Master of Science in Hotel Administration
First Committee Member
Customer loyalty is one of the greatest marketing goals of any organization. Traditionally, the key to loyalty has been satisfaction. More recently, consumer delight has been linked as having a stronger connection to loyalty. This paper explores through a literature review, the connections between customer service, loyalty, satisfaction, and delight through the lens of the experience economy. Then, recommendations are provided for academics and hospitality professionals alike on how to delight customers through future research and front-line employee policies and procedures.
Customer relations; Customer services; Hospitality industry--Customer services
Business Administration, Management, and Operations | Hospitality Administration and Management
Landahl, Katherine, "Customer Delight: How Do We Achieve it? Customer Service and Exceeding Expectations" (2015). UNLV Theses, Dissertations, Professional Papers, and Capstones. 2608.