780 research outputs found
Psycho-social challenges faced by children living in the streets: case study of Mutare
No full textThe research seeks to bring out the psycho-social challenges that are faced by children living in the streets of Mutare. The study was anchored on the notion that children living in the streets are human beings that should enjoy their lives just like any other children. However, in Zimbabwe and other countries this is not the case as some of them are facing various psycho-social challenges such as lack of shelter, poor sanitation, substance abuse, depression, discrimination and mental health problems. Children living in the streets are often homeless, hungry and abused, and some measures need to be implemented in order to help street children.. The research used the qualitative research method because it puts
emphasis on the natural setting and the point of views of the research participants. In-depth interviews were used for data collection and the study purposively identified 12 key participants of children living in the streets. Thematic analysis was used in conducting data analysis in which it focused on identifying recurring patterns, analysing and reporting patterns (themes) of behaviour. Findings were that street children face various socioeconomic challenges, psychological challenges and low levels of self-esteem and health related issues. The study established that in the face of these challenges children living in the
streets engage coping strategies that range from begging for survival, shoe shinning and car washing to earn a living, they also rely on social support from the church, government and non-governmental organisations. The study concluded that children living in the streets do face challenges hence it came up with some recommendations that will help curb the psychosocial challenges faced by children living in the streets
Surprise and Delight Marketing Theory
No full textRachmad, Yoesoep Edhie. 2023. Surprise and Delight Marketing Theory. Fes Dabbaghin Kitab Tanbit, Tanbit Khas 2023. https://doi.org/10.17605/osf.io/hbyvs
The Surprise and Delight Marketing Theory, conceptualized by Yoesoep Edhie Rachmad and published in his 2023 book "Fes Dabbaghin Kitab Tanbit, Tanbit Khas," explores how unexpected positive experiences can significantly enhance customer loyalty and brand perception. Beginning his research in 2016, Rachmad investigates the psychological impact of surprise and the emotional resonance of delight in marketing practices.
The foundation of this theory is built on the premise that the conventional marketing approaches are often predictable and fail to evoke strong emotional connections with consumers. In an era where consumer expectations are high and attention spans are short, Rachmad identified the need for innovative strategies that capture and sustain consumer interest through memorable, delightful interactions.
The Surprise and Delight Marketing Theory defines its core strategy as the intentional creation of extraordinary customer experiences that go beyond standard customer expectations to foster a deep, emotional connection with the brand. These experiences are characterized by their unexpectedness, which triggers a strong psychological response and makes the interaction particularly memorable, thereby enhancing customer satisfaction and loyalty.
Rachmad concludes that effectively implementing surprise and delight tactics can transform customer perceptions and dramatically increase brand advocacy. He emphasizes that these strategies should not be random but carefully designed to align with the brand's values and overall marketing goals. The surprise element should be pleasant, culturally appropriate, and relevant to the customer's interests and needs, while the delight aspect should provide real value, enhancing the customer's overall experience with the brand.
He suggests that brands adopt a systematic approach to incorporating surprise and delight into their marketing strategies by regularly analyzing customer data to understand preferences and expectations. Additionally, Rachmad recommends that companies train their staff to recognize opportunities for creating such moments in everyday customer interactions.
Overall, the Surprise and Delight Marketing Theory offers a sophisticated framework for deepening customer relationships and distinguishing a brand in a competitive market. By consistently exceeding expectations in unexpectedly delightful ways, businesses can cultivate lasting customer loyalty and turn ordinary customers into passionate brand advocates.
Table of Contents
Rachmad, Yoesoep Edhie. 2023. "Surprise and Delight Marketing Theory." Fes Dabbaghin Kitab Tanbit, Tanbit Khas.
[DOI: https://doi.org/10.17605/osf.io/hbyvs]
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Chapter 1: Introduction to Surprise and Delight Marketing
Understanding the Power of the Unexpected..........3
The Evolution of Customer Experience Strategies........19
Why Surprise and Delight Captures Attention.............35
Chapter 2: The Psychological Foundations of Surprise and Delight
How Surprise Impacts the Brain and Emotions.............51
The Role of Delight in Customer Satisfaction.............67
Creating Memorable Moments That Last....................83
Chapter 3: The Elements of an Effective Surprise and Delight Strategy
Identifying Opportunities to Surprise Customers..........99
Aligning Tactics with Brand Values and Messaging........115
Understanding the Balance Between Novelty and Relevance....131
Chapter 4: Designing Delightful Customer Experiences
Crafting Experiences That Go Beyond Expectations........147
Integrating Surprise Elements in Digital and Physical Spaces....163
Examples of Successful Surprise and Delight Campaigns....179
Chapter 5: Measuring the Impact of Surprise and Delight
Tracking Customer Reactions and Feedback.................195
Key Metrics for Evaluating Success........................211
Adjusting Strategies Based on Performance Insights.......227
Chapter 6: Implementing Surprise and Delight Tactics Across Channels
Utilizing Social Media for Surprise Marketing.............243
Leveraging In-store Opportunities to Delight Customers....259
Personalizing Surprise Experiences Through Data Insights....275
Chapter 7: Ethical Considerations and Potential Risks
Ensuring Cultural Sensitivity and Appropriateness........291
Avoiding Overuse and Predictability.......................307
Handling Negative Reactions or Misunderstandings..........323
Chapter 8: Integrating Surprise and Delight into Broader Marketing Plans
Combining with Loyalty Programs and Rewards...............339
Collaborating Across Departments for Seamless Execution...355
Making Surprise and Delight a Core Brand Principle.........371
Chapter 9: Case Studies of Brands that Mastered Surprise and Delight
Exploring Real-life Examples of Success Stories...........387
Lessons Learned from Brands that Got It Wrong..............403
The Evolution of Strategies Over Time......................419
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Appendices
Appendix A: Checklist for Designing Surprise and Delight Campaigns...435
Appendix B: Tools for Tracking and Analyzing Customer Feedback.......451
Appendix C: Industry-specific Strategies for Surprise and Delight.....467
References
Bibliography on Customer Experience and Emotional Marketing...........483
Index
Detailed Index of Key Terms and Concepts.............................501
AUTHOR PROFILE
In 2016, the author earned the title of Doctor of Humanity, hold a Ph.D. in Information Technology and a DBA in General Management. Since 2016, the author has been teaching at international universities in Malaysia, Singapore, Thailand, and the USA. In 1999, the author founded the Education Training Centre (ETC), an organization dedicated to providing educational services and social support for the underprivileged. This organization offers shelter homes for children in need of a safe place to live and drop-in schools for those who need to continue their education. The ETC is also involved in research aimed at advancing science, which led to the author earning the title of Professor and joining the WPF. Additionally, the author is actively involved in global social development programs through the United Nations. They are a member of the UN Global Compact (id-137635), the UN Global Market (id-709131), and the UN ECOSOC (id-677556). The author has served as a reviewer for several international journals and book chapters, and has written numerous books and articles on a wide range of topics including Philosophy, Economics, Management, Arts and Culture, Anthropology, Law, Psychology, Education, Sociology, Health, Technology, Tourism, and Communication
Mazo de la Roche's Delight: An Unexpected Source
No full textMazo de la Roche's Delight is an ironic treatment of those romantic themes that its author treats with deadly seriousness in her other stories. Delight has two probable sources, both of which underline de la Roche's ironic stance in this novel -- a stance which some critics have missed. One source is that of one of her own earlier stories, "Canadian Ida and English Nell," and the other source is Max Beerbohm's Zuleika Dobson. Delight is a good, light comedy, but at times de la Roche seems to have difficulty in sustaining the irony
Lectures as Services from the viewpoint of customer delight
No full textapplication/pdfAs the service-oriented economy grows, it is possible to perceive educational activities as a part of service activities too. However, though we think “educational activities = service activities”, actually how can we satisfy our students which are our customers?
This paper focuses on customer delight and describes lectures as services which might make it possible to attract the delight of students which the author is actually teaching
Modeling the Natural Decay of Delight in Product Attributes and its Impact on Customer Satisfaction
No full textThis thesis explores the dynamics of customer satisfaction and its relationship with product attributes while modeling the natural decay of delight associated with these attributes. The research analyzes online reviews of Philips Airfryers to provide valuable insights for businesses aiming to enhance customer satisfaction and remain competitive in a dynamic marketplace. The study offers several insights into the concept of the natural decay of delight, which refers to the diminishing satisfaction experienced by customers over time. It reveals that the availability of alternative products influences this decay, indicating that as more alternatives become available, the initial delight associated with a product tends to diminish. This understanding underscores the importance of managing customer satisfaction throughout the product life cycle. The thesis delves into the impact of product attributes like capacity, repurchase intention, and value for money on customer satisfaction \footnote{Keywords: Capacity, Value for Money, Repurchase Intention, Total Alternatives, Airfryer, Customer Satisfaction, and Natural Decay of Delight.}. It identifies these attributes as significant factors affecting customer satisfaction levels. Capacity, when aligned with customer expectations, enhances satisfaction. A positive repurchase intention fosters greater satisfaction and brand loyalty. Moreover, customers perceiving good value for money report higher satisfaction. The study also explores the moderating role of external variables, such as the number of alternatives, in shaping these relationships, providing valuable insights into customer preferences and behavior. Moreover, the research incorporates external factors, including the impact of the Covid-19 pandemic, sales channels, and regional variations. These external influences are crucial in shaping customer satisfaction and require consideration in product management and marketing strategies. The practical implications of the findings are significant for businesses. They emphasize the importance of understanding the natural decay of delight and managing product attributes to optimize customer satisfaction. By strategically considering moderating variables, companies can enhance their investments and overall customer satisfaction. Additionally, the study highlights the significance of adapting to changing market dynamics by incorporating external factors in product strategies. In conclusion, this thesis provides a comprehensive analysis of customer satisfaction dynamics, product attributes, and external influences. The insights gained can guide businesses in developing effective strategies to manage customer satisfaction, adapt to market changes, and maintain a competitive edge. By understanding and addressing customer preferences and factors influencing satisfaction, businesses can optimize their efforts and drive success in today's fiercely competitive marketplace. Businesses should prioritize actively managing product attributes, continuously seeking customer feedback, and proactively adapting to evolving customer demands with the support of their data analytics teams. These actions aim to enhance overall customer satisfaction and foster loyalty.Management of Technology (MoT
Pleasure and delight: experience of comparative description
No full textЦель предлагаемой работы — эксплицировать различия между двумя близкими по смыслу, но нетождественными концептами «удовольствие» и «наслаждение». Без анализа содержания данных концептов невозможно адекватное описание культуры. Проблематизация удовольствия/наслаждения весьма актуальна в экзистенциальной перспективе. В статье анализируются имеющиеся исторические и культурные представления о данных феноменах, способы их рефлексии. Понимая, что предмет изучения — весьма «тонкая материя», автор все же пытается проникнуть в сущность исследуемых . The aim of the represented work is to explicit the differences between two close in meaning but nonidentity concepts of “pleasure” and “delight”. The adequate description of the culture is not feasible without analyzing the content of these concepts. The problem of pleasure/delight is topical in existential perspective as well. Available historical and cultural conceptions of these phenomena, methods of their reflection are analyzed in the article. Having realized that the study object is a rather “subtle matter”, the author still makes attempts to penetrate in the essence of the phenomena under consideration
An Empirical Examination of Brand Loyalty via Customer Delight in Pakistan
No full textThe purpose of this study is to examine brand loyalty in Pakistan. This is in relation to investigating the relationship between brand attachment, surprise, customer brand engagement and customer satisfaction with customer delight. This innovative study addresses a clear research gap in the brand loyalty literature. A model is developed by the author. Empirical data for the study is collected from 350 self-administered questionnaires in Lahore City of Pakistan. Data analysis in SPSS shows that surprise or customer satisfaction do not have significant relationship with customer delight, but brand attachment has a significant positive relationship with customer delight. The findings also show that brand loyalty has significant positive relationship with customer delight. In the context of current global economic downturn and inflation, brand loyalty is of rising concern. The policy makers can build up on the findings of this study to emphasize on customer delight and exceed customer’s expectations, rather than the traditional limited concept of customer satisfaction
Emotional versus Functional Attributes of Delight-and Satisfaction-Mediated Effects on Customer Loyalty
No full textThis study presents a model in which delight and satisfaction mediate the effects of store characteristics on store outcomes. It is proposed that the impacts of hedonic stimuli and utilitarian stimuli on attitudinal and behavioral loyalty intentions are mediated by customer delight and customer satisfaction simultaneously in a dual process model. To represent various retail-store categories based on the North American Industry Classification of retail categories, data were collected from 8 types of retail stores located in the Northeast United States. Using multi-group structural equation modeling, the author examines the mediating effects of delight and satisfaction on loyalty outcomes. The results largely favor a multicomponent dual-mediated model with delight having a greater impact on willingness to pay higher prices and satisfaction having a greater impact on customer share and purchase intentions. All exogenous variables examined in this study are controllable by the retail manager hence’ managerial implications of the findings are discussed in detail
Jesus as God's Delight in the Gospel of Matthew: An Overlooked Aspect of Matthew's Christology
No full textThis work was embargoed by the author until 7/01/2025.Throughout the Old Testament, there are many things that God delights in: righteousness, mercy/steadfast love, Israel, Israel’s properly offered sacrifices, and Israel’s king, to name a few. This repeated theme in the Old Testament provides the background for an unexpected and underappreciated aspect of Matthew’s Gospel. Four times in the First Gospel we read that Jesus himself is the object of God’s delight, and each of these occurrences appear at key moments within Matthew’s sophisticated narrative (3:17; 12:18; 17:5; 27:43). God’s delight in Jesus is an unexplored and overlooked aspect of Matthew’s Christology. After establishing the contours of the Old Testament objects of God’s delight (chapter 2), this dissertation argues that Matthew portrays Jesus as the embodiment and fulfillment of God’s delight. Matthew’s portrait of Jesus as God’s delight is developed in the Gospel in three ways: First, Matthew explicitly declares Jesus to be the object of God’s delight at four key moments within his story (chapter 3). Second, Matthew portrays Jesus’s ways of moving throughout the world to be the object of God’s delight (chapter 4). Third, Matthew portrays Jesus as the obedient Son and Davidic king, and these themes, taken together, contribute to Matthew’s multifaceted portrait of Jesus as God’s delight (chapter 5). Unearthing the theme of God’s delight in the Old Testament and the repeated rhythm of God’s delight as a plot line in the First Gospel brings to light an overlooked aspect of Matthew’s Christology. God’s delight in Jesus is a multivalent plot line that surfaces at key junctures in the First Gospel to bring Matthew’s story to moments of narrative climax and to resolve narrative tension, stabilizing the reader’s vision of Jesus in the midst of repeated conflict
Exploratory Study of Customer Delight in Music Festival: A Case Study of Focal Point 2015
No full textAbstract. The number music festival in Bandung has increase rapidly in recent years and the competition that tighter than before. In accordance with growth of music festival in Indonesia and Bandung both in numbers and creation, it is not enough for creating event that made the visitor felt satisfied, they have to be delighted. Having a delighted customer will leads into higher loyalty level of customer more than satisfied customer. Hence, this research is intended to analyzing the journey of customer delight formation and took a case of Focal Point 2015. Focal Point is a bi-annual thematic music festival that took picnic as the theme that has ambition to grow in the future. Hence, it is not enough to create an event that make visitors feel satisfied, they have to be delighted. To know the journey of customer delight in Focal Point 2015, author combining several concept of customer delight into a conceptual framework for measuring customer journey since there is no exact variables in measuring customer delight. The variables are consists of surprisingly positive performance, positive affection, level of satisfaction, and customer delight. Qualitative research is applied for this research in order for knowing deeper of what visitors really think and feel towards experience given by Focal Point 2015. Purposive case is used to map out the surprise elements that triggering customer delight on each person and conclude it based on the saturated pattern of data. Fifteen respondents were interviews for generating the customer delight journey. Positive surprise elements are found as the catalyst to delighted customer. Of the entire positive surprise element, atmosphere and picnic activity as Focal Point 2015 theme were indicating as the most memorable when visitor recalled the moments. The result of this study confirms that visitors of Focal Point 2015 were delighted towards all the experience perceived from the event. Â Keywords: Consumer Behavior, Customer Delight, Surprise Elements, Music Festival, Utilitarian and Hedonic Consumptio
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