Customer Delight and the Bottom Line

By: Timothy L. Keiningham, Melinda K.M. Goddard, Terry G. Vavra, and Andrew J. Iacii
Throughout this decade, interest in monitoring and improving customer satisfaction has intensified among both academics and practitioners. As a result, considerable research has been done to understand the relationship between customer satisfaction and perceived service quality and consequences, including behavioral intentions, customer retention and product/service usage, word-of-mouth, and financial outcomes.