1 |
Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: Investigating delightful and terrible shopping experience. Journal of Business Research, 58(8), 1132-1145.
DOI
ScienceOn
|
2 |
Balabanis, G., Reynolds, N., & Simintiras, A. (2006). Bases of e-store loyalty: Perceived switching barriers and satisfaction. Journal of Business Research, 59(2), 214-224.
DOI
ScienceOn
|
3 |
Berman, B. (2005). How to delight your customers. California Management Review, 45(1). 129-151.
|
4 |
Chitturi, R., Raghunathan, R., & Mahajan, V. (2008). Delight by design: The role of hedonic versus utilitarian benefits. Journal of Marketing, 72(3), 48-63.
DOI
ScienceOn
|
5 |
Jeon, I. S., & Kim, H. J. (2005). Return on customer satisfaction investment: Is CSI financially accountable?. Journal of Korean Marketing Association, 20(3), 65-84.
|
6 |
Ko, J. J., & Suh, Y. H. (2012). The effects of consumers' delight on the loyalty in service encounter situation. Management and Information System Studies, 31(2), 231-251.
|
7 |
Kumar, A., Olshavsky, R. W., & King, M. F. (2001). Exploring alternative antecedents of consumer delight. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-26.
|
8 |
Park, S. A. (2008). A Comparative analysis on the effect of customer delight and customer satisfaction. Unpublished master's thesis, Hankuk University of Foreign Studies, Seoul.
|
9 |
Lee, J. H. (2011). An empirical study on the re-purchase intention and satisfaction of transaction customer in EC shopping mall. Journal of e-Business, 12(1), 159-177.
|
10 |
Lee, K. H. (2007). Empirical study on integrated model of user satisfaction and user delight. Unpublished master's thesis, Yonsei University, Seoul.
|
11 |
Patterson, K. (1997). Delighted clients are loyal clients. Rough Note, 140(3), 221-234.
|
12 |
Pluchik, R. (1980). Emotion: A psychoevolutionary synthesis. New York: Harper & Row.
|
13 |
Son, E. J., Choi, J. G., Hwang, S. A., & Li, H. B. (2011). A study on the reward programs for unsatisfied hotel guests and its impact on service satisfaction, trust, and revisiting intentions. Journal of Hospitality Management, 20(2), 137-155.
|
14 |
Russell, J. A. (1980). A circumplex model of affect. Journal of Personality and Social Psychology, 39(6), 1161-1178.
DOI
|
15 |
Rust, R. T., & Oliver, R. T. (2000). Should we delight customers?. Journal of the Academy of Marketing Science, 28(1), 86-94.
DOI
ScienceOn
|
16 |
Schneider, B. & Bowen, D. E. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
|
17 |
Culture hall in every Lotte department stores… 'Customer delight' management. (2012, November 28). HankyorehIlbo. Retrieved January 16, 2013, from http://www.hani.co.kr
|
18 |
Finn, A. (2005). Reassessing the foundations of customer delight. Journal of Service Research, 8(2), 103-116.
DOI
|
19 |
Hicks, J. M., Page, T. J., Behe, B. K., Dennis, J. H., & Fernandez, R. T. (2005). Delighted consumers buy again. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 18, 94-103.
|
20 |
Jang, I. J. (2010). The effect of utilitarian and hedonic attributes on customer delight. Unpublished master's thesis, Yonsei University, Seoul.
|
21 |
Jang, T. S. (2004). Influence of the service failure and recovery conducted by airline company on customer satisfaction. Journal of Tourism Research, 18(2), 183-202.
|
22 |
Vazquez-Casielles, R., Suarez-Alvarez, L., & Del Rio-Lanza, A. B. (2009). Customer satisfaction and switching barriers: Effects on repurchase intentions, positive recommendations, and price tolerance. Journal of Applied Social Psychology, 39(10), 2275-2302.
DOI
ScienceOn
|
23 |
Yi, Y. J., Cha, K. C., & Lee, C. L. (2008). The dynamic effects of customer satisfaction on firm's profitability and value. Asia Marketing Journal, 10(1), 1-23.
|
24 |
McNeilly, K. M., & Barr, T. F. (2006). I love my accountants-They're wonderful: Understanding customer delight in the professional services arena. Journal of Services Marketing, 20(3), 152-159.
DOI
ScienceOn
|
25 |
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
DOI
ScienceOn
|
26 |
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336.
DOI
ScienceOn
|
27 |
Oliver, R. L., & Westbrook, R. A. (1993). Profits of consumer emotions and satisfaction in ownership and usage. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 12-27.
|
28 |
St-James, Y., & Taylor, S. (2004). Delight-as-magic: Refining the conceptual domain of customer delight. Advances in Consumer Research, 31, 753-758.
|
29 |
The start of sign language counsel service in the industry…CJ delights customers. (2012, December 18). ChosunIlbo. Retrieved January 16, 2013, from http://www.chosun.com
|
30 |
Verma, H. V. (2003). Customer outrage and delight. Journal of Services Research, 3(1), 119-133.
|
31 |
Wang, X. (2011). The effect of unrelated supporting service quality on consumer delight, satisfaction, and repurchase intentions. Journal of Service Research, 14(2), 149-163.
DOI
ScienceOn
|
32 |
Williams, J. A., & Anderson, H. H. (1999). Customer delight: The beat of a different drummer. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 12, 44-52.
|
33 |
Whang, M. J. (2011). Effects of Perceived Value by Utilitarian/Hedonic Experiences and Self-Brand Connections on Post-Consumption Delight, Satisfaction and Word-of-Mouth. Unpublished doctoral dissertation, Yonsei University, Seoul.
|