Parasuraman, A.; Ball, Joan; Aksoy, Lerzan; Keiningham, … - In: Journal of Service Management 32 (2020) 1, pp. 1-26
Purpose: Responding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice. Design/methodology/approach:...
