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Full-Text Articles in Business
Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl
Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl
UNLV Theses, Dissertations, Professional Papers, and Capstones
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.
The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah
The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah
UNLV Theses, Dissertations, Professional Papers, and Capstones
This research examines the relationship between seven airport service dimensions (Access, Services and Facilities, Dining, Shopping, Service Personnel and Security, Environment, and Immigration and Customs) and overall passenger perceptions of service quality. The study used convenience sampling collecting data from a total of 304 travelers who were passengers at four major international airports in the West Coast region of United States - Las Vegas McCarran International, Los Angeles International, San Francisco International, and Seattle-Tacoma International. The data was collected online through Qualtrics with a self-administered questionnaire and it was analyzed using multiple linear regression.
Airport access, environment, dining, and immigration …