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Author:

Kim, Min Gyung

Title:

THE EFFECT OF SURPRISE ON CUSTOMER DELIGHT AND THE ROLE OF EXPLANATIONS FOR MANAGING CUSTOMER EXPECTATIONS

Graduate Program:

Hotel, Restaurant, and Institutional Management

Keywords:

surprise
delight
expectation
explanation
satisfaction

File:

Download Min_Kim_Dissertation.pdf

Committee Members:

Anna S Mattila, Dissertation Advisor/Co-Advisor
Anna S Mattila, Committee Chair/Co-Chair
Karthik Namasivayam, Committee Member
Breffni M Noone, Committee Member
Harry Zinn, Committee Member