Chapter 1
1.Bawden (2001).
2.Bawden (2001).
3.Bawden (2001).
4.Roizen and Oz (2005).
5.Oulasvirta (2005).
6.Gonzalez and Mark (2004).
7.Rumbo (2002).
8.Bawden and Robinson (2009).
9.Bateson (2002).
10.Bitner, Booms, and Mohr (1994).
11.Smith and Houston (1985).
12.Axelrod (1973).
13.Zeithaml, Bitner, and Gremler (2006).
14.Axelrod (1973).
15.Kahneman (2011).
16.Stroop (1935).
Chapter 2
1.Crotts and Magnini (2011).
2.Berman (2005a).
3.Berman (2005b).
4.Oliver (1980).
5.Berman (2005b).
6.“Delight Moves Customer Responses to Next Level” (2003).
7.Reisenzein (2000a).
8.Meyer (1997).
9.Reisenzein (2000b).
10.Hart, Heskett, and Sasser (1990).
11.Magnini, Ford, Markowski, and Honeycutt (2007a).
12.Magnini, Ford, Markowski, and Honeycutt (2007b). ...
Get Surprise! now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.