From satisfaction to delight: a model for the hotel industry
From satisfaction to delight: a model for the hotel industry
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DOI：
10.1108/09596110610665302
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发表时间：
2006-06
影响因子：
11.1
通讯作者：
Edwin N. Torres;S. Kline
中科院分区：
文献类型：
--
作者：
Edwin N. Torres;S. Kline
目的-本文旨在开发一种管理模式，将有助于有效管理客户关系。这项研究详细解释了满意度和喜悦的概念;他们的前因和潜在的outcome.Design/方法/方式-现有的客户满意度文献的广泛审查揭示了客户的喜悦发生所需的关键概念。快乐可能会产生积极的商业成果，如口碑传播，忠诚度和增加盈利能力。使用现有的文献模型developed.Practical影响-所提出的模型可用于管理人员，以实现客户的喜悦，在他们的组织。它也可以用来获得更好地了解管理客户关系的过程。独创性/价值-在过去的几年中，客户满意度的概念一直优先于.
Purpose – This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes.Design/methodology/approach – An extensive review of existing customer delight literature reveals the key concepts necessary for customer delight to occur.Findings – Customer delight is a better measure of customer relationship management than customer satisfaction. Delight is likely to generate positive business results such as word‐of‐mouth communications, loyalty and increased profitability. Using existing literature a model is developed.Practical implications – The proposed model can be used by managers to achieve customer delight in their organizations. It can also be used to gain a better understanding of the process of managing customer relations.Originality/value – In the last few years the concept of customer delight has been taking precedence over the concept of ...