tourism management
Designing and validating a model of customer delight in the hotel industry: mixed methods research

Mohsen Sohrabi; Ahmad Rahchamani; Rasoul Sanavifard

Volume 19, Issue 66 , June 2024, , Pages 231-270

https://doi.org/10.22054/tms.2024.79395.2931

Abstract
  The traditional goal of satisfaction has yet to work to ensure customer loyalty, and moving toward customer delight is essential for hotels. This research aims to design and validate the customer delight model in the hotel industry using mixed-methods research. At first, semi-structured interviews were ...  Read More