Purpose: The purpose of this paper is to examine the essential abilities service employees need to deliver an exceptional service that delights customers and to identify effective methods to train exceptional service employees. Design/methodology/approach: The authors conducted in-depth...

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...

Purpose This research aims to predict private club members’ intentions to switch service providers based on the benefit exchange theory through a structural model with a second-order factor. Design/methodology/approach This study uses a qualitative procedure to develop a functional, social and...

Purpose This study aims to analyze and explain the characteristics and findings in previous studies of switching behavior and identifies the developments within this topic in order to improve its current understanding. Design/methodology/approach The authors construct a literature database of...