Chun Wang, Jen; Wang, Yi-Chieh; Tai, Yang-Fei - In: International Journal of Contemporary Hospitality Management 28 (2016) 7, pp. 1310-1337
Purpose The purpose of this paper is to study the components and service standards of delightful service by conducting a comprehensive literature review and applying the Delphi survey method. Design/methodology/approach This study conducted a three-round Delphi survey to consolidate the...
