Ludwig, Nadine L.; Heidenreich, Sven; Kraemer, Tobias; … - In: Journal of Service Theory and Practice 27 (2017) 1, pp. 22-45
Purpose Over the last years, the concept of customer delight has moved into the focus of attention. The necessity of surprise for achieving customer delight and the problem of increased customer expectation (spiral of expectations) have been controversially discussed in the literature. The...
