The Conceptualization of Customer Delight: A Research Framework

Kenneth K. Kwong ； Oliver H. M. Yau

《Asia Pacific Management Review》 7卷2期 (2002/06) Pp. 255-265

並列摘要

Customer delight and consumer satisfaction were shown to be qualitatively different by past research. These two look alike constructs are of interest to many researchers because of their uneven contribution to the firm profit. The capability of measuring a construct serves as a foundation to understand the empirical world. Being a new construct of increasing interest, there is a need to formalize various approaches currently used to measure customer delight. The current approaches are to either measure delight in a four-item emotions scale or in a single-item frequency scale. Still some other researchers conceptualized the most positive disconfirmation category at satisfaction scale be equivalent to delight. Six sessions of focus group discussion were conducted to derive words and phrases that best represent delight from customers own experience in consumption. A research framework for customer delight is drawn base on the outputs of this preliminary qualitative group discussion and the reviews of related literatures.

並列關鍵字

Customer delight ； Consumer satisfaction ； Focus group

參考文獻

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