Customer Delight
Customer Delight — Measures a profoundly positive emotional state arising when consumer expectations are exceeded to a surprising degree, operationalised with emotion adjective descriptors.
What it measures
Measures a profoundly positive emotional state arising when consumer expectations are exceeded to a surprising degree, operationalised with emotion adjective descriptors.
Scale items
The item wording is under the publisher's copyright, so we do not reproduce it here. You can find the full items in the original article (see the DOI below). In Explonia, signed-in users get this scale complete in the built-in library and can add it to their own study — no need to find the items yourself. For use in your own research; please cite the original source.
Source and citation
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing. https://doi.org/10.1016/S0022-4359(97)90021-X
Reference table
| Property | Detail |
|---|---|
| Construct | Customer Delight |
| Number of items | 7 |
| Response format | Likert-like |
| Journal | Journal of Retailing (1997) |
| DOI | 10.1016/S0022-4359(97)90021-X |
How to cite this page
If this page helped your research, you can cite it (APA 7):
Szymkowiak, A. (2026). Customer Delight — validated scale (1997). Explonia. https://explonia.com/scales/customer-delight/
Last updated: August 2026
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