Article ID Journal Published Year Pages File Type
1009194 International Journal of Hospitality Management 2016 11 Pages PDF
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 Business, Management and Accounting Strategy and Management
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