1. THE EFFECT OF SURPRISE ON CUSTOMER DELIGHT AND THE ROLE OF EXPLANATIONS FOR MANAGING CUSTOMER EXPECTATIONS Open Access 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: surprisedelightexpectationexplanationsatisfaction File: Download Min_Kim_Dissertation.pdf Committee Members: Anna S Mattila, Dissertation Advisor/Co-AdvisorAnna S Mattila, Committee Chair/Co-ChairKarthik Namasivayam, Committee MemberBreffni M Noone, Committee MemberHarry Zinn, Committee Member
