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- W94338304 abstract "This chapter assess the different conceptualisations of delight; offer an overview of existing empirical evidence regarding the surprise-delight relationship; show that during highly hedonic experiences, surprise indirectly influences satisfaction and can increase satisfaction overall; and propose further research avenues. Practitioners firmly believe that customer delight, through surprise, offers a source of competitive advantage. In the literature that examines customer satisfaction and loyalty/retention, the concept of surprise is often associated with that of delight. In contrast with the first conceptualisation, the experience of surprise is not a necessary ingredient of delight in the second conceptualisation; surprise is just one possible antecedent amongst others. The delight-as-surprise-and-joy conceptualisation poses problems regarding the validity of the construct. On the other hand, studies that use the delight-as-surprise-and-joy conceptualisation exhibit discriminant validity problems among the measures of delight, joy, and surprise. Supporters of the delight-as-surprise-and-joy approach also emphasise the need to develop better measurements of delight." @default.
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- W94338304 date "2009-01-01" @default.
- W94338304 modified "2023-09-23" @default.
- W94338304 title "Reflections on ultra-fine dining experiences" @default.
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- W94338304 doi "https://doi.org/10.4324/9781315594828-15" @default.
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