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dc.contributor.authorMa, Jianyu
dc.contributor.authorScott, Noel
dc.contributor.editorSaurabh Kumar Dixit
dc.date.accessioned2018-10-12T01:33:30Z
dc.date.available2018-10-12T01:33:30Z
dc.date.issued2017
dc.identifier.isbn9781138961678
dc.identifier.doi10.4324/9781315659657-25
dc.identifier.urihttp://hdl.handle.net/10072/353401
dc.description.abstractThe study of delight is an emerging research area in marketing and tourism that is both practically and theoretically important (Crotts et al. 2008). In the 1980s, academics and practitioners began to find that customers wanted more than to be satisfied (Cadotte et al. 1987; Churchill and Surprenant 1982; Deming 1986; Rollins and Bradley 1986). In the 1990s, services research found that higher levels of satisfaction and/or service quality may produce exceptional behavioural results, such as greater loyalty (Parasuraman et al. 1993; Schlossberg 1990). Customer delight was thought to be the key to the more elusive goals of loyalty and loyalty-driven profit. Since these beginnings, research into delight has grown substantially in the consumer behaviour, marketing and tourism literatures.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge
dc.publisher.placeUnited Kingdom
dc.relation.ispartofbooktitleThe Routledge Handbook of Consumer Behaviour in Hospitality and Tourism
dc.relation.ispartofchapter21
dc.relation.ispartofpagefrom218
dc.relation.ispartofpageto230
dc.subject.fieldofresearchTourism not elsewhere classified
dc.subject.fieldofresearchcode350899
dc.titleCustomer delight from hospitality and tourism experience
dc.typeBook chapter
dc.type.descriptionB2 - Chapters (Other)
dc.type.codeB - Book Chapters
gro.hasfulltextNo Full Text
gro.griffith.authorScott, Noel


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