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Home»Articles»Effect of Age and Occupation on Customer Delight: An Empirical Study With Respect To Departmental Store

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Asian Journal of Managerial Science (AJMS)

Editor Dr. Tan Fee Yean
Print ISSN : 2249 - 6300
Frequency : Quarterly

Effect of Age and Occupation on Customer Delight: An Empirical Study With Respect To Departmental Store

Author : N. Kasambu and R. Sritharan
Volume 7 No.2 July-September 2018 pp 54-59

Abstract

Delighting customer means exceeding the expectations of the customer. Since departmental stores provides homogenous products and services to its customers there must unique attributes that not exactly meet but also surpass the customer’s needs and expectation and gratify them. Customer delight is one of the major factors that play a significant role in deciding on whether to do a business with a certain bank or not. Customer delight is giving customers the direct experience. The main aim of the article is to measure the Customer Delight in Departmental Stores.

Keywords

Customer Delight, Departmental Stores, Factors, Expectations

Full Text:

References

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[2] Howard, John A. & Jagdish N. Sheth (1969). The Theory of Buyer Behavior. New York: John Wiley.
[3] Adam Finn, A. (2005). Reassessing the foundations of customer delight. Journal of Services Research, 8(2), 103-116.
[4] Anderson, Eugene W. Claes Fornell, & Donald R. Lehmann (1994, July). Customer Satisfaction, Market Share and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.
[5] Arnold, Mark J., Kristy E. Reynolds, Nicole Ponder, & Jason E. Lueg (2005 August). Customer Delight in a Retail Context: Investigating Delightful and Terrible Shopping Experiences. Journal of Business Research, 58, 1132-45.
[6] Berman, B. (2005). How to delight customers. California Management Review, 48(1), 129-151.
[7] Ekini, Y., Dawes, P. & Massey, G. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality and services. European Journal of Marketing, 42(1/2), 35-38.
[8] Evans, S. & A.D. Burns (2007). An investigation of customer delight during product evaluation: Implications for the development of desirable products. Proceedings of the Institution of Mechanical Engineers: Journal of engineering Manufacture, 786, 1625-1640.
[9] Keiningham, T., L. & Vavra, T., G. (2001). The Customer Delight Principle: Exceeding Customers‟ Expectations for Bottom-line Success Chicago. American of Marketing Association. 48(1), 29-51.
[10] Kumar, A., Olshavsky, R.W. & King, M. F. (2001). Exploring the antecedents of customer delight. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-27.
[11] Kwong, K., K. & Yau, O., H., M. (2002). The Conceptualization of Customer Delight: Marketing. 42(1/2), 35-38.
[12] Oliver, R., L. & Rust, R.T. (1997). Customer delight: foundations, findings and managerial insight. Journal of Retailing, 73(3), 311-377.
[13] Patterson, K. (1997). Delighted clients are loyal clients. Rough Notes, 140(3), 221-234.
[14] Rust, Roland T. & Richard L. Oliver (2000). Should We Delight the Customer? Journal of the Academy of Marketing Science, 28(1), 86-94.
[15] Schneider, B. & Bowen, D. (1999). Understanding customer delight and outrage. Sloan Management Review, 4(1), 35-46.
[16] Szymanski, David M. & David H. Henard (2001). Customer Satisfaction: A Meta-Analysis of Empirical Evidence. Journal of the Academy of Marketing Science, 29 (winter), 16-35.
[17] Taylor, S., A. & Baker, T., L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers‟ purchase intentions. Journal of retailing. 70(2), 163-178.
[18] Westbrook, Robert A. (1987 August). Product/Consumption Based Affective Responses and Post purchase Processes. Journal of Marketing Research, 24, 258-70.

Asian Journal of Managerial Science (AJMS) is a quarterly international peer-reviewed journal of Managerial Science. One of the objectives of this journal is to disseminate knowledge on various research issues connected with the topics include, but are not limited to:

Accounting, Auditing, Banking, Business strategy, Corporate governance, Entrepreneurship, Financial structure, Capital markets, Health economics, Human resources management, Information systems,Innovation management, Insurance, Marketing, Organization, Production and logistics, Risk management, and Taxation.

Delighting customer means exceeding the expectations of the customer. Since departmental stores provides homogenous products and services to its customers there must unique attributes that not exactly meet but also surpass the customer’s needs and expectation and gratify them. Customer delight is one of the major factors that play a significant role in deciding on whether to do a business with a certain bank or not. Customer delight is giving customers the direct experience. The main aim of the article is to measure the Customer Delight in Departmental Stores.

Editor-in-Chief
Dr. Tan Fee Yean
Department of HRM, Universiti Utara Malaysia, Kedah, Malaysia
[email protected]
Editorial Advisory Board
Dr. Aidil Rizal Bin Shahrin
Department of Finance and Banking, University of Malaya, Malaysia
[email protected]
Dr. Amalendu Bhunia
Department of Commerce, University of Kalyani, West Bengal, India
[email protected]
Dr. Ahmad Zahiruddin Bin Yahya
Department of Accountancy, University of Malaya, Malaysia
[email protected]
Dr. Anil Govindrao Suryavanshi
Department of Commerce & Management, The New college, (Shivaji University), Maharashtra, India
[email protected]
Dr. Ong Lin Dar
Department Of Business Strategy And Policy, University of Malaya, Malaysia
[email protected]
Dr.V.Balachandran
Department of Corporate Secretaryship, Alagappa University,Tamil Nadu, India
[email protected]
Dr. Yeong Wai Chung
Department Of Operation and Management Information, University of Malaya, Malaysia
[email protected]
Prof.V.V.Devi Prasad Kotni
Department of Management Studies,GVP College for Degree & PG Courses, Andhra Pradesh, India
[email protected]
Dr. Quah Chee Heong
Department of Business Strategy and Policy, University of Malaya, Malaysia
[email protected].edu.my
Dr.Subrata Roy
Department of Commerce, Rabindra Mahavidyalaya, West Bengal, India
[email protected]
Dr. Norbani Binti Che Ha
Department of Marketing, University of Malaya, Malaysia
[email protected]
Dr. Tey Lian Seng
Department Of Business Strategy and Policy, University of Malaya,  Malaysia
[email protected]
Dr. Mohammad Nazri Bin Mohd Nor
Department of Business Strategy and Policy, University of Malaya, Malaysia
[email protected]
Dr. Binish Qadri
Research Scholar, Department of Economics, Central University of Kashmir, India
[email protected]
Dr. Khaw Lee Hwei
Department of Finance and Banking, University of Malaya, Malaysia
[email protected]
Dr. V. P. Sriram
Department of Management, Balaji Institute of International Business, Maharashtra, India
[email protected]
Dr. Yusniza Binti Kamarulzaman
Department of Marketing, University of Malaya,  Malaysia
[email protected]
Dr. Kanagi Kanapathy
Department of Operations and Management Information Systems, University of Malaya, Malaysia
[email protected]
Dr. Abd El Salam Mahmoud Abou Kahf
Department of Commerce, Alexandria University, Egypt
[email protected]
Dr. Wong Sek Khin
Department of Business Strategy and Policy, University of Malaya, Malaysia
[email protected]
Dr. Lee Su Teng
Department of Business Strategy and Policy, University of Malaya, Malaysia
[email protected]
Dr. Phoong Seuk Wai
Department of Operation and Management Information System, University of Malaya, Malaysia
[email protected]
Dr. Dennis Palkon
College of Business, Management, Florida Atlantic University
[email protected]

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    Editorial Note

    Editorial Dr. Tan Fee Yean

    Editor-in-Chief
    Dr. Tan Fee Yean
    Department of HRM, Universiti Utara Malaysia, Kedah, Malaysia
    [email protected]
    Editorial Advisory Board
    Dr. Aidil Rizal Bin Shahrin
    Department of Finance and Banking, University of Malaya, Malaysia
    [email protected]
    Dr. Amalendu Bhunia
    Department of Commerce, University of Kalyani, West Bengal, India
    [email protected]
    Dr. Ahmad Zahiruddin Bin Yahya
    Department of Accountancy, University of Malaya, Malaysia
    [email protected]
    Dr. Anil Govindrao Suryavanshi
    Department of Commerce & Management, The New college, (Shivaji University), Maharashtra, India
    [email protected]
    Dr. Ong Lin Dar
    Department Of Business Strategy And Policy, University of Malaya, Malaysia
    [email protected]
    Dr.V.Balachandran
    Department of Corporate Secretaryship, Alagappa University,Tamil Nadu, India
    [email protected]
    Dr. Yeong Wai Chung
    Department Of Operation and Management Information, University of Malaya, Malaysia
    [email protected]
    Prof.V.V.Devi Prasad Kotni
    Department of Management Studies,GVP College for Degree & PG Courses, Andhra Pradesh, India
    [email protected]
    Dr. Quah Chee Heong
    Department of Business Strategy and Policy, University of Malaya, Malaysia
    [email protected].edu.my
    Dr.Subrata Roy
    Department of Commerce, Rabindra Mahavidyalaya, West Bengal, India
    [email protected]
    Dr. Norbani Binti Che Ha
    Department of Marketing, University of Malaya, Malaysia
    [email protected]
    Dr. Tey Lian Seng
    Department Of Business Strategy and Policy, University of Malaya,  Malaysia
    [email protected]
    Dr. Mohammad Nazri Bin Mohd Nor
    Department of Business Strategy and Policy, University of Malaya, Malaysia
    [email protected]
    Dr. Binish Qadri
    Research Scholar, Department of Economics, Central University of Kashmir, India
    [email protected]
    Dr. Khaw Lee Hwei
    Department of Finance and Banking, University of Malaya, Malaysia
    [email protected]
    Dr. V. P. Sriram
    Department of Management, Balaji Institute of International Business, Maharashtra, India
    [email protected]
    Dr. Yusniza Binti Kamarulzaman
    Department of Marketing, University of Malaya,  Malaysia
    [email protected]
    Dr. Kanagi Kanapathy
    Department of Operations and Management Information Systems, University of Malaya, Malaysia
    [email protected]
    Dr. Abd El Salam Mahmoud Abou Kahf
    Department of Commerce, Alexandria University, Egypt
    [email protected]
    Dr. Wong Sek Khin
    Department of Business Strategy and Policy, University of Malaya, Malaysia
    [email protected]
    Dr. Lee Su Teng
    Department of Business Strategy and Policy, University of Malaya, Malaysia
    [email protected]
    Dr. Phoong Seuk Wai
    Department of Operation and Management Information System, University of Malaya, Malaysia
    [email protected]
    Dr. Dennis Palkon
    College of Business, Management, Florida Atlantic University
    [email protected]

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