Does Customer Delight Matter in the Customer Satisfaction-Loyalty Linkage?

This research focuses on the relationships among customer satisfaction, delight, and loyalty. Although customer delight is one facet of an affective evaluation that can be predicted from customer satisfaction as cognitive component of the evaluation, there is no empirical examination on the casual r...

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Bibliographic Details
Published inThe Journal of Asian finance, economics, and business Vol. 6; no. 3; pp. 235 - 245
Main Authors KIM, Mi Jeong, PARK, Chul Ju
Format Journal Article
LanguageEnglish
Published 한국유통과학회 31.08.2019
Subjects
경제학
Customer Satisfaction
Customer Delight
Customer Loyalty
Online AccessGet full text
ISSN2288-4637
2288-4645
DOI10.13106/jafeb.2019.vol6.no3.235

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Table of Contents:
  • Abstract 1. Introduction 2. Conceptual Framework and Hypothesis 2.1. The Conceptual Difference betweenCustomer Satisfaction and Delight 2.3. The Mediating Role of Customer Delight 3. Research Method 3.1. Study Contexts 3.2. Data Collection and Samples 3.3. Measures 4. Analyses and Results 4.1. Measurement Model Results 4.2. Results for the Mediating Role of CustomerDelight 5. Discussion 5.1. Implications for Theory 5.2. Implications for Practice 5.3. Limitation and Directions for Future Research References