شناسایی و اولویت‌بندی شاخص‌های شعف مشتریان ورزشی: با تاکید بر ورزشکاران خبره ایران

References

Ball, J., & Barnes, D. C. (2017). Delight and the grateful customer: Beyond joy and surprise. Journal of Service Theory and Practice, 27(1), 250-269.‏

Barnes, D. C., Kraemer, T., Gouthier, M. H., Ludwig, N., & Giese, A. (2021). After-service gifts: Evaluating how presence, context and value impact customer satisfaction and customer delight. Journal of Marketing Theory and Practice, 29(3), 343-357.‏

Barnes, D. C., & Krallman, A. (2019). Customer delight: A review and agenda for research. Journal of Marketing Theory and Practice, 27(2), 174-195.‏

Barnes, D. C., Meyer, T., & Kinard, B. R. (2016). Implementing a delight strategy in a restaurant setting: the power of unsolicited recommendations. Cornell Hospitality Quarterly, 57(3), 329-342.‏

Bartl, C., Gouthier, M. H., & Lenker, M. (2013). Delighting consumers click by click: Antecedents and effects of delight online. Journal of Service Research, 16(3), 386-399.‏ doi:10.1177/1094670513479168.

Beauchamp, M. B., & Barnes, D. C. (2015). Delighting baby boomers and millennials: Factors that matter most. Journal of Marketing Theory and Practice, 23(3), 338-350.‏

Berman, B. (2005). How to delight your customers. California management review, 48(1), 129-151.‏

Dagger, T.S. (2011). To delight or not to delight? An investigation of loyalty formation in the restaurant industry. J. Hosp. Kim, M., Vogt, C.A., Knutson, B.J., 2015. Relationships among customer satisfaction,

Choi, S. A., & Hwang, Y. Y. (2019). The structural relationship between brand engagement and customer delight by sports brand experience. Journal of the Korea Industrial Information Systems Research, 24(3), 51-66.‏

Choi, S., & Mattila, A. S. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), 24-30.‏

Chuang, S. C., Cheng, Y. H., Chang, C. J., & Yang, S. W. (2012). The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective. The Service Industries Journal, 32(2), 257-271.‏

Cook, L. S., Bowen, D. E., Chase, R. B., Dasu, S., Stewart, D. M., & Tansik, D. A. (2002). Human issues in service design. Journal of operations management, 20(2), 159-174.‏

Cranage, D. (2004). Plan to do it right: and plan for recovery. International Journal of Contemporary Hospitality Management, 16(4), 210-219.‏

Creswell, J. W., & Clark, V. P. (2011). Mixed methods research. SAGE Publications.

Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.‏

Dey, S., Ghosh, S., Datta, B., & Barai, P. (2017). A study on the antecedents and consequences of customer delight. Total Quality Management & Business Excellence, 28(1-2), 47-61.‏

Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2), 35-68.‏

Finn, A. (2005). Reassessing the foundations of customer delight. Journal of Service Research, 8(2), 103-116.‏

Guidice, R. M., Barnes, D. C., & Kinard, B. R. (2020). Delight spirals: the cause and consequence of employee perceived customer delight. Journal of Service Theory and Practice, 30(2), 149-170.‏

Johnston, R., & Fern, A. (1999). Service recovery strategies for single and double deviation scenarios. Service Industries Journal, 19(2), 69-82.‏

Keiningham, T. L., Goddard, M. K., Vavra, T. G., & Iaci, A. J. (1999). Customer delight and the bottom line. Marketing Management, 8(3), 57.‏

Kumar, A., Olshavsky, R.W., & King, M.F. (2001), Exploring the antecedents of customer delight, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-27.

Lee, S. A., & Shea, L. (2015). Investigating the key routes to customers’ delightful moments in the hotel context. Journal of Hospitality Marketing & Management, 24(5), 532-553.‏ doi:10.1080/19368623.2014.925840

Ludwig, N. L., Barnes, D. C., & Gouthier, M. (2017). Observing delightful experiences of other customers: the double-edged sword of jealousy and joy. Journal of Service Theory and Practice, 27(1), 145-163.‏ doi:10.1108/JSTP-07-2015-0171

Magnini, V. P., Crotts, J. C., & Zehrer, A. (2011). Understanding customer delight: An application of travel blog analysis. Journal of Travel Research, 50(5), 535-545.‏

McColl-Kennedy, J. R., Daus, C. S., & Sparks, B. A. (2003). The role of gender in reactions to service failure and recovery. Journal of service research, 6(1), 66-82.‏

Meyer, T., Barnes, D. C., & Friend, S. B. (2017). The role of delight in driving repurchase intentions. Journal of Personal Selling & Sales Management, 37(1), 61-71.‏ doi:10.1080/08853134.2016.1272052.

Michelli, J. A. (2015). Driven to delight: Delivering world-class customer experience the Mercedes-Benz Way. McGraw Hill Professional.‏

Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336.‏

Patterson, K. (1997). Delighted clients are loyal clients. Rough Notes, 140(3), 221-234.

Schiffman, L. G., & Kanuk, L. L. (2006). Consumer Behavior. Pearson Prentice Hall.‏

Skogland, I., & Siguaw, J. A. (2004). Are your satisfied customers loyal?. Cornell hotel and restaurant administration quarterly, 45(3), 221-234.‏

Swanson, S. R., & Davis, J. C. (2012). Delight and outrage in the performing arts: A critical incidence analysis. Journal of Marketing Theory and Practice, 20(3), 263-278.‏

Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future research. Journal of Hospitality Marketing & Management, 23(6), 652-677.‏

Torres, E. N., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), 642-659.‏

Torres, E. N., & Ronzoni, G. (2018). The evolution of the customer delight construct: Prior research, current measurement, and directions for future research. International Journal of Contemporary Hospitality Management, 30(1), 57-75.‏

Wang, X. (2011). The effect of unrelated supporting service quality on consumer delight, satisfaction, and repurchase intentions. Journal of Service Research, 14(2), 149-163.