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 …

An extensive literature review and analysis of 74 articles spanning over more than 11 years
and 39 journals has been carried out so as to present the current state of research in the …

Although customer experience and employee behavior are essential to a company's
success, few hospitality field studies have used the service marketing triangle model to …

Purpose Using person–job fit, congruence and conservation of resources theories as the
theoretical underpinnings, the purpose of this study is to propose and test a research model …

Purpose The purpose of this study is to examine the influence of workplace happiness and
work engagement on employee service innovative behavior from the perspective of positive …

Purpose Social networks offer consumers the ability to voice their opinions of brands in a
real-time, public setting. This represents a unique challenge for firms as brand managers …

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 …

Purpose The theory-building around the quality of human resources has received extensive
attention in recent years. Numerous quantitative studies discuss and test theories related to …

Purpose Employees' emotional competencies (EEC) are skills, based on emotional
intelligence, used to perceive, understand and regulate customer emotions during a service …

This research aims to elucidate the impact of the entirety of employment and the significance
of employment on the equilibrium between work and personal life in female employees. The …