IDEAS home Printed from https://ideas.repec.org/
MyIDEAS: Log in (now much improved!) to save this article

Customer dissatisfaction and delight: completely different concepts, or part of a satisfaction continuum?

Listed author(s):
  • Maria Luiza Souca

    (Babeş‐Bolyai University, Cluj‐Napoca, Romania)

Registered author(s):

    Customer satisfaction is one of the most important concepts in economic research literature, having been the focus of countless studies. However, as economic knowledge enhances, there is a need for defining new concepts related to satisfaction, which place emphasis on different aspects: customer dissatisfaction and customer delight. Observing that researchers still have not yet adopted a clear definition of the concepts, nor reached a consensus regarding the relationship between the three constructs, the current paper aims to provide a clearer image of the three terms, by emphasizing both the differences between them and the common elements, which in turn can be used in the creation of better measurement scales for more adequate research instruments. The method of research is analysis of secondary data, collected from relevant literature on satisfaction through snowball technique. The findings suggest that the main difference between customer satisfaction and customer delight is the degree and intensity of the affective response they provide to the consumption experience, even though one cannot be reached without the other, while customer dissatisfaction, despite common usage in research instruments, might not be the opposite of satisfaction but that of customer delight.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL: http://www.managementmarketing.ro/pdf/articole/342.pdf
    Download Restriction: no

    Article provided by Economic Publishing House in its journal Management & Marketing.

    Volume (Year): 9 (2014)
    Issue (Month): 1 (Spring)
    Pages:

    as
    in new window

    Handle: RePEc:eph:journl:v:9:y:2014:i:1:n:5
    Contact details of provider:

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:eph:journl:v:9:y:2014:i:1:n:5. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Simona Vasilache)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.