Award Date
5-1-2015
Degree Type
Professional Paper
Degree Name
Master of Science in Hotel Administration
Department
Hotel Administration
First Committee Member
Chih-Chien Chen
Abstract
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.
Keywords
Customer relations; Customer services; Hospitality industry--Customer services
Disciplines
Business Administration, Management, and Operations | Hospitality Administration and Management
File Format
Degree Grantor
University of Nevada, Las Vegas
Language
English
Repository Citation
Landahl, Katherine, "Customer Delight: How Do We Achieve it? Customer Service and Exceeding Expectations" (2015). UNLV Theses, Dissertations, Professional Papers, and Capstones. 2608.
http://dx.doi.org/10.34917/8349569
Rights
IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/
Included in
Business Administration, Management, and Operations Commons, Hospitality Administration and Management Commons