Journal ArticleDOI
Investigating the impact of surprise rewards on consumer responses
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In this paper, the authors compared surprise rewards with membership discount rewards in terms of their impact on customer responses of delight, frustration and satisfaction, and found that surprise rewards are more effective than membership discount reward for enhancing customer delight and satisfaction and attenuating customer frustration.About:
This article is published in International Journal of Hospitality Management.The article was published on 2015-09-01. It has received 50 citations till now. The article focuses on the topics: Customer delight & Customer retention.read more
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What makes hotel online reviews credible?: an investigation of the roles of reviewer expertise, review rating consistency and review valence.
Ada Lo,Sharon Siyu Yao +1 more
TL;DR: In this paper, the authors adopt a cognitive heuristic approach to investigate the interaction effect of a message source characteristic (reviewer expertise [RE]) and two message structure characteristics (review rating consistency [RC] and review valence [RV]) on the perceived credibility of hotel online reviews.
Journal ArticleDOI
Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter
TL;DR: In this paper, the authors conceptualize a term called idiosyncratic service experience (ISE) to represent the interpersonal aspects that create these unique or special service experiences, and examine the antecedents and consequences of ISEs in a structural model.
Journal ArticleDOI
Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise
TL;DR: In this paper, the authors explored the linkages of employee effort, employee expertise and the firm's tangibles to customer surprise and joy which in turn lead to customer delight and per cent of budget spent.
Journal ArticleDOI
Developing a Theory of Surprise from Travelers’ Extraordinary Food Experiences:
TL;DR: This article explored the extraordinary experiences of food tourists and developed a theory of surprise in relation to a typology of food cultural capital, and found that food tourists experienced surprise in different ways, depending on their food culture capital.
Journal ArticleDOI
Customer Delight: A Review and Agenda for Research
TL;DR: In this article, the concept of customer delight was introduced to the academic literature, and since then a plethora of academics have studied the construct across many diverse contexts, and the concept has been applied to a variety of domains.
References
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Book
Judgment Under Uncertainty: Heuristics and Biases
Amos Tversky,Daniel Kahneman +1 more
TL;DR: The authors described three heuristics that are employed in making judgements under uncertainty: representativeness, availability of instances or scenarios, and adjustment from an anchor, which is usually employed in numerical prediction when a relevant value is available.
Journal ArticleDOI
Amazon's Mechanical Turk A New Source of Inexpensive, Yet High-Quality, Data?
TL;DR: Findings indicate that MTurk can be used to obtain high-quality data inexpensively and rapidly and the data obtained are at least as reliable as those obtained via traditional methods.
Book
Foundations of Behavioral Research
Fred N. Kerlinger,Howard B. Lee +1 more
TL;DR: In this article, the authors focus on the relationship between the research problems and the design of the research, and emphasize the fundamentals of understanding how to solve a scientific research problem, focusing upon the relationships between the problems and their solutions.
Running experiments on Amazon Mechanical Turk
TL;DR: The authors presented new demographic data about the Mechanical Turk subject population, reviewed the strengths of Mechanical Turk relative to other online and offline methods of recruiting subjects, and compared the magnitude of effects obtained using Mechanical Turk and traditional subject pools.
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Running experiments on Amazon Mechanical Turk
TL;DR: The authors presented new demographic data about the Mechanical Turk subject population, reviewed the strengths of Mechanical Turk relative to other online and offline methods of recruiting subjects, and compared the magnitude of effects obtained using Mechanical Turk and traditional subject pools.