More than a feeling? Toward a theory of customer delight
Parasuraman, A., Ball, J., Aksoy, L., Keiningham, T. L., & Zaki, M. (2020). More than a feeling? Toward a theory of customer delight. Journal of Service Management. Abstract: 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 … Read more