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Service quality and attitudinal loyalty : the mediating effect of delight on retail banking relationships

Coetzee, Alex; Coetzee, Johan - In: Global business & economics review 21 (2018) 1, pp. 120-138

Persistent link: https://www.econbiz.de/10012126577

Achieving excellence in services marketing : roles in customer delight

Mandal, Pratap Chandra - In: International journal of business excellence : IJBEX 20 (2020) 3, pp. 359-374

Persistent link: https://www.econbiz.de/10012199135

Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter

Collier, Joel E.; Barnes, Donald C.; Abney, Alexandra K.; … - In: Journal of business research : JBR 84 (2018), pp. 150-161

Persistent link: https://www.econbiz.de/10011802860

Linking patient experience to customer delight in the private laboratory service

Widyowati, Puspa Haryani; Antonio, Ferdi; Andy, Andy - In: Administrative Sciences : open access journal 13 (2023) 3, pp. 1-26

The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...

Persistent link: https://www.econbiz.de/10014246211

"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants

Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas - In: Asia-Pacific journal of business administration 14 (2022) 4, pp. 421-444

Persistent link: https://www.econbiz.de/10013536877

"Going the extra mile" : an integrative model of customer delight

Kim, Soyeon; Kim, Mi Ran; Choi, Laee - In: International journal of contemporary hospitality management 36 (2024) 4, pp. 1193-1212

Persistent link: https://www.econbiz.de/10014483819

Customer satisfaction and loyalty : a case study from the banking sector

Rahman, Hasebur - In: Central European business review : CEBR 2 (2013) 4, pp. 15-23

Persistent link: https://www.econbiz.de/10010345391

The effects of membership and demographics on consumer satisfaction and loyalty in service organizations

Daughtrey, Clayton L.; Vowles, Nicole S.; Black, Gregory S. - In: Services marketing quarterly 34 (2013) 4, pp. 292-308

Persistent link: https://www.econbiz.de/10010208604

Does consumer gender influence the relationship between consumer loyalty and its antecedents?

Stan, Valentina - In: The journal of applied business research 31 (2015) 4, pp. 1593-1604

Persistent link: https://www.econbiz.de/10011350484

The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty : the moderating role of consumer demographics

Manyanga, Wilbert; Makanyeza, Charles; Muranda, Zororo - In: Cogent business & management 9 (2022) 1, pp. 1-20

Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in enhancing customer loyalty in the banking sector. This study examines the moderators of the effect of customer experience, satisfaction and word-of-mouth intentions on customer loyalty. Data were collected...

Persistent link: https://www.econbiz.de/10014429818