Purpose – This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes. Design/methodology/approach – An extensive review of...

Purpose The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience....