Barnes, Donald C.; Collier, Joel E.; Howe, Vince; … - In: Journal of Services Marketing 30 (2016) 3, pp. 277-289
expertise and the firm’s tangibles to customer surprise and joy which in turn lead to customer delight and per cent of budget … customer delight through joy and surprise. That is, joy and tangibles lead to both joy and surprise, whereas expertise leads to … joy alone. Both joy and surprise are completely mediated through delight to per cent of budget spent. Interestingly …