Consumer Delight Research Articles

The Influence of Service Quality and Price on Customer Satisfaction (CV.Herina Catering)

This observe pursuits to investigate the impact of high-quality and fee concurrently on CV Herina's client delight, to decide the impact of best, rate, and provider nice partially on CV Herina's patron delight, and to discover which variables maximum influence CV Herina's consumer pleasure. This take a look at uses the impartial variables service pleasant (X1), and fee (X2). The method of evaluation used a couple of linear regression analysis. The sample used on this have a look at changed into 20 respondents who have been taken randomly from customers who visited CV Herina. The statistics acquired is primary information which is the result of the respondent’s solutions to the disbursed questionnaires. The results of this look at indicate that there's a simultaneous have an effect on at the variables exceptional, rate, and provider fine on customer delight. The consequences of this look at also display variables exceptional, fee, and service high-quality partly enormous effect on customer pride. within the determination test, there's an impact of fifty four.5% of the impartial variables (quality, charge, and great of provider) at the based variable (consumer delight). The closing forty five.five% is defined by way of other variables and is not included on this regression analysis

Walt Disney World

This research aims to analyse the influence of optimism on technology readiness and co-creation experiences in the consumption experiences of the millennial generation at Disney's theme parks as well as their relationship to customer delight. Quantitative research was carried out. The sample obtained 530 respondents, and the Structural Equation Modeling for data analysis was used. The results indicate that the consumption experiences of the Millenials are linked to factors not previously evidenced by other generations, such as the co-creation experiences and the optimism for technological readiness, which increase the degree of these experiences and can lead to consumer delight. On a practical level, it is worth highlighting the importance of theme park marketing teams understanding the behaviour of the millennial consumer, given his/her continuous growth in purchasing power compared to other generations.

Factors influencing consumer delight and likelihood to purchase again

Factors influencing consumer delight and likelihood to purchase again

Impact of delightful somatosensory augmented reality experience on online consumer stickiness intention

PurposeDrawing on embodied cognition theory, this study examined the impact of midair, gesture-based somatosensory augmented reality (AR) experience on consumer delight and stickiness intention. The mediating effects of three psychological states for body schema (i.e. natural symbol sets, vivid memory and human touch) on the relationships between somatosensory AR and consumer delight/stickiness intention are determined. By filling gaps in the research, we hope to provide guidance on how to drive delightful somatosensory AR marketing.Design/methodology/approachTwo experiments were conducted (Study 1 and Study 2) to test the research model and hypotheses. These experiments compared the effects of the “presence” (midair, gesture-based) and “absence” (mouse-based traditional website) conditions in somatosensory AR on consumer body schema and the creation of a delightful virtual shopping experience (i.e. consumer delight and stickiness intention).FindingsThe consumer delight and stickiness intention created in the presence condition was much higher than those in the absence condition. Consumers appeared to prefer engaging in a midair gesture-based somatosensory AR experience and exploring an augmented metaverse reality to interacting with a mouse-based traditional website. We also found that giving online consumers more somatosensory activities and kinesthetic experiences effectively inspired three psychological states of body schema in online consumers.Originality/valueThe results contribute to the AR experience and somatosensory marketing literature by revealing the role of natural symbol sets, vivid memory and the sense of human touch. This research breaks through the long-developed research paradigm on consumer delight, which has been limited to traditional entities and web contexts. We also extend embodied cognition theory to the study of somatosensory AR marketing.

SNS 루머에 대한 패션 기업의 대응전략은 효과적인가? : 루머 대응전략, 소비자 감동, 신뢰 및 기업 명성에 관한 연구

This study analyzed effect of fashion company"s SNS rumor response strategy on consumer delight and trust and effect of consumer delight and trust on company reputation. Accordingly, this study proposed an effective strategy for responding to SNS rumor crisis. A survey was conducted with fashion consumers in their 20s and 30s who used SNS in consideration of the proportion by gender and age. Results showed that the SNS rumor response strategy could be classified into silence, denial, rebuttal, favor, and excuse strategies. Among these strategies, the favor and excuse strategy positively affected gladness and warmth. Denial strategy positively affected joy of consumer delight. The rebuttal strategy positively affected joy, but negatively affected gladness. In addition, the rebuttal and favor strategy in response to SNS rumor positively affected trust. Company reputation was classified into company management ability, communication and identity, and consumer delight and trust positively affected the reputation of fashion company. In conclusion, this study reveals that a fashion company"s SNS rumor response strategy is an effective strategy to move consumers" hearts and impress them or lead to trust. Results of this study can contribute to sustainable development of companies by emphasizing the importance of establishing a strategy to respond to rumors and suggesting effective response strategy to SNS rumors.

Assessment of patient satisfaction with inpatient services at secondary level setting

Background: Continuous quality improvement is linked to the use of timely and useful feedbackfrom clients. Patients constitute the hospital’s direct clientele. The overall satisfaction is an importantaspect of the service itself and it is considered to be an important outcome measure for healthservices. Patient care is not considered to be of high quality unless the patient is satisfied.Objective: To assess the level of satisfaction with available health services among inpatientsattending secondary level hospital. Methods: A cross-sectional study was conducted usingpretested, semi-structured questionnaire among 100 inpatients attending Government HospitalChidambaram, Tamil Nadu. Systematic random sampling was used. Results: 96% participants weresatisfied with the attitude of doctors and nurses, 80 % were highly satisfied with the cleanliness ofhospital campus,82 % were highly satisfied with lab services, 83% satisfied with food services. 92%were satisfied with the speedy admission to the ward, 74% satisfied with the ward facilities. 86 %gave a neutral response for other amenities,26 % satisfied with a drinking water facility. Overallsatisfaction among inpatients was a mean of 3.9 out of 5 (78%). Socio-demographic characteristicswere not significantly related to overall satisfaction scores. Conclusion: Patients were generallysatisfied with the hospital facilities. Patients input on various deficiencies needs to be addressed bythe hospital leadership to achieve consumer delight.

Item test analysis to assess the difficulty index for biostatistics, epidemiology, and demography module of undergraduate medical students of Raipur, Chhattisgarh, India

Background: Continuous quality improvement is linked to the use of timely and useful feedbackfrom clients. Patients constitute the hospital’s direct clientele. The overall satisfaction is an importantaspect of the service itself and it is considered to be an important outcome measure for healthservices. Patient care is not considered to be of high quality unless the patient is satisfied.Objective: To assess the level of satisfaction with available health services among inpatientsattending secondary level hospital. Methods: A cross-sectional study was conducted usingpretested, semi-structured questionnaire among 100 inpatients attending Government HospitalChidambaram, Tamil Nadu. Systematic random sampling was used. Results: 96% participants weresatisfied with the attitude of doctors and nurses, 80 % were highly satisfied with the cleanliness ofhospital campus,82 % were highly satisfied with lab services, 83% satisfied with food services. 92%were satisfied with the speedy admission to the ward, 74% satisfied with the ward facilities. 86 %gave a neutral response for other amenities,26 % satisfied with a drinking water facility. Overallsatisfaction among inpatients was a mean of 3.9 out of 5 (78%). Socio-demographic characteristicswere not significantly related to overall satisfaction scores. Conclusion: Patients were generallysatisfied with the hospital facilities. Patients input on various deficiencies needs to be addressed bythe hospital leadership to achieve consumer delight.

Ascertaining service quality and medical practitioners' sensitivity towards surgical instruments using SERVQUAL

PurposeService quality (SQ) has become an essential and indispensable component in healthcare and many other industries. SQ can deliver guaranteed stakeholder value and consequent consumer delight in the healthcare sector. The purpose of this study is to identify the relationships of various SERVQUAL elements with respect to the SQ of surgical instrument suppliers among surgeons.Design/methodology/approachData were collected from a sample of 112 surgeons working in the USA using the “snowball sampling” technique. A few standardised questionnaires, including SERQUAL, were used to collect the data. R-programming was used to perform structural equation modelling (SEM) analysis on the collected data.FindingsThe research study identified that service delivery factors and the SQ of surgical instruments contribute significantly towards medical practitioner sensitivity in the US healthcare industry. Word of mouth (WOM) did not have any significant impact on the medical practitioners' sensitivity.Originality/valueA review of related literature revealed that studies that examine the surgeon's perspectives of SQ are scarce. Thus, the present study is directed towards this gap in literature. The findings of the study are significant in nature and have made a substantial contribution to management literature.

Enhancing loyalty: When improving consumer satisfaction and delight matters

Prior research has validated the importance of consumer delight and satisfaction for explaining consumer loyalty. This study extends our existing knowledge of how delight and satisfaction affect (in a nonlinear way) consumer loyalty. It explains a negative quadratic relationship between satisfaction and loyalty intentions, as well as a negative cubic relationship between delight and loyalty intentions. Contrary to satisfaction, delight unfolds its full impact at lower levels, but only after a threshold level is exceeded. Like satisfaction, the delight effect becomes saturated at very high levels. Furthermore, both delight and satisfaction effects weaken with increased prior consumption experiences. Thus, when they invest in delight and satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences.

Discriminating market segments using preferential green shift: a conjoint approach

PurposeThis paper aims to explore surprising facets of consumer delight behavior. The study is the empirical juncture of three studies based on consumer survey on the Indian television market. Study 1 traces the existence of greenies in India among brownies prevailing around the globe by using the surprise-delight model. Study 2 is a pre-intervention research design confirming greenies preferences to television attributes such as screen technology, annual energy cost saving, screen resolution, screen size and free gifts. Study 3 signifies a price intervention design by allowing customers to include their preference by replacing the annual energy cost saving with price.Design/methodology/approachThis paper is a harvest of studies based on discriminant analysis for identifying green and brown customers and a two-level conjoint analysis for identifying attributes contributing to green behavior.FindingsThe empirical generalization of a study comes out with unique findings of the greenies and brownies and their preference and attitude toward green attribution and substitution. A “preferential green shift” appeared as a vital output owing to knowledge–attitude–practice from these consecutive studies. This gap exists because of the price factor. The authors suggest the measures for improvement in product offering by targeting and positioning green products from the findings and the preferential green shift.Research limitations/implicationsFuture research may focus on other segments of products such as automobiles, i.e. cars. Despite the availability of the non-probabilistic sampling technique, the probabilistic sampling technique can be used. Finally, a larger sample size could have given a better generalization of results.Originality/valueThe gap in knowledge–attitude–practice was evident. This gap was caused by the presence of “price” concern. The study revealed that heavy consumer durable buyers are aware of the benefit of green, but the reality of price cannot be ignored and finally make a purchasing decision on the basis of price criteria. Hence price is recommended as another criterion to be considered in the technology acceptance models.

Study on the Buying Motives and Prospects for Small Car Users in Hosur City

Liberalization in 1991. The availability of many alternatives within the city provides an opportunity to the consumers to make a rational decision after considering all the options. Today is an era which is characterized by a consumer’s market where the manufacturers and marketers not only take into consideration the consumer orientation to make them satisfied but goes one step ahead of achieving. Consumer delight. Consumers look for those differentiating parameters, which may help them to make the best decision and can be proved as value to money proposition for them. It makes more important to analyze the consumer perceptions and behavior of the passenger car owners which will give the feedback pertaining to designing the marketing strategies. The objective of this paper is to investigate those differentiating parameter and effect of the reference group that influences the consumer buying behavior of car owners within the city of Hosur.The primary data was collected from 191 respondents, located Hosur in using convenience sampling .The results revealed the strong influence of attributes like price, fuel efficiency in buying decision and importance of reference group.

Consumer delight and outrage: scale development and validation

Purpose – The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage. Design/methodology/approach – The paper used both qualitative, survey, and experiment methodology. Findings – First, develop and validate the scale of customer delight, second, conceptualize the construct of customer outrage, as well as develop and validate its scale; third, explore the differential behavioral results of delight vs satisfaction, and outrage vs dissatisfaction; and fourth, further our understanding of the satisfaction-dissatisfaction continuum. Originality/value – While researchers increasingly recognize that delight and outrage are distinct from satisfaction and dissatisfaction, it is important to have scales that differentiate between these constructs. To this end, this paper develops and validates scales to measure consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer delight and outrage in various research contexts.

Patient satisfaction with services of the outpatient department

BackgroundPatients' satisfaction is a useful measure to provide an indicator of quality in healthcare and thus needs to be measured frequently. The aim of the study was to analyse and compare the level of satisfaction of patients attending the Outpatient Department of a Hospital. MethodsStudy was conducted by using a pre-structured questionnaire with 120 samples. Samples were further stratified into sub-populations of Officers, Junior Commissioned Officers (JCOs) and Other Ranks (ORs) including dependents as study population. ResultsJCOs predominantly expressed lower satisfaction judgement with several attributes. Overall satisfaction judgement with Outpatient Department services were rated lower by JCOs (2.56) when compared with Officers and ORs (3.10), the difference being statistically significant. ConclusionStatistically significant differences have been identified by this study against various study attributes as well as overall impression towards OPD services among the study groups, which need to be addressed by the hospital leadership to achieve consumer delight.

Actual and ideal self-congruity affecting consumers’ emotional and behavioral responses toward an online store

Recognizing that a consumer’s congruity judgment with a store image can be formed with both actual and ideal self-images, this study investigates the differential effects that these two congruity judgments might have on a consumer’s evaluation of an online store. The results indicate that the closer the image of an online store is to the consumer’s actual self, the more favorably the store is evaluated. Interestingly, however, the proximity between the image of an online store and a consumer’s ideal self has a negative effect on consumer evaluation toward the store. The results also indicate that the positive visual cues of an online store generate consumer delight more significantly than information cues do. Consumer delight is found to significantly increase the intention to make an initial purchase from the store.

Who needs delight?

Purpose– The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for customer loyalty intentions than the often studied and more elusive customer delight. Herzberg's two-factor theory is used to explain why the frequent nature of grocery shopping, a primarily utilitarian experience, might introduce considerations that have not yet been addressed in the study of delight.Design/methodology/approach– A survey is administered to a quota sample of Portuguese supermarket shoppers via phone, using a CATI system.Findings– Research findings suggest that perceived value, trust, and satisfaction have a greater impact on behavioural outcomes than customer delight in the grocery shopping setting. In such a setting, cognitive drivers may be even more important for customers who are primarily concerned with hygiene factors (rather than motivators).Research limitations/implications– Retailers are encouraged to focus on the more mundane factors that influence consumers' perceptions of value and trust rather than trying to invest in the substantial resources required to continually delight consumers. Future research may explore other determinants of loyalty intentions and test the extended model in different service sectors, cultural contexts and countries.Originality/value– This study applies Oliveret al.'s consumer delight model in a utilitarian, frequent-use setting, finding previously undiscovered limitations to its validity.

Delight the Customer: A Predictive Model for Repeat Purchase Behavior

The literature on customer delight identifies three major issues. First, the research purporting to measure consumer delight measures neither delight nor its opposite, disgust. Instead, it generally measures satisfaction and dissatisfaction. Second, the literature agrees that models of satisfaction/dissatisfaction are not appropriate for examining delight/disgust. Third, a theoretical model linking delight/disgust with repurchase behavior has not yet been developed. The model outlined in this article links delight and disgust with repurchase behavior and provides a format for dealing with the first two issues.

The Effect of Unrelated Supporting Service Quality on Consumer Delight, Satisfaction, and Repurchase Intentions

Supporting services that are related to the core service, such as hospitality and consultation, can enhance the value of a core service. Yet, firms also use supporting services unrelated to the core service to increase consumer satisfaction, delight, and repurchase intentions toward the core service. However, there is little empirical evidence on whether the use of unrelated supporting services has such anticipated effects. This article aims to investigate how unrelated supporting service quality affects consumer delight, satisfaction, and, in turn, repurchase intentions. The results from three experiments reveal that unrelated supporting service quality influences repurchase intentions by affecting consumer delight rather than satisfaction. Thus, unrelated supporting services can serve to delight (but not satisfy) consumers if they are positive, relevant to the consumer segment, and of high quality. In turn, these unrelated supporting services will also influence intentions to repurchase. Consumer delight and unrelated supporting service quality also significantly influence repurchase intentions, but only when the core service quality is high. Unrelated supporting service quality does not influence repurchase intentions if core service quality is low. This suggests the importance of focusing on core service quality first, before trying to delight consumers with extras.

Research Advances: Erasable Graffiti?; Consumer's Delight: A Practical Way To Make Round Salt; Spinning a New Yarn: Silicone Fibers with Living Organisms

ADVERTISEMENT RETURN TO ISSUEPREVReportNEXTResearch Advances: Erasable Graffiti?; Consumer's Delight: A Practical Way To Make Round Salt; Spinning a New Yarn: Silicone Fibers with Living OrganismsAngela G. King View Author Information Department of Chemistry, Wake Forest University, Winston-Salem, NC 27109Cite this: J. Chem. Educ. 2007, 84, 5, 746Publication Date (Web):May 1, 2007Publication History Received3 August 2009Published online1 May 2007Published inissue 1 May 2007https://doi.org/10.1021/ed084p746RIGHTS & PERMISSIONSArticle Views193Altmetric-Citations1LEARN ABOUT THESE METRICSArticle Views are the COUNTER-compliant sum of full text article downloads since November 2008 (both PDF and HTML) across all institutions and individuals. These metrics are regularly updated to reflect usage leading up to the last few days.Citations are the number of other articles citing this article, calculated by Crossref and updated daily. Find more information about Crossref citation counts.The Altmetric Attention Score is a quantitative measure of the attention that a research article has received online. Clicking on the donut icon will load a page at altmetric.com with additional details about the score and the social media presence for the given article. Find more information on the Altmetric Attention Score and how the score is calculated. Share Add toView InAdd Full Text with ReferenceAdd Description ExportRISCitationCitation and abstractCitation and referencesMore Options Share onFacebookTwitterWechatLinked InReddit PDF (629 KB) Get e-AlertsSUBJECTS:Chelation,Coating materials,Fibers,Salts,Silicones Get e-Alerts

Symposium abstracts

Dear ReadersSensorially exciting personal care products and regimens appear in the cosmetic arena more and more. The growing consumer delight in this area has sparked a whole new area of research over the last several years to investigate the relationship between aromas, touch, emotion, and general well‐being. This symposium sponsored by Colgate‐Palmolive brought together research leaders in the area and explored some of the latest findings on how specific sensory stimuli may enhance quality of life and the feeling of personal well‐being. Colgate‐Palmolive's leadership in personal care is reflected in the creation of this symposia, the panel of experts chosen, and the topics presented.The International Journal of Cosmetic Science thanks the Colgate‐Palmolive Company for its support of leading‐edge scientific exchange in personal care and for publishing these abstracts.

Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes

This article examines the impact of competition and complaint handling procedures on the creation of outstanding complaint resolutions. Using a survey of consumer selfreports of delightful and disappointing complaint experiences, competition is found to have a direct but nonlinear relationship with delight in consumer complaint resolutions. Moreover, the relative impact of consumer loyalty as well as various aspects of complaint handling procedures on the creation of delightful or disappointing resolutions to consumer complaints is examined. Consumer delight and disappointment with complaint outcomes are found to be primarily influenced by compensatory aspects of complaint resolutions.