13518147
Description
Mind Map by Dalilis Escobar Rivera, updated more than 1 year ago
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Customer delight in services
- Cognitive Approach
- Expectation disconfirmation
theory. SERVQUAL Scale
Parasuraman et al. (1988)
- Justice
- Staff
- Feedback
- Trust
- Justice
- Needs theory
Maslow’s pyramid
Kim et al. (2017)
- Customization/Personalization
- Steem/Auto-steem
- Customization/Personalization
- Tangible aspects
- Expectation disconfirmation
theory. SERVQUAL Scale
Parasuraman et al. (1988)
- Emotional approaches
- (2) Dimensions
Mano (1991)
- (3) Cognitive appraisals
Smith and Lazarus (1993)
- (1) The categories
Plutchik (1980)
- Emotional theories
Watson and Spence
(2007)
- Emotional theories
Watson and Spence
(2007)
- (2) Dimensions
Mano (1991)
- Cognitive-Affective approach
- Emotions as key aspect
- Excellent experience
- Co-creation of value
- A positive affective state achieved by the consumer during an excellent service experience, according to
their needs as a result of a cognitive-affective antecedent’s combination; leaving a memorable
experience, stimulating the post-consumption behaviours and organizational performance
- A positive affective state achieved by the consumer during an excellent service experience, according to
their needs as a result of a cognitive-affective antecedent’s combination; leaving a memorable
experience, stimulating the post-consumption behaviours and organizational performance
- Co-creation of value
- Excellent experience
- Emotions as key aspect
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