What Drives Tourist Delight and Tourist Equity and Consequences in Tourist Loyalty

Purpose: This study was to test Sensory Experience Tourist Equity, Affective Experience, Tourist Delight, Cognitive, Behavioral Experience, Tourist Delight, Tourist Equity effect on Tourist Loyalty.   Theoretically framework: The article is portraited various research which includes quantitative,  and case studies available in various databases like a web of science, Scopus is illustrated for a better understanding of the topic.   Design/methodology/approach: This study are tourism tourists who have visited Huta Tinggi once a year. The sample in this study were 200 respondents using a purposive sampling technique with the criteria of tourists who had visited Huta Tinggi once a year. This research is a quantitative research with a survey method. The data collection tool in this study used a questionnaire. Data analysis using PLS-SEM.   Findings: showed that Affective Experience had a positive and significant effect on Tourist Delight, Cognitive Experience had a positive and significant effect on Tourist Delight and Tourist Equity, Sensory Experience had a positive and significant effect on Tourist Delight and Tourist Equity, Social Experience had a positive and significant effect on Tourist Delight and Tourist Equity, Tourist Delight has a positive and significant effect on Tourist Equity, Tourist Delight has a positive and significant effect on Tourist Loyalty, Tourist Equity has a positive and significant effect on Tourist Loyalty.    Originality/value: This study provides empirical evidence and  will be a useful guide for tourism in building more strategic destinations for tourists' enjoyment or tourist delight

More than a feeling? Toward a theory of customer delight

PurposeResponding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice.Design/methodology/approachThis paper presents the results of three qualitative studies. The first study explores customer delight through self-reported consumption experiences in customer-selected contexts, followed by one-on-one in-depth interviews. The second involves focus groups and the third examines self-reported incidents of delightful customer experiences.FindingsThis research finds that customer delight goes beyond extreme satisfaction and joy and surprise to include six properties that—individually or in combination—characterize customer delight. An expanded conceptualization of how customer delight can be defined is proposed in which customer delight is associated with various combinations of six properties – the customer experiencing positive emotions, interacting with others, successful problem-solving, engaging customer’s senses, timing of the events and sense of control that characterizes the customer's encounter.Research limitations/implicationsIt is clear from the findings of this research that there is no single property that is associated with delight. Through the facilitation of multiple properties, managers have the potential to create a multitude of routes to delight. It is recommended that future research (1) identify and explicate these alternative routes for engendering delight using the six properties identified, and (2) develop a general typology based on service context and characteristics, customer segment, etc. that further stimulates scholarship on delight, and offers more industry-specific insights for managers.Practical implicationsInsights from this investigation will encourage managers and service designers to think more broadly and creatively about delight. Doing so will open up new opportunities for achieving customer delight, beyond merely focusing on extreme satisfaction or surprise and joy strategies currently dominating discussions of customer delight.Originality/valueThis paper makes several contributions to the service literature. First, it extends current conceptualizations of customer delight and offers an expanded definition. Next, it demonstrates how this new understanding extends the existing literature on delight. Finally, it proposes an agenda for future delight research and discusses managerial implications, opening up new opportunities for firms to design delightful customer experiences.</jats:sec

Dignified Dwellings: Minimum Dwelling for the 21st Century

The first major architecture treatise written in the first century B.C. by Marcus Vitruvius Pollio defines three principles that constitute a work of architecture, namely firmness, utility, and delight. This thesis speculates on whether housing for the under-sheltered in the 21st century has focused disproportionately on two of the three values of the triad, falling short in providing delight to under-served populations. In turn, the thesis offers four pillars to the discourse on transitional housing that paves the way to expanding delight for these housing strategies to include safe community spaces, access to ample natural resources, securable quarters, and spatial customization. Together, these pillars are exercised through the design of a transitional housing project located in Los Angeles, California that would serve the Skid Row community, providing a new architectural beginning for this group, and in turn, social mobility through provisions of delight

Determinants and Effects of User Delight with Theme Park Apps

The rise of mobile apps intended to enhance the customer experience has prompted theme park operators to implement theme park apps with which to improve their relationships with visitors. The value of user delight in theme park apps has attracted considerable attention. To develop a delightful theme park app, however, theme park operators require a more detailed understanding of how they can optimize the impacts of theme park apps. By conducting an empirical study of 204 users of theme park apps through an online survey, this study found that delight has substantial impacts on users’ continuance intention, recommendation, offering feedback, and revisit intention regarding theme parks. Additionally, delight is determined by entertainment, aesthetic design, and achievement-related gamification. This study contributes to the literature on delight in the context of theme park apps and offers practical implications for theme park app designers and operators

New Insights in the Quality-Satisfaction Link : Identifying Asymmetric and Dynamic Effects

This study explores the relationship between service quality and customer satisfaction. Building on existing literature, the link is proposed to be asymmetric in nature. Drawing on customer delight theory and opponent-process theory, we also study the dynamics of the relationship and develop an integrative perspective. Results are obtained by applying dummy variable regression and time-based cohort analysis in two different e-service settings. The findings show that functional-utilitarian quality attributes (efficiency, fulfillment, system availability, and privacy) display habituation effects over time, so that they tend to lose their capability to delight customers. In contrast, hedonistic attributes (website design, enjoyment, and image) seem to be increasingly enjoyed after initial experience with an e-service and develop customer delight capabilities in a later relationship stage. These insights are vital for e-service managers as they help to improve the efficiency of quality investments on the Internet

Delighted or Outraged? Uncovering Key Drivers of Exceedingly Positive and Negative Theme Park Guest Experience

Purpose Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks. Design/methodology/approach Following the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root cause in order to ascertain the sources leading to both positive and negative consumer feedback. Findings Delighted guests relayed various aspects of their experience including positive affect experience, positive value perceptions, and limited wait times. Root causes that influenced customer delight included: excellent core product, quality food and beverage, servicescape, pricing decisions, and low visitor demand or sensible admissions policies. Outraged guests described various aspects of their experiences such as negative perceptions of value, long waits, poor customer service, and negative emotions. Root causes for customer outrage included low quality or deficient core products, poor quality of food and beverage, poor facility maintenance, aggressive pricing decisions, poor staff selection, training, and working conditions, and high customer demand on any given date or aggressive admissions policies. Originality/value The present research is unique in that it exposes the key themes of customer delight and outrage in the theme park setting, presents a conceptual model, and analyzes its root causes

Online Travel Service Quality: The Importance of Pre-Transaction Services

The Internet revolution has led to significant changes in the way travel agencies interact with customers. Travel websites are used to different degrees, and for a variety of combinations of pre-transaction, transaction and post-transaction services. A better understanding of how customers interact with online services will help providers improve service quality to levels that satisfy or even delight customers, and thus create loyalty. This article provides a comprehensive review of the literature on online service quality, applies the theory to online travel offerings, and reports on an empirical study of quality perceptions of pre-transaction services provided on three travel websites. Effects on customer perceived quality were measured for process and outcome dimensions of online services. Implications for the design of online travel services and suggestions for further research are formulated.Economics ;