- اسدزاده، علیرضا، شریفیراد، محمدصادق، شاکراردکانی، محمد (1403). بررسی تأثیر رهبری اصیل بر روی کامیابی کارکنان در محیط کار در صنعت هتلداری: نقش تعدیلگری سیاست سازمانی. فصلنامه مطالعات مدیریت گردشگری، 19(65)، 183-208. https://doi.org/10.22054/tms.2024.75531.2887
- داوری، علی، رضازاده، آرش (1393). مدل سازی معادلات ساختاری با نرم افزار PLS. تهران: سازمان انتشارات جهاد دانشگاهی.
- فراستخواه، مقصود (1398). روش تحقیق کیفی در علوم اجتماعی با تأکید بر «نظریه برپایه» (گراندد تئوری GTM). تهران: انتشارات آگاه.
- کرسول، جان، پلانوکلارک، ویکی (1398). روشهای پژوهش ترکیبی. ترجمه علیرضا کیامنش و جاوید سرایی، تهران: نشر آییژ.
- مؤمنی، منصور، فعالقیومی، علی (1391). تحلیلهای آماری با استفاده از SPSS. تهران: ناشر مؤلف.
- میرفخرالدینی، فائزه السادات، ابراهیمی، میلاد، جندقیاردکانی، فرزانه (1403). شناسایی و تحلیل اهمیت-عملکرد شاخص های مؤثر بر عملکرد مالی در هتل های استان یزد. فصلنامه مطالعات مدیریت گردشگری، 19(65)، 99-134. https://doi.org/10.22054/tms.2024.76171.2883
- Aksoy, L. (2013). How do you measure what you can’t define? The current state of loyalty measurement and management. Journal of Service Management, 24(4), 356-381. https://doi.org/10.1108/JOSM-01-2013-0018
- Aktas-Polat, S., & Polat, S. (2022). Discovery of factors affecting tourists’ fine dining experiences at five-star hotel restaurants in Istanbul. British Food Journal, 124(1), 221-238. https://doi.org/10.1108/BFJ-02-2021-0138
- Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3(2), 107-120. https://doi.org/10.1177/109467050032001
- Andreassen, T.W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B., & Colurcio, M. (2016). Linking service design to value creation and service research. Journal of Service Management, 27(1), 21-29. https://doi.org/10.1108/JOSM-04-2015-0123
- Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: investigating delightful and terrible shopping experiences. Journal of Business Research, 58(8), 1132-1145. https://doi.org/10.1016/j.jbusres.2004.01.006
- Barnes, D. C., Beauchamp, M. B., & Webster, C. (2010). To delight, or not to delight? This is the question service firms must address. Journal of Marketing Theory & Practice, 18(3), 295-303. https://doi.org/10.2753/MTP1069-6679180305
- Barnes, D. C., Collier, J. E., Ponder, N. & Williams, Z. (2013). Investigating the employee’s perspective of customer delight. Journal of Personal Selling and Sales Management, 33(1), 91-104. https://doi.org/2307/23483322
- Bartl, C., Gouthier, M. H., & Lenker, M. (2013). Delighting consumers click by click: antecedents and effects of delight online. Journal of Service Research, 16(3), 386-399. https://doi.org/10.1177/1094670513479168
- Beauchamp, M. , & Barnes, D. C. (2015). Delighting baby boomers and millennials: factors that matter most. Journal of Marketing Theory and Practice, 23(3), 338-350. https://doi.org/10.1080/10696679.2015.1032472
- Bowden, J. L., & Dagger, T. S. (2011). To delight or not to delight? An investigation of loyalty formation in the restaurant industry. Journal of Hospitality Marketing & Management, 20(5), 501–524. https://doi.org/10.1080/19368623.2011.570637
- Chin, W. W. (1998). The partial least squares approach for structural equation modeling. In G. A. Marcoulides (Ed.). Mahwah, NJ: Lawrence Erlbaum Associates Publishers.
- Chitturi, R., Raghunathan, R., & Mahajan, V. (2008). Delight by design: the role of hedonic versus utilitarian benefits. Journal of Marketing, 72(3), 48-63. https://doi.org/10.1509/JMKG.72.3.048
- Creswell, J. W. (2005). Educational research: Planning, conducting, and evaluating quantitative and qualitative research (2nd ed.). Upper Saddle River: Pearson Education, Inc.
- Crotts, J. C., & Magnini, V. P. (2011). The customer delight construct: Is surprise essential? Annals of Tourism Research, 38(2), 719-722. https://doi.org/1016/j.annals.2010.03.004
- Dubey, P., Bajpai, N., Guha, S., & Kulshreshtha, K. (2020). Mapping gender and marital roles on customer delight by value perception for mobile technology in India. Technology in Society, p. 62. https://doi.org/10.1016/j.techsoc.2020.101275
- 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, 35-38. https://doi.org/10.1108/03090560810840907
- Finn, A. (2005). Reassessing the foundations of customer delight. Journal of Service Research, 8(2), 103–116. https://doi.org/10.1177/1094670505279340
- Fraering, M., & Minor, M. S. (2013). Beyond loyalty: customer satisfaction, loyalty, and fortitude. Journal of Services Marketing, 27(4), 334-344. https://doi.org/10.1108/08876041311330807
- Guidice, R. M., Barnes, D. C., & Kinard, B. R. (2020). Delight spirals: the cause and consequence of employee perceived customer delight. Journal of Service Theory and Practice, 30(2), 149-170. https://doi.org/10.1108/JSTP-05-2019-0126
- Kao, C. Y., Tsaur, S. H., & Huang, C. C. (2020). The scale development of organizational culture on customer delight. International Journal of Contemporary Hospitality Management, 32(10), 3067-3090. https://doi.org/10.1108/IJCHM-02-2019-0128
- Kao, C. Y., Tsaur, S. H., Wu, T. C. (2016). Organizational culture on customer delight in the hospitality industry. International Journal of Hospitality Management, 56, 98–108. https://doi.org/10.1016/j.ijhm.2016.05.001
- Keiningham, T. L., Goddard, M. K., Vavra, T. G., & Laci, A. J. (1999). Customer delight and the bottom line. Marketing Management, 8(3), 57-64. https://www.proquest.com/scholarly-journals/customer-delight-bottom-line/docview/194193438/se-2?accountid=201395
- Kim, M. R. (2011). The importance of customer satisfaction and delight on loyalty in the tourism and hospitality industry. [Doctoral dissertation summary]. European Journal of Tourism Research, 4(2), 226–228.
- Kim, S., Kim, M., Choi, L. (2024). Going the extra mile: An integrative model of customer delight. International Journal of Contemporary Hospitality Management, 36(4), 1193-1212. https://doi.org/10.1108/IJCHM-09-2022-1083
- Kumar, A., Olshavsky, R. W., & King, M. F. (2001). Exploring alternative antecedents of customer delight. Journal of Consumer Satisfaction. Dissatisfaction and Complaining Behavior, 14, 14–26. https://www.proquest.com/scholarly-journals/exploring-alternative-antecedents-customer/docview/204708738/se-2
- Kwong, K. K. & Yau, O. H. (2002). The conceptualization of customer delight: a research framework. Asia Pacific Management Review, 7(2), 255-266. https://www.researchgate.net/publication/265755253_The_Conceptualization_of_Customer_Delight_A_Research_Framework
- Lariviere, B., Keiningham, T. L., Aksoy, L., Yalçin, A., Morgeson, F. V., & Mithas, S. (2016). Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels. Journal of Marketing Research, 53(1), 91-109. https://doi.org/10.1509/jmr.12.0143
- Lee, B. Y., & Park, S. Y. (2019). The role of customer delight and customer equity for loyalty in upscale hotels. Journal of Hospitality and Tourism Management, PP. 39, 175–184. https://doi.org/1016/j.jhtm.2019.04.003
- Liu, C. H. (2017). Creating competitive advantage: Linking perspectives of organization learning, innovation behavior, and intellectual capital. International Journal of Hospitality Management, PP. 66, 13-23. https://doi.org/10.1016/j.ijhm.2017.06.013
- Ma, J., Gao, J., Scott, N., & Ding, P. (2013). Customer delight from theme park experiences: the antecedents of delight based on cognitive appraisal theory. Annals of Tourism Research, 42, 359-381. https://doi.org/10.1016/j.annals.2013.02.018
- Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing, 73, 311–336. https://doi.org/10.1016/S0022-4359(97)90021-X
- Panchapakesan, P., Amin, M., & Herjanto, H. (2021). How luxury restaurants will enhance the concept of guest delight. Journal of Hospitality and Tourism Insights, 5(2), 311-330. https://doi.org/10.1108/JHTI-10-2020-0198
- Parasuraman, A., Ball, J., Aksoy, L., Keiningham, T. L., & Zaki, M. (2021). More than a feeling? Toward a theory of customer delight. Journal of Service Management, 32(1), 1-26. https://doi.org/10.1108/JOSM-03-2019-0094
- Robinson, G. J. (2012). Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting; the Role of Environmental and Interpersonal Services [Unpublished doctoral dissertation]. Cleveland State University.
- Schneider, B., & Bowen, D. E. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
- Strauss, A. & Corbin, J. (1990). Basics of qualitative research: Techniques and procedures for developing grounded theory. Newbury Park, CA: Sage.
- Strauss, A. & Corbin, J. (1998). Basics of qualitative research: Grounded theory procedures and techniques (2nd ed.). Newbury Park, CA: Sage.
- Torres, E. N., & Kline, S. (2006). From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management, 18(4), 290 – 301. https://doi.org/10.1108/09596110610665302
- Torres, E. N., & Kline, S. (2013). From customer satisfaction to customer delight: creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), 642-659. https://doi.org/10.1108/IJCHM-Dec-2011-0228
- Torres, E. N., & Ronzoni, G. (2018). The evolution of the customer delight construct: Prior research, current measurement, and directions for future research. International Journal of Contemporary Hospitality Management, 30(1), 57-75. https://doi.org/1108/IJCHM-09-2016-0528
- Wang, X. (2011). The effect of unrelated supporting service quality on customer delight, satisfaction, and repurchase intentions. Journal of Service Research, 14(2), 149–163. https://doi.org/1177/1094670511400722
- Wetzels, M., Odekkerken-Schroder, G. & Van-Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly, 33(1), 177-195. https://doi.org/10.2307/20650284
|