Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1009194 | International Journal of Hospitality Management | 2016 | 11 Pages |
Abstract
Compared with customer satisfaction, customer delight is considered a more effective indicator of customer relationship management in the hospitality industry. As researches have suggested that organizational culture plays a vital role in providing customer delight service in the hospitality industry, this study initiated to investigate customer delight from the perspective of organizational culture. The investigation was based on multilayer cultural theories, and the domains of customer delight culture were identified in this study by applying a qualitative approach and content analysis. Finally, a framework of the customer delight culture was then developed to clearly understand the insights of organizational culture on customer delight.
Related Topics
Social Sciences and Humanities
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Strategy and Management
Authors
Chiu-Ying Kao, Sheng-Hshiung Tsaur, Tsung-Chiung (Emily) Wu,