Customer Delight Research Articles

Customers’ Responses to Employee Extra Attention

Focusing on positive service experiences, this study examined the relation-ships among employee extra attention, customers delight, and customer re-purchase intentions. The target sample that had a positive interaction with an employee in the recent six months was invited to participate in the survey. The data analysis was performed in two steps: 1) Confirmatory Factor Analysis (CFA) and 2) Structural Equation Modeling (SEM). The results suggested that employees’ extra attention affects customer delight. Subsequently, customer delight has a positive relationship with customer repurchase intentions. Furthermore, employee extra attention has a positive relationship with customer repurchase intentions. The finding of the study provides valuable implications for research and the industry regarding generating favorable customer repurchase intentions in positive service experiences.

Impact of SERVQUAL and Interaction Quality on Customer Satisfaction and Delight in Transportation Services

Impact of SERVQUAL and Interaction Quality on Customer Satisfaction and Delight in Transportation Services

A phase-wise approach to implement lean manufacturing

PurposeToday, manufacturing companies are facing a fierce competition and are under great pressure to cut costs for survival in the market. So emphasis is given to enhance quality, minimize waste, customer delight and increasing productivity through reduction in wastage of resources. But, most companies hesitate to implement all measures simultaneously to acquire lean manufacturing because of some practical/ capital constraints. Therefore, the purpose of this paper is to develop a phase-wise approach to implement lean manufacturing.Design/methodology/approachThe paper opted for an exploratory study using the qualitative flexible system methodology framework proposed by Sushil (1994) and options field methodology proposed by Warfield (1982, 1990) including rigorous group discussion comprising the employees representing middle and senior management with productivity improvement backgrounds. The response of experts was recorded using a specially designed instrument in the light of the parameters suggested in group discussion. The measures/ actions were arranged in the decreasing order of their cumulative score.FindingsThe paper provides a phase-wise approach to implement lean manufacturing. Mixed approach is preferred over the other three approaches to implement lean manufacturing. Thirty measures/actions contributing to mixed approach are identified to implement lean manufacturing in three phases. A three-phase approach is developed: 10, 14 and six measures in the first, second and third phases, respectively, are identified to implement lean manufacturing after considering the practical constraints faced by the companies.Research limitations/implicationsAll the measures/actions suggested to implement lean manufacturing are focused on the engineering manufacturing industry. Thus, the research results may lack generalizability and are limited to engineering manufacturing industry. The model developed in this research is based upon experts’ opinions. The experts’ opinion may be biased. The results of the model may vary in the real-world setting.Practical implicationsThe present paper provides guidelines to practitioners for implementing lean manufacturing in phases. Hopefully, this study will motivate the firm’s management for implementing lean manufacturing and limiting the effect of practical constraints and scarcity of resources.Originality/valueThis paper fulfills and identifies the need to develop an approach to implement lean manufacturing phase wise because of practical constraints.

The Evaluation of Customer Delight in Sport Consumption Experience

The Evaluation of Customer Delight in Sport Consumption Experience

Enhancing Customer Delight in Luxury Hotel/Resort Spa through Positive Emotions and Service Quality

The main objective of this research was, therefore, to explore the impact of positive consumption emotions and service quality in creating a delightful spa experience in luxury hotels. For this purpose, a survey questionnaire was developed and used to gather data from resort and hotel spa located in 3 major tourist cities in Egypt: Cairo, Sharm El Shiekh, and Hurghada. This context is valuable as it tackles an under-researched region, which may further our understanding of spa delight in non-Western contexts. A total of 327 valid questionnaires were used to test the hypothesized relationships using a linear regression analysis. The results revealed that the positive consumption emotions of joy and relaxation were key predictors of spa-goers’ delight. Moreover, four (out of five) spa service quality dimensions significantly impacted the feeling of delight among the study participants. The study also provided valuable managerial implications, limitations and avenues for future research.

Effect of Age and Occupation on Customer Delight: An Empirical Study With Respect To Departmental Store

Delighting customer means exceeding the expectations of the customer. Since departmental stores provides homogenous products and services to its customers there must unique attributes that not exactly meet but also surpass the customer’s needs and expectation and gratify them. Customer delight is one of the major factors that play a significant role in deciding on whether to do a business with a certain bank or not. Customer delight is giving customers the direct experience. The main aim of the article is to measure the Customer Delight in Departmental Stores.

When Do Consumers Get More Delighted? : Role of Surprise and Attribute Importance

Purpose - Customer Delight is an important issue for firms and academia since delighted consumers reveal higher repurchase intentions than merely...

PENGARUH PENEMPATAN DAN PROMOSI JABATAN TERHADAP KINERJA KARYAWAN PADA PT. GRAMEDIA ASRI MEDIA KUPANG

Luke Ma. Thesis, 2017. The influence of placement and promotion of office on the performance of employess of PT. Gramedia Asri Media Kupang. Supervisor: Try Suris Lestari, S.Kom.,MM.
 The problem in this research is placement data and promotion position at PT. Gramedia Asri Media Kupang is not in accordance with the standards set by Nasional Gramedia in KPI rules (key performance indicator), KPI/STD/GAM/02/2011 for 2012-2016. The formulation of the problem in this study is whether the placement and promotion of positions partially and simultaneously significant effect on employee performance at PT. Gramedia Asri Media Kupang in 2012-2016?
 Based on the formulation of the problem, the purpose of this study is to determine the magnitude of the effect of placement and promotion of positions partially and simultaneouslly on the performance of employees at PT. Gramedia Asri Media Kupang.
 The data needed in this study are primary data and secondary data obtained by way of distributing questionnaires, interviews, and study documentation. Data were analyzed statistically by using multiple linear regression technique which was processed with SPSS program version 20.00. The result of data analysis shows the influence of job placement and promotion on employee performance shown by coefficient of determination ( ) equal to 86,1% and the rest 13,9% influenced by other factors like work motivation, employee compesation, discipline level, leadership style, employee and other employee loyalty.
 Based on the results of data analysis suggested to the management of PT. Gramedia Asri Media Kupang for the placement process is expected to pay attention to the elements of education level, working knowledge, work skilss, and work experience, as well as in the promotion phase of office to pay attention to the rules for its assesment given objectively and effectively through carring, credible, competen, competetive and customer delight. So it will be very useful to improve employee work performance.
 Furthermore, to other researchers are expected to conduct further research to determine the performance of employees at PT. Gramedia Asri Media Kupang such as work motivation, employee compesation, discipline level, leadership style, employee work loyalty that can support the results of this study.

Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective

PurposeThis study aims to investigate the extent to which the satisfaction/delight experienced by customers of cell phone network service providers is influenced by their perceptions of the networks’ employee service delivery skills and the value that the customers derive from the networks’ offerings. In turn, the influence of the extent of their satisfaction/delight on future behavioural intention (BI) is determined.Design/methodology/approachA descripto-explanatory research design is followed and data are collected from satisfied/delighted cell phone network service provider customers using self-administered questionnaires. A total of 593 responses were suitable for analysis. An exploratory factor analysis is used to uncover the interrelationships between the items measuring the study’s constructs. Furthermore, the measurement and structural models are assessed.FindingsPerceived employee service delivery skills (PESDS) and value significantly and positively influence customer satisfaction/delight experiences, whereas customer satisfaction/delight experiences significantly and positively influence their BIs.Research limitations/implicationsThe model tested confirms the hypothesised relationships between PESDS, perceived value, customer satisfaction/delight experiences and BIs of cell phone network customers. Customer satisfaction/delight experiences are linked to their two antecedents (PESDS and value) and their outcome, BI.Practical implicationsThe findings assist cell phone network service providers in understanding how PESDS and value can foster customer delight, ultimately leading to positive BIs from customers.Originality/valueThis study focuses only on satisfied customers and determines the interrelationships of the extent to which they encounter customer satisfaction/delight experiences and related constructs. Few research studies, however, have examined how customer satisfaction/delight experiences relate to its antecedents and outcome.

Effect of Service Quality on Customer Satisfaction, Customer Delight and Customer Loyalty (Study on LPD Desa Adat Sembung and LPD Desa Adat Seseh)

LPD Desa Adat Sembung and LPD Desa Adat Seseh are LPDs that are categorized as healthy but in the last 3 years the number of savings customers increased but the growth of savings funds decreased. There is a decrease in the number of savings that occur each year in LPD Desa Adat Sembung and LPD Desa Adat Seseh. This study to confirm the relation of Service quality to Customer Satisfaction, Customer Delight and Loyalty of Customers of LPD Desa Adat Sembung and LPD Desa Adat Seseh. The population in this research is all customer of LPD Sembung and Seseh Adat Customers who become customer from LPD stand up until 2015 with total population amounted to 2301 customers. Sampling used Slovin formula, which amounted to 95 customers. The analysis technique used in this research is structural equation modeling (SEM) based on variance or component based SEM, known as Partial Least Square (PLS). From the research result, it is found that service quality have positive and significant effect to customer satisfaction and customer delight, service quality has no significant effect to customer loyalty, but service quality will influence customer loyalty through customer satisfaction mediation and customer delight, customer satisfaction and customer delight have positive effect significant to customer loyalty.

An appraisal framework of the determinants and consequences of brand happiness

AbstractRecent academic discussions about the concept of brand happiness have introduced brand happiness as a promising new branding asset and a key research area. There is scientific evidence that its strong desirability, its characteristic of greatest emotional fulfillment, and its superior power to influence brand behavior qualify brand happiness as an important brand goal and differentiate it from other emotional‐relational concepts (e.g., emotional brand attachment, customer delight). However, there is no evidence on the effectiveness of brand happiness. To provide essential new insights in this research field, the authors theoretically develop an appraisal framework of the determinants and consequences of brand happiness and empirically verify it in four industry sectors. On the cross‐industry level, brand relationship quality, brand self‐relevance, brand goal‐congruence, and actual and ideal brand self‐congruence are confirmed to be important brand appraisal determinants of brand happiness, and pleasantness, fairness, and certainty are confirmed to be important situational appraisal determinants of brand happiness. The behavioral power of brand happiness was supported by showing that brand happiness strongly predicts five coping strategies; namely, the problem‐focused coping strategies of (re‐)purchase intention and price premium, and the emotion‐focused coping strategies of word‐of‐mouth, brand evangelism, and brand forgiveness. On an industry‐specific level, differences are observed regarding the influence of some of the brand appraisal determinants on brand happiness and regarding the influence of some of the situational appraisal determinants on brand happiness across the four analyzed industry sectors.

Engaging customers in value co-creation or co-destruction online

PurposeThis paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors.Design/methodology/approachThe qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propositions are identified through data analysis. Data coding and analysis are facilitated by using MAXQDA 12.FindingsCo-creation through positively valenced engagement behaviors may occur when customers are delighted, feel valued, experience reciprocity, receive organizational incentives, are solicited for feedback, can count on service recovery efforts and interact with helpful, empathetic, polite and responsive employees. Co-destruction through negatively valenced engagement behaviors emerges from rude employee behaviors, indifference, confrontation with company representatives, technological failure, the lack of complaint outlets and customers’ desire for revenge.Practical implicationsSelecting and training employees to be helpful, polite, responsive and empathetic toward online visitors can trigger co-creation. Communication between firms and customers should boost customer approval and delight. Organizations can offer incentives, reliable service delivery and a recovery design to stimulate visitor participation. Soliciting feedback requires sound technological support and direct communication links with visitors.Originality/valueThis study presents the conditions and framework contributing to the duality of customer engagement-induced co-creation and co-destruction values in online channels from the customer, organizational, employee, service design and technological perspectives. It also addresses how value is co-created or co-destructed through examples.

Classifying customer 'wow', 'aha', and 'cool' affect through arousal: a study on mobile users

The elegance of marketing is administered through fluctuating customer arousal and delight. Present study classifies the customer arousal in three categories of delight into 'wow' (high delight), 'aha' (moderate delight) and 'cool' (low delight). Customer arousal is measured by ten predictor variables. Multiple discriminant analysis is used to classify customer delight. Present study identified that 'wow' customer influenced by need for benefit and customer expertise. The 'aha' and 'cool' are uncertain from 'wow' customers on rest of predictor variables. As perceptual map of categories is created on the basis of vector analysis, the analysis may vary in product category and affective dimension giving opportunity to fellow researchers to explore further. The segmentation of market on behavioural dimension (delight) is pioneer in reflecting the diverse consumer behaviour helping marketers in policy formulation. The vigour assessment of delight is the novelty of present research classifying customer delight on arousal level.

How Kansei Engineering, Kano And QFD can Improve Logistics Services

In the period of 2004 to 2014 there was a significant growth of employment in the logistics sector in Indonesia. This reflects a rapid rise in the need for logistics activities to support outsourcing. Because there is strong competition in the sector, logistics services should be able to deliver both cognitive and affective customer satisfaction. Studies in logistic services have been mainly focused on service gaps, an aspect related to cognitive satisfaction in customers. Many studies have been conducted to evaluate logistics service quality using SERVQUAL and the Kano model. However, these are insufficient in addressing all aspects of logistics provision. Hence, a deep understanding of customer affective need (known in Japanese as Kansei) is required, to provide competitive advantage by modeling more comprehensive customer experiences based on perceived logistics services. This paper proposes a combined model of Kansei Engineering, Kano, and quality function deployment (QFD), which it is hoped will generate more innovative ideas for improvements related to customer emotional satisfaction and customer delight. A case study in supporting logistics services has been chosen to validate the proposed model, and a survey through face-to-face questionnaires involving 157 customers was carried out. The model was then validated, and through the House of Quality (HoQ) concept, some innovative improvement ideas are proposed. They include the use of apps for order confirmation and cancellation, the integration of Google Maps into the ordering system, pre-order booking, and a bilingual feature in the transaction menu. Thus, from a practical implication point of view, it is hoped that this study will provide guidelines to the managers of logistics services companies in capturing, measuring and analyzing customer emotional needs (Kansei), with respect to the service attributes which are highly significant to Kansei aspects.

Delighted or outraged? Uncovering key drivers of exceedingly positive and negative theme park guest experiences

PurposeDespite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks.Design/methodology/approachFollowing the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root cause in order to ascertain the sources leading to both positive and negative consumer feedback.FindingsDelighted guests relayed various aspects of their experience including positive affect experience, positive value perceptions, and limited wait times. Root causes that influenced customer delight included: excellent core product, quality food and beverage, servicescape, pricing decisions, and low visitor demand or sensible admissions policies. Outraged guests described various aspects of their experiences such as negative perceptions of value, long waits, poor customer service, and negative emotions. Root causes for customer outrage included low quality or deficient core products, poor quality of food and beverage, poor facility maintenance, aggressive pricing decisions, poor staff selection, training, and working conditions, and high customer demand on any given date or aggressive admissions policies.Originality/valueThe present research is unique in that it exposes the key themes of customer delight and outrage in the theme park setting, presents a conceptual model, and analyzes its root causes.

Peran Customer Delight Memoderasi Esteem Needs terhadap Niat Beli

The purpose of this study is to analyze the role of customer delight in moderating esteem needs to consumer purchase intentions (study on Guess products). This research was conducted in Bali Province with data analysis technique of Moderation Regression Analysis (MRA). Sample size obtained by using purposive sampling method as much as 100 respondents. Based on the results of the analysis can be stated that the esteem needs and customer delight directly affect the consumer's buying intentions on Guess products. Customer delight proved to moderate the relationship of esteem needs to consumers' buying intentions on Guess products. Recommendations that can be recommended for manufacturers Guess should pay attention to the position and views of consumers will use a Guess product to be an inspiration and improve the esteem needs among the community. Guess must be correct in providing information about the advantages over Guess products so that consumers feel comfortable, confident interested and really Guess as a product that is sought and needed.

A CONCEPTUAL STUDY ON CUSTOMER DELIGHT IN BANKS.

15Nov 2017 A CONCEPTUAL STUDY ON CUSTOMER DELIGHT IN BANKS. Mrs. R. mathangi , Dr. O. T. V. Latasri and Dr. L. J. Chaarlas. Research Scholar Commerce (F.T),Shrimathi Indira Gandhi College, Trichy. Assistant Professor, PG and Research Dept. of Commerce, Shrimathi Indira Gandhi College, Trichy. Associate Professor ? Head, Department of Commerce, St. Joseph?s College, Trichy.

상업 피트니스센터의 서비스 품질 수준과 고객충성도 형성 간 고객감동의 매개효과 분석

상업 피트니스센터의 서비스 품질 수준과 고객충성도 형성 간 고객감동의 매개효과 분석

Can Engaged and Positive Employees Delight Customers?

The Problem Although there have been a plethora of studies on the determinants of customer delight in marketing literature, less attention has been given to understand the role of employees’ work engagement and psychological capital (PsyCap) in satisfying and delighting customers. The objective of the present study is threefold—the first is to examine how engaged employees are positive and efficacious; the second is to investigate how engaged, positive, and efficacious employees delight patients specifically in the health care sector; and the third is to examine how the relationship between employees’ positive PsyCap and customer delight is mediated by beneficiary contact, which is the perception of employees about the meaningful impact of their efforts on their patients. The Solution Previous studies have shown that employees who are absorbed, dedicated, and immersed in their work are more confident and positive at their workplace. Engaged, positive, and confident employees not only keep themselves but also their customers happy and positive through their optimistic outlook and efficacious work behavior. Responses are collected from 200 employees and their 200 patients from different hospitals of India. Hierarchical regression analysis shows a significant and positive relationship between work engagement, PsyCap, and customer delight. Work engagement is found to predict PsyCap and customer delight. Beneficiary contact is found to mediate between the relationship of PsyCap and customer delight. The originality of the article lies in its interdisciplinary approach to understand how engaged and dedicated employees keep themselves and their patients positive and delighted. The Stakeholders This study is of relevance to human resource development (HRD) professionals, customer relationship managers of the health care sector, and also academicians belonging to the disciplines of marketing and human resource management. The findings of this study would help them understand how engaged employees lead to employees’ positive PsyCap and customer delight. Furthermore, they will also understand the vital role of the interface between employees and customers, as beneficiary contact mediates the relationship of employees’ PsyCap and customer delight.

Hedonic experience of customer re-patronizing intention: a system dynamics viewpoint

PurposeThis research paper expects to discover the causal relationships between hedonic value and certain factors by using the concept of system dynamics, which is a process-oriented method that can deal with a large number of variables and a higher-order non-linear system. Thus, this research paper’s purposes are to explore the degree of customer delight on re-patronizing intention, investigate the importance of word-of-mouth (WOM) on re-patronizing intention of new customers and discover the gap between service recovery and customer expectation.Design/methodology/approachThis research aims to propose a holistic framework to investigate the factors influencing patronizing and re-patronizing intention by utilizing system dynamics. System dynamics uses simulation to investigate the complex economic system in the society; furthermore, it deals with the decision-making problem. The features of system dynamics include non-linearity, information feedback, time delay and dynamic complexity.FindingsThe result showed that customer hedonic value is a major influence. The authors discovered that customer delight, WOM, service recovery and re-patronizing intention are interrelated. The analysis shows hedonic value indirectly influenced customer delight during service experiential process. The result also indicated that a high hedonic value influenced WOM efficiently.Originality/valueThis research aims to understand customer hedonic experience and the important factors that influence service experience. The authors used the concept of system dynamics to analyze the proposed model. A causal loop diagram was used to present the relationships among variables. The results reveal that hedonic value is the most critical factor that influences all the other factors. Customers who experience more hedonic value will accelerate the speed of delivery and amount of WOM. The service experience processes of customer delight, WOM and service recovery will affect the customers’ hedonic value and ultimately affect customers’ re-patronizing intention.