Investigating the Employee’s Perspective of Customer Delight

The impact of perceived customer delight on the frontline employee

“…This is an important perspective for several reasons: (1) employees are a key component of Kotler's (1994) services marketing triangle model which links the firm with customers; (2) there is evidence that the interactional nature of the service encounter impacts employees as well as customers (i.e., Barnes, Collier, Ponder, & Williams, 2013;Homburg & Stock, 2005); and (3) employee attitudes and behaviors have been linked to firm success within the service-profit chain framework (Heskett, Jones, Loveman, Sasser, & Schlesinger, 1994).…”

Investigating the Key Routes to Customers’ Delightful Moments in the Hotel Context

“…Customer delight could also benefit employees by increasing job performance and satisfaction. For instance, Barnes, Collier, Ponder, and Williams (2013) determined frontline employees had beneficial outcomes from customer delight because of the emotional contagion from customers. Management should create a supportive organizational environment and endow employees' own authority to benefit from the delightful moments for the key stakeholders of the hotel-customers, employees, and the hotel organization.…”

Can Humanoid Service Robots Perform Better Than Service Employees? A Comparison of Innovative Behavior Cues

“…Satisfaction with the HSR is defined as a person's evaluation of her or his interaction with an HSR/HSE [42]. Delight with the HRI/HHI refers to the person's excitement and pleasure in response to treatment received from the HSR/HSE [43]. Furthermore, the role of consumer's expectations and their fulfillment by the HSR is examined.…”