The Experts below are selected from a list of 1242 Experts worldwide ranked by ideXlab platform
Lili Adi Wibowo - One of the best experts on this subject based on the ideXlab platform.
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Customer Delight strategy in hotel industry
International Conference on Software Engineering, 2016Co-Authors: Lili Adi Wibowo, Judi Januarita Pratiwi EkaputriAbstract:Low Customer loyalty is a significant issue in hotel industry. Every hotel faces the same problem that is to keep their Customers loyal. It is important since the Customers are assets for the hotels. Therefore, retaining Customers, which is easier and cheaper, should give some more importance than acquiring new ones. It is not an easy job when there is competition between hotels trying to keep their Customers loyal. Grand Royal Panghegar Hotel is one of the hotels facing the low Customer loyalty problem. Thus, this research aims to know the influence of good service to Customer loyalty. This research employs descriptive and verifiable method and examines 100 hotel Customers by employing Partial Least Square Methode (PLS) analysis technic. The results show that Customer Delight strategy has a significant contribution to Customer loyalty. The most important factor contributing to the Customer loyalty is trust that is needed to build a strong relationship between hotel and its Customers. Meanwhile, ju stice becomes a factor that gives low contribution to loyalty. This aspect must be improved by providing fair treatment for the Customers who stay and do transaction at the hotels.
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upaya menciptakan Customer Delight melalui service excellence hotel santika siligita nusa dua bali survei terhadap tamu sip member yang menginap di hotel santika siligita nusa dua bali
T.H.E. Journal, 2016Co-Authors: Norma Komala Sari, Lili Adi Wibowo, Oce RidwanudinAbstract:The purpose of this research are to findings regarding the implementation of service excellence, Customer Delight, and effect of service excellence towards Customer Delight in Hotel Santika Siligita Nusa Dua Bali. Using 100 respondents from SIP member guests who stay in the Hotel Santika Siligita Nusa Dua Bali, who collect from systematic random sampling and calculated by simple linear regression. The results showed that the service excellence has a significant influence on Customer Delight in Hotel Santika Siligita Nusa Dua Bali.
Donald C Barnes - One of the best experts on this subject based on the ideXlab platform.
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Customer Delight during a crisis understanding Delight through the lens of transformative service research
Journal of Service Management, 2020Co-Authors: Donald C Barnes, Alexandra Krallman, Jessica Mesmermagnus, Lisa L Scribner, Rebecca M GuidiceAbstract:Purpose: The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the Customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of Customer Delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to Customer well-being and, ultimately, to invoking Customer Delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of Customer well-being and that meeting well-being needs ultimately promotes Delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of Delight. Design/methodology/approach: Utilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced Customer Delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment. Findings: The results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of Delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters. Originality/value: We discuss the implications of these findings for integrating the TSR and Customer Delight literatures to better understand how service experiences that meet salient needs produce Customer well-being and Delight. Ultimately, we find Customer Delight can benefit well-being across individual, collective and societal levels.
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Delight spirals the cause and consequence of employee perceived Customer Delight
Journal of Service Theory and Practice, 2020Co-Authors: Rebecca M Guidice, Donald C Barnes, Brian R KinardAbstract:With increasing competition in the marketplace, there is a greater push for exceeding Customer expectations and delivering Customer Delight to ensure firm’s success. The main reason for this push is the beneficial outcomes for the firm. More recently, hidden benefits have been identified (i.e. elevated Customer emotions can positively impact other Customers and employees in the service environment). Adding to this developing literature, the current research develops a model that links antecedents and outcomes to employee perceptions of Customer Delight.,Both field and panel data, as well as multiple statistical methods, were utilized to test the hypothesized relationships. The field data were collected from employees of a national specialty retailer.,Service climate and interpersonal influence have a positive impact on Customer Delight and employee perceptions of Customer Delight. In turn, employee perceptions of Customer Delight positively impact harmonious passion and job dedication. In addition, accountability for pleasing Customers is a significant moderator of the relationship between employee perceptions of Customer Delight and harmonious passion, but not between employee perceptions of Customer Delight and job dedication.,This research contributes to the ongoing debate on the viability of Customer Delight as a service standard by investigating the under-studied perspective of the frontline employee.,This research contributes to the debate on the value of Customer Delight as a service standard by investigating the under-studied perspective of the frontline employee. A key takeaway for practitioners is how to create and manage the Delight spirals that can occur when Customers are Delighted.,This is the first study that evaluates antecedents and outcomes of employee-perceived Customer Delight in a single model. This is also the first study to measure the impact of employee perceptions of Customer Delight with field data.
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Customer Delight a review and agenda for research
The Journal of Marketing Theory and Practice, 2019Co-Authors: Donald C Barnes, Alexandra KrallmanAbstract:Nearly 20 years ago the concept of Customer Delight was introduced to the academic literature. Since then a plethora of academics have studied the construct across many diverse contexts. Unfortunat...
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Delight and the grateful Customer beyond joy and surprise
Journal of Service Theory and Practice, 2017Co-Authors: Joan Ball, Donald C BarnesAbstract:Purpose The purpose of this paper is to combine the evolving fields of Customer Delight and positive psychology to investigate a broader conceptualization of Customer Delight. Furthermore, to investigate antecedent variables that impact this broader conceptualization. Design/methodology/approach This research employed structural equation modeling in a hedonic context. Findings Key findings indicate that aside from joy and surprise, gratitude also has a positive impact on Customer Delight. Furthermore, psychological sense of brand community (PSBC) and transcendent Customer experiences (TCE) were shown to positively impact the proximal antecedents of Customer Delight. Research limitations/implications Extending the domain of Customer Delight beyond joy and surprise contributes to the theoretical discussion on what Customer Delight represents to the service firm. Further, this research identifies new theoretical relationships between PSBC/TCE and Customer Delight. Practical implications By offering the broader conceptualization of Customer Delight, this research contributes to the discussion of whether Delight is possible or even profitable. Namely, by moving past joy/surprise, this research suggests that managing gratitude can be a strategic lever that the modern service firm can utilize. Originality/value This is the first research to evaluate gratitude as an antecedent to Customer Delight. Further, by combining positive psychology and Delight research this research identifies new predictors of positive Customer experiences.
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multiple paths to Customer Delight the impact of effort expertise and tangibles on joy and surprise
Journal of Services Marketing, 2016Co-Authors: Donald C Barnes, Joel E Collier, Vince Howe, Douglas K HoffmanAbstract:Purpose Historically, firms have dedicated an abundance of resources in the pursuit of Customer satisfaction and its corresponding favorable consequences. However, research indicates that Customer satisfaction may not necessarily result in the outcomes pursued. This paper aims to focus on the concept of Customer Delight and explore antecedents and consequences of interest to the service firm. More specifically, the proposed model explores the linkages of employee effort, employee expertise and the firm’s tangibles to Customer surprise and joy which in turn lead to Customer Delight and per cent of budget spent. Design/methodology/approach Data were collected from a grocery store. The hypothesized relationships were tested using structural equation modeling. Findings Results from this study yield new insights into the dual pathways leading to Customer Delight through joy and surprise. That is, joy and tangibles lead to both joy and surprise, whereas expertise leads to joy alone. Both joy and surprise are completely mediated through Delight to per cent of budget spent. Interestingly, higher frequency Customers experience a stronger relationship from joy to Delight. Research limitations/implications The findings have implications for the ongoing debate on the viability of Customer Delight and extending the theoretical understanding of why Customer Delight represents such a powerful force in the service environment. Practical implications By providing specific variables that impact both joy and surprise, management can develop tactics to develop Delight initiatives. Originality/value This is the first study proposing multiple paths to Customer Delight. Further, this is the first study to link needs based and disconfirmation into a single model.
Edwin N Torres - One of the best experts on this subject based on the ideXlab platform.
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measuring Delightful Customer experiences the validation and testing of a Customer Delight scale along with its antecedents and effects
International Journal of Hospitality Management, 2020Co-Authors: Edwin N Torres, Tingting Zhang, Giulio RonzoniAbstract:Abstract The construct of Customer Delight has captured the attention of scholars and managers alike. Nevertheless, its definition and measurement vary across scholarly literature and several quantitative scales were developed before extensive qualitative research on Customer Delight, which provided further clarification on the nature of this construct, was even conducted. Consequently, the present research draws upon the conceptual and qualitative work in the field to validate a survey instrument in order to measure Customer Delight. The authors collected data in four major service industries—hotel, restaurant, retail, and theme park. Following the five-stage scale development and validation approach, the researchers then refined a Customer Delight scale. The scale was found to have appropriate levels of validity and reliability. Finally, the authors proposed and tested the antecedents and consequences of Customer Delight using structural equation modelling. The proposed scale allows managers to measure the incidence of Customer Delight in their organizations.
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Customer Delight and outrage in theme parks a roller coaster of emotions
International Journal of Hospitality & Tourism Administration, 2019Co-Authors: Edwin N Torres, Ady Milman, Soona ParkAbstract:The present study explored the key drivers of Customer Delight and outrage in North American theme parks. Following content analysis of TripAdvisor postings, the authors revealed the most frequentl...
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the evolution of the Customer Delight construct prior research current measurement and directions for future research
International Journal of Contemporary Hospitality Management, 2017Co-Authors: Edwin N Torres, Giulio RonzoniAbstract:The present research aims to summarize the literature on Customer Delight, identify trends and debates, create an instrument to measure Delight and propose directions for future research.,A comprehensive review of the literature has been undertaken. Flowing from a variety of conceptual, qualitative and quantitative articles, operational measures have been identified, and an instrument to measure Customer Delight has been proposed.,Past research on Customer Delight identified various emotions that trigger Delight, as well as human needs, traits and behaviors associated with Delightful experiences, and features of the service experience commonly related to Delight. On the basis of these findings, the researchers have developed an instrument to measure Customer Delight.,The proposed instrument enables managers to measure Customer Delight in various service settings. Measuring and attaining higher levels of Customer Delight can help generate greater loyalty as compared to Customer satisfaction.,The authors unify the conceptualization and measurement of Customer Delight and create a new instrument to measure the construct. Similarities and debates in the past research are identified, and directions for the future of Customer Delight are presented. Future studies can further test and validate the presented instrument in various service industries.
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are there gender differences in what drives Customer Delight
Tourism Review, 2014Co-Authors: Edwin N Torres, Xinran LehtoAbstract:Purpose – This paper aims to understand how male and female hotel guests become Delighted Customers. It aims to present the similarities and differences along with respective implications for theory and application. Design/methodology/approach – During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous Customer Delight study (Torres and Kline), a codebook was developed to determine the salient themes that emerged during the interview process. Interviews were coded independently by three experienced reviewers using the process of content analysis. Findings – The results demonstrated that while men and women agreed on most aspects of the service experience that led them to feel Delighted, there were other aspects of the Delight experience that seemed to vary by gender. More specifically, female guests were more ...
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examining key drivers of Customer Delight in a hotel experience a cross cultural perspective
International Journal of Hospitality Management, 2014Co-Authors: Edwin N Torres, Xiaoxiao Fu, Xinran Y LehtoAbstract:Abstract Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of Customer Delight has revealed some of the factors that define and drive the Customer Delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be Delighted by different things? In the present study, the researchers conducted extensive semi-structured interviews (n = 228) with guests from different nationalities visiting the Central Florida area. The guests interviewed came predominantly from the United States, Brazil, Germany, and Canada. Using a process of content analysis, the researchers analyzed the drivers of Customer Delight and concluded that while some universal service elements exists, guests from different cultures can also be Delighted by different services and amenities.
Oce Ridwanudin - One of the best experts on this subject based on the ideXlab platform.
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upaya menciptakan Customer Delight melalui service excellence hotel santika siligita nusa dua bali survei terhadap tamu sip member yang menginap di hotel santika siligita nusa dua bali
T.H.E. Journal, 2016Co-Authors: Norma Komala Sari, Lili Adi Wibowo, Oce RidwanudinAbstract:The purpose of this research are to findings regarding the implementation of service excellence, Customer Delight, and effect of service excellence towards Customer Delight in Hotel Santika Siligita Nusa Dua Bali. Using 100 respondents from SIP member guests who stay in the Hotel Santika Siligita Nusa Dua Bali, who collect from systematic random sampling and calculated by simple linear regression. The results showed that the service excellence has a significant influence on Customer Delight in Hotel Santika Siligita Nusa Dua Bali.
Norma Komala Sari - One of the best experts on this subject based on the ideXlab platform.
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upaya menciptakan Customer Delight melalui service excellence hotel santika siligita nusa dua bali survei terhadap tamu sip member yang menginap di hotel santika siligita nusa dua bali
T.H.E. Journal, 2016Co-Authors: Norma Komala Sari, Lili Adi Wibowo, Oce RidwanudinAbstract:The purpose of this research are to findings regarding the implementation of service excellence, Customer Delight, and effect of service excellence towards Customer Delight in Hotel Santika Siligita Nusa Dua Bali. Using 100 respondents from SIP member guests who stay in the Hotel Santika Siligita Nusa Dua Bali, who collect from systematic random sampling and calculated by simple linear regression. The results showed that the service excellence has a significant influence on Customer Delight in Hotel Santika Siligita Nusa Dua Bali.
