Delighting the customers: How customers get their expectations exceeded
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
In a time where global competition is fierce, it is said that customer delight has started to become a must for any organization who wishes to keep their customers and have them spread a positive word of mouth. Delight and its opposite, outrage, have started to draw more and more attention from marketers who have realized the importance and meaning of these concepts. We found it interesting that such strong findings regarding delight already exist among researchers although the area of research is relatively new. Another interesting aspect is that theories regarding delight and outrage predominantly look at these concepts from the organizations point of view. We therefore decided to fulfill the purpose of this thesis, how customers get their expectations exceeded, by looking at delight and outrage from the customers‟ point of view.This thesis findings and conclusions indicate that further research of this area is possible as the customers‟ point of view both supports but in rare cases also falsifies the already existing theories. Findings and conclusions also let us know that looking at delight and outrage from a customer point of view, new patterns can be discovered that are in need of further research.
Place, publisher, year, edition, pages
2011. , 56 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik, Delight
IdentifiersURN: urn:nbn:se:ltu:diva-52434Local ID: 98edaecc-a780-40fe-9423-c5b13b6f1e7fOAI: oai:DiVA.org:ltu-52434DiVA: diva2:1025804
Subject / course
Student thesis, at least 15 credits
Business Administration, bachelor's level
Validerat; 20110616 (anonymous)2016-10-042016-10-04Bibliographically approved