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Torres, E.N. and Kline, S. (2013) From Customer Satisfaction to Customer Delight: Creating a New Standard of Service for the Hotel Industry. International Journal of Contemporary Hospitality Management, 25, 642-659.
https://doi.org/10.1108/IJCHM-Dec-2011-0228

has been cited by the following article:

• TITLE: Customers’ Responses to Employee Extra Attention

  AUTHORS: Yoshimasa Kageyama, Albert Barreda

  KEYWORDS: Employee Extra Attention, Customer Delight, Customer Repurchase Intentions

  JOURNAL NAME: Open Journal of Business and Management, Vol.7 No.1, November 28, 2018

  ABSTRACT: 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.