Work

Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

Year: 2016

Type: article

Study design: Observational Study

Source: Journal of Services Marketing

DOI: 10.1108/jsm-05-2015-0172

Authors: Donald C. Barnes, Joel E. Collier, Vince Howe, K. Douglas Hoffman

Institutions: University of North Carolina Wilmington, Mississippi State University, Colorado State University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W2354690341

FWCI: 13.61

Cites: 71

Cited by: 101

Related to: 10