Observing delightful experiences of other customers: the double-edged sword of jealousy and joy
Volume: 27, Issue: 1, Pages: 145 - 163
Published: Jan 9, 2017
Abstract
Purpose Deciding on the appropriate level of service is one of the paramount decisions a firm must make. Making this decision more complicated is the debate regarding the viability of aiming for the highest level of service or customer delight. One avenue of research missing from the literature is the impact of providing delight to one customer while in the presence of others. In response the purpose of this paper is to evaluate the emotional...
Paper Details
Title
Observing delightful experiences of other customers: the double-edged sword of jealousy and joy
Published Date
Jan 9, 2017
Volume
27
Issue
1
Pages
145 - 163
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