Customer delight

About: Customer delight is a research topic. Over the lifetime, 6244 publications have been published within this topic receiving 341829 citations.

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Abstract: A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase i...

Whence Consumer Loyalty

Abstract: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most ...

Satisfaction: A Behavioral Perspective On The Consumer

Abstract: List of Tables List of Figures Preface 1 Introduction: What Is Satisfaction? PART 1 BASIC SATISFACTION MECHANISMS 2 The Performance of Attributes, Features, and Dimensions 3 Expectations and Related Comparative Standards 4 The Expectancy Disconfirmation Model of Satisfaction PART 2 ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS 6 Quality: The Object of Desire 7 The Many Varieties of Value in the Consumption Experience 8 Equity: How Consumers Interpret Fairness 9 Regret: What Might Have Been, and Hindsight (What I Knew Would Be) PART 3 SATISFACTION PROCESSES AND MECHANISMS 10 Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes) 11 Why Did It Happen? Attribution in the Satisfaction Response 12 Emotional Expression in the Satisfaction Response 13 The Processing of Consumption PART 4 SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? 14 After Satisfaction: The Short Run Consequences 15 Loyalty and Financial Impact: Long-term Effects on Satisfaction Name Index Subject Index About the Author

Customer Loyalty: Toward an Integrated Conceptual Framework:

Abstract: Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage. The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences. Implications for research and for the management of loyalty are derived.

Zero defections: quality comes to services.

Abstract: Companies that want to improve their service quality should take a cue from manufacturing and focus on their own kind of scrap heap: customers who won't come back. Because that scrap heap can be every bit as costly as broken parts and misfit components, service company managers should strive to reduce it. They should aim for "zero defections"--keeping every customer they can profitably serve. As companies reduce customer defection rates, amazing things happen to their financials. Although the magnitude of the change varies by company and industry, the pattern holds: profits rise sharply. Reducing the defection rate just 5% generates 85% more profits in one bank's branch system, 50% more in an insurance brokerage, and 30% more in an auto-service chain. And when MBNA America, a Delaware-based credit card company, cut its 10% defection rate in half, profits rose a whopping 125%. But defection rates are not just a measure of service quality; they are also a guide for achieving it. By listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources. Staples, the stationery supplies retailer, uses feedback from customers to pinpoint products that are priced too high. That way, the company avoids expensive broad-brush promotions that pitch everything to everyone. Like any important change, managing for zero defections requires training and reinforcement. Great-West Life Assurance Company pays a 50% premium to group health-insurance brokers that hit customer-retention targets, and MBNA America gives bonuses to departments that hit theirs.