Oh yeah, I remember that store! Memory, experience, and value

摘要: This chapter assess the different conceptualisations of delight; offer an overview of existing empirical evidence regarding the surprise-delight relationship; show that during highly hedonic experiences, surprise indirectly influences satisfaction and can increase satisfaction overall; and propose further research avenues. Practitioners firmly believe that customer delight, through surprise, offers a source of competitive advantage. In the literature that examines customer satisfaction and loyalty/retention, the concept of surprise is often associated with that of delight. In contrast with the first conceptualisation, the experience of surprise is not a necessary ingredient of delight in the second conceptualisation; surprise is just one possible antecedent amongst others. The delight-as-surprise-and-joy conceptualisation poses problems regarding the validity of the construct. On the other hand, studies that use the delight-as …