Customer Delight Scale

What it measures

Measures customer delight — a distinctly positive emotional state that goes beyond mere satisfaction, characterised by joy, excitement, and pleasurable surprise at unexpectedly positive service or product experiences. Customer delight theory (Oliver et al., 1997) proposes that delight requires both disconfirmation of expectations and the arousal of positive emotions. Widely used in hospitality, tourism, and luxury service research.

Representative items

• This experience brought me great joy.
• I felt genuine excitement about this experience.
• This experience was surprisingly better than I expected.
• This was one of the most pleasurable surprises I have had.
• I felt elated by this experience.

Citation

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.