Delight and the grateful customer: beyond joy and surprise

Abstract

Purpose

The purpose of this paper is to combine the evolving fields of customer delight and positive psychology to investigate a broader conceptualization of customer delight. Furthermore, to investigate antecedent variables that impact this broader conceptualization.

Design/methodology/approach

This research employed structural equation modeling in a hedonic context.

Findings

Key findings indicate that aside from joy and surprise, gratitude also has a positive impact on customer delight. Furthermore, psychological sense of brand community (PSBC) and transcendent customer experiences (TCE) were shown to positively impact the proximal antecedents of customer delight.

Research limitations/implications

Extending the domain of customer delight beyond joy and surprise contributes to the theoretical discussion on what customer delight represents to the service firm. Further, this research identifies new theoretical relationships between PSBC/TCE and customer delight.

Practical implications

By offering the broader conceptualization of customer delight, this research contributes to the discussion of whether delight is possible or even profitable. Namely, by moving past joy/surprise, this research suggests that managing gratitude can be a strategic lever that the modern service firm can utilize.

Originality/value

This is the first research to evaluate gratitude as an antecedent to customer delight. Further, by combining positive psychology and delight research this research identifies new predictors of positive customer experiences.

Citation

Ball, J. and Barnes, D.C. (2017), "Delight and the grateful customer: beyond joy and surprise", Journal of Service Theory and Practice, Vol. 27 No. 1, pp. 250-269. https://doi.org/10.1108/JSTP-01-2016-0013