A Meta-Analysis of the Antecedents and Consequences of Delight in Tourism and Hospitality Research

Year 2022, , 646 - 670, 06.12.2022

Abraham Terrah , Sijun Liu Luana Nanu

https://doi.org/10.30519/ahtr.986781

Abstract

Customer delight is a concept that has recently gained momentum in consumer behavior, marketing, and hospitality literature. This study investigated the antecedents and subsequent of delight in a hospitality context. A meta-analysis was conducted, including 22 articles and producing 141 independent effect sizes. Results revealed a strong relationship between experiential context (service quality, physical environment, and authenticity), positive emotions, and surprise as antecedents of delight, with behavioral intentions, satisfaction, and loyalty as consequences of delight. Furthermore, gender was tested as a moderator, yielding a strong relationship between surprise and loyalty. Practical and theoretical implications are discussed as well as future research perspectives.

Keywords

experiential antecedents, positive emotions, surprise, satisfaction, loyalty, gender

References

• Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing service loyalty: The roles of delight, satisfaction, and service quality. Journal of Travel Research, 56(4), 436-450. https://doi.org/10.1177/0047287516649058
• Akamavi, R. K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism management, 46, 528-545. https://doi.org/10.1016/j.tourman.2014.07.010
• Albayrak, T., & Caber, M. (2015). Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques. Tourism Management, 46, 43-50. https://doi.org/10.1016/j.tourman.2014.06.009
• Alexander, M. W. (2010). Customer delight: A review. Academy of Marketing Studies Journal, 14(1), 39-53.
• Ali, F., Kim, W. G., Li, J., & Jeon, H. M. (2018). Make it delightful: Customers’ experience, satisfaction and loyalty in Malaysian theme parks. Journal of destination marketing & management, 7, 1-11. https://doi.org/10.1016/j.jdmm.2016.05.003
• Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: investigating delightful and terrible shopping experiences. Journal of Business Research, 58(8), 1132-1145. https://doi.org/10.1016/j.jbusres.2004.01.006
• Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206. https://doi.org/10.1177/0092070399272005
• Barnes, D. C., & Krallman, A. (2019). Customer delight: A review and agenda for research. Journal of Marketing Theory and Practice, 27(2), 174-195. https://doi.org/10.1080/10696679.2019.1577686
• Barnes, D. C., Beauchamp, M. B., & Webster, C. (2010). To delight, or not to delight? This is the question service firms must address. Journal of Marketing Theory and Practice, 18(3), 275-284. https://doi.org/10.2753/MTP1069-6679180305
• Bartl, C., Gouthier, M. H., & Lenker, M. (2013). Delighting consumers click by click: Antecedents and effects of delight online. Journal of Service Research, 16(3), 386-399. https://doi.org/10.1177/1094670513479168
• Berman, B. (2005). How to delight your customers. California Management Review, 48(1), 129-151.
• Borenstein, M., Hedges, L. V., Higgins, J. P., & Rothstein, H. R. (2011). Introduction to meta-analysis. John Wiley & Sons.
• Bowden, J. L., & Dagger, T. S. (2011). To delight or not to delight? An investigation of loyalty formation in the restaurant industry. Journal of Hospitality Marketing & Management, 20(5), 501-524. https://doi.org/10.1080/19368623.2011.570637
• Brebner, J. (2003). Gender and emotions. Personality and Individual Differences, 34(3), 387-394. https://doi.org/10.1016/S0191-8869(02)00059-4
• Bufquin, D., Back, R. M., Park, J. Y., & Nutta, M. (2018). The effects of architectural congruence perceptions on winery visitors’ emotions and behavioral intentions: the case of Marqués de Riscal. Journal of Destination Marketing & Management, 9, 56-63. https://doi.org/10.1016/j.jdmm.2017.10.005
• Chandler, C. H. (1989). Beyond customer satisfaction. Quality Progress, 22(2), 30-32.
• Chang, P. L., & Chieng, M. H. (2006). Building consumer–brand relationship: A cross‐cultural experiential view. Psychology & Marketing, 23(11), 927-959. https://doi.org/10.1002/mar.20140
• Chitturi, R., Raghunathan, R., & Mahajan, V. (2008). Delight by design: The role of hedonic versus utilitarian benefits. Journal of Marketing, 72(3), 48-63. https://doi.org/10.1509/JMKG.72.3.048
• Chua, B. L., Lee, S., Huffman, L., & Choi, H. S. (2015). The role of physical environment in leisure service consumption: evidence from a ski resort setting. International Journal of Hospitality & Tourism Administration, 16(4), 375-407. https://doi.org/10.1080/15256480.2015.1090258
• Chua, B. L., Lee, S., Kim, H. C., & Han, H. (2017). Investigating the key drivers of traveler loyalty in the airport lounge setting. Asia Pacific Journal of Tourism Research, 22(6), 651-665. https://doi.org/10.1080/10941665.2017.1308392
• Çizel, R. (2018). Gender and emotional intelligence as predictors of tourism faculty students’ career adaptability. Advances in Hospitality and Tourism Research, 6(2), 188-204. https://doi.org/10.30519/ahtr.431014
• Crotts, J. C., & Magnini, V. P. (2011). The customer delight construct: is surprise essential? Annals of Tourism Research, 38(2), 719-722.
• Darley, W. K., & Smith, R. E. (1995). Gender differences in information processing strategies: An empirical test of the selectivity model in advertising response. Journal of Advertising, 24(1), 41-56. https://doi.org/10.1080/00913367.1995.10673467
• Dey, S., Ghosh, S., Datta, B., & Barai, P. (2017). A study on the antecedents and consequences of customer delight. Total Quality Management & Business Excellence, 28(1), 47-61. https://doi.org/10.1080/14783363.2015.1049146
• Dickersin, K. (2002). Systematic reviews in epidemiology: why are we so far behind?. International Journal of Epidemiology, 31(1), 6-12. https://doi.org/10.1093/ije/31.1.6
• Dixon, M., Freeman, K., & Toman, N. (2010). Stop trying to delight your customers. Harvard Business Review. https://www.academia.edu/download/38966171/stop-delighting-the-customer-the-idea-in-practice.pdf
• Dolnicar, S., Coltman, T., & Sharma, R. (2015). Do satisfied tourists really intend to come back? Three concerns with empirical studies of the link between satisfaction and behavioral intention. Journal of Travel Research, 54(2), 152-178. https://doi.org/10.1177/0047287513513167
• Egger, M., Smith, G. D., Schneider, M., & Minder, C. (1997). Bias in meta-analysis detected by a simple, graphical test. Bmj, 315(7109), 629-634. https://doi.org/10.1136/bmj.315.7109.629
• Ellis, G. D., Lacanienta, A., Freeman, P. A., & Hill, B. J. (2019). Evaluating theory of structured experience propositions: Effects of service quality and experience industry techniques on quality of immediate leisure experiences. Annals of Leisure Research, 22(5), 587-606. https://doi.org/10.1080/11745398.2019.1568890
• Field, A. P. (2003). The problems in using fixed-effects models of meta-analysis on real-world data. Understanding Statistics: Statistical Issues in Psychology, Education, and the Social Sciences, 2(2), 105-124. https://doi.org/10.1207/S15328031US0202_02
• Finn, A. (2005). Reassessing the foundations of customer delight. Journal of Service Research, 8(2), 103-116. https://doi.org/10.1177/1094670505279340
• Finn, A. (2006). Generalizability modeling of the foundations of customer delight. Journal of Modelling in Management, 1(1), 18-32. https://doi.org/10.1108/17465660610667784
• Finn, A. (2012). Customer delight: distinct construct or zone of nonlinear response to customer satisfaction? Journal of Service Research, 15(1), 99-110. https://doi.org/10.1177/1094670511425698
• Franck, K. A. (1985). Social construction of the physical environment: The case of gender. Sociological Focus, 143-160.
• Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: the broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218-226. https://doi.org/10.1037/0003-066X.56.3.218
• Fredrickson, B. L. (2004). The broaden–and–build theory of positive emotions. Philosophical Transactions of the Royal Society of London. Series B: Biological Sciences, 359(1449), 1367-1377. https://doi.org/10.1098/rstb.2004.1512
• Füller, J., & Matzler, K. (2008). Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups. Tourism management, 29(1), 116-126. https://doi.org/10.1016/j.tourman.2007.03.021
• Güzeller, C. O., & Çeliker, N. (2018). Bibliometric analysis of tourism research for the period 2007-2016. Advances in Hospitality and Tourism Research, 6(1), 1-22. https://doi.org/10.30519/ahtr.446248
• Haas, A. (1979). Male and female spoken language differences; Stereotypes and evidence. Psychological Bulletin, 86(1979), 616-626. https://doi.org/10.1037/0033-2909.86.3.616
• Higgins, J. P., Thompson, S. G., Deeks, J. J., & Altman, D. G. (2003). Measuring inconsistency in meta-analyses [white paper]. Education and Debate. Retrieved February 24, 2022, from https://www.bmj.com/content/bmj/327/7414/557.full.pdf?casa_token=rsigoPiC3agAAAAA:2chKDu_smugCCA_4NkcixCY_81MOfkuk2h_QpLu4645PNnMRQGC9STRd_8tQfiaSWuRTszD2sxg
• Holbrook, M. B. (1986). Aims, concepts, and methods for the representation of individual differences in esthetic responses to design features. Journal of Consumer Research, 13(3), 337-347. https://doi.org/10.1086/209073
• Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140. https://doi.org/10.1086/208906
• Hwang, J., & Hyun, S. S. (2017). First-class airline travelers’ tendency to seek uniqueness: how does it influence their purchase of expensive tickets? Journal of Travel & Tourism Marketing, 34(7), 935-947. https://doi.org/10.1080/10548408.2016.1251376
• Jiang, Y. (2020). A cognitive appraisal process of customer delight: The moderating effect of place identity. Journal of Travel Research, 59(6), 1029-1043. https://doi.org/10.1177/0047287519872827
• Kageyama, Y. (2016). The effect of employee behaviors on consumers’ emotions and behavioral intentions in positive service encounters. Unpublished Doctoral Dissertation, Rosen College of Hospitality Management, University of Central Florida, USA.
• Keiningham, T. L., & Vavra, T. G. (2001). The customer delight principle: Exceeding customers’ expectations for bottom-line success. McGraw-Hill.
• Kim, D. Y., Lehto, X. Y., & Morrison, A. M. (2007). Gender differences in online travel information search: Implications for marketing communications on the internet. Tourism management, 28(2), 423-433. https://doi.org/10.1016/j.tourman.2006.04.001
• Kim, D., & Perdue, R. R. (2013). The effects of cognitive, affective, and sensory attributes on hotel choice. International Journal of Hospitality Management, 35, 246-257. https://doi.org/10.1016/j.ijhm.2013.05.012
• Kim, M. G., & Mattila, A. S. (2010). The impact of mood states and surprise cues on satisfaction. International Journal of Hospitality Management, 29(3), 432-436. https://doi.org/10.1016/j.ijhm.2009.10.022
• Kim, M. R. (2011). The importance of customer satisfaction and delight on loyalty in the tourism and hospitality industry. European Journal of Tourism Research, 4(2), 226-228.
• Kim, M., Knutson, B. J., & Choi, L. (2016). The effects of employee voice and delight on job satisfaction and behaviors: Comparison between employee generations. Journal of Hospitality Marketing & Management, 25(5), 563-588. https://doi.org/10.1080/19368623.2015.1067665
• Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170-197. https://doi.org/10.1177/1096348012471376
• Kirtil, I. G., & Aşkun, V. (2021). Artificial intelligence in tourism: A review and bibliometrics research. Advances in Hospitality and Tourism Research, 9(1), 205-233. https://doi.org/10.30519/ahtr.801690
• Kolyesnikova, N., Dodd, T. H., & Wilcox, J. B. (2009). Gender as a moderator of reciprocal consumer behavior. Journal of Consumer Marketing, 26(3), 200-213. https://doi.org/10.1108/07363760910954136
• Kumar, A. (1996). Customer delight: creating and maintaining competitive advantage (Publication No. 9627272). Unpublished Doctoral dissertation, Indiana University, USA. Proquest Dissertation Publishing. https://www.proquest.com/docview/304241539?pq-origsite=gscholar&fromopenview=true
• Kumar, A., Olshavsky, R. W., & King, M. F. (2001). Exploring alternative antecedents of customer delight. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14-26.
• Kumar, V., Pozza, I. D., & Ganesh, J. (2013). Revisiting the satisfaction–loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246-262. https://doi.org/10.1016/j.jretai.2013.02.001
• Kwong, K. K., & Yau, O. H. (2002). The conceptualization of customer delight: A research framework. Asia Pacific Management Review, 7(2), 255-266.
• Lipsey, M. W., & Wilson, D. B. (2001). Practical meta-analysis. Sage.
• Louis, M. R. (1980). Surprise and sense making: What newcomers experience in entering unfamiliar organizational settings. Administrative Science Quarterly, 226-251. https://doi.org/10.2307/2392453
• Loureiro, S. M. (2010). Satisfying and delighting the rural tourists. Journal of Travel & Tourism Marketing, 27(4), 396-408. https://doi.org/10.1080/10548408.2010.481580
• Loureiro, S. M. C. (2014). The role of the rural tourism experience economy in place attachment and behavioral intentions. International Journal of Hospitality Management, 40, 1-9. https://doi.org/10.1016/j.ijhm.2014.02.010
• Loureiro, S. M. C., & Kastenholz, E. (2011). Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management, 30(3), 575-583. https://doi.org/10.1016/j.ijhm.2010.10.007
• Lyu, S. O., & Hwang, J. (2017). Saving golf courses from business troubles. Journal of Travel & Tourism Marketing, 34(8), 1089-1100. https://doi.org/10.1080/10548408.2017.1285742
• Ma, J., Gao, J., Scott, N., & Ding, P. (2013). Customer delight from theme park experiences: The antecedents of delight based on cognitive appraisal theory. Annals of Tourism Research, 42, 359-381. https://doi.org/10.1016/j.annals.2013.02.018
• Ma, J., Scott, N., Gao, J., & Ding, P. (2017). Delighted or satisfied? Positive emotional responses derived from theme park experiences. Journal of Travel & Tourism Marketing, 34(1), 1-19. https://doi.org/10.1080/10548408.2015.1125824
• Magnini, V. P., Crotts, J. C., & Zehrer, A. (2011). Understanding customer delight: An application of travel blog analysis. Journal of Travel Research, 50(5), 535-545. https://doi.org/10.1177/0047287510379162
• Magnini, V. P, Crotts, J. C., & Zehrer, A. (2010). Identifying drivers of customer delight through travel blog analysis. Journal of Travel Research, 49(2), 153-164. https://doi.org/10.1177/0047287510379162
• Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & Prisma Group. (2009). Preferred reporting items for systematic reviews and meta-analyses: the PRISMA statement. International Journal of Surgery, 8(5), 336-341. https://doi.org/10.7326/0003-4819-151-4-200908180-00135
• Morgan, R. L., & Heise, D. (1988). Structure of emotions. Social Psychology Quarterly, 51(1), 19-31. https://doi.org/10.2307/2786981
• Narula, G., Kaushik, T., Hussain, S., & Demicco, F. (2022). Expectations of domestic women business travelers from hotel accommodation: A perspective of hotel managers (in press). Advances in Hospitality and Tourism Research. https://doi.org/10.30519/ahtr.969226
• Nordhorn, C., Scuttari, A., & Pechlaner, H. (2018). Customers’ emotions in real time: measuring affective responses to service and relationship quality at the reception desk. International Journal of Culture, Tourism and Hospitality Research. https://doi.org/10.1108/IJCTHR-06-2017-0072
• O’Keefe, D. J. (2015). Persuasion: theory and research. Sage.
• Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62(4), 480-486. https://doi.org/10.1037/0021-9010.62.4.480
• Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer. Sharpe
• Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336. https://doi.org/10.1016/S0022-4359(97)90021-X
• Ou, Y. C., & Verhoef, P. C. (2017). The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers. Journal of Business Research, 80, 106-115. https://doi.org/10.1016/j.jbusres.2017.07.011
• Palan, K. M. (2001). Gender identity in consumer behavior research: A literature review and research agenda. Academy of Marketing Science Review, 10(2001), 1-31.
• Patterson, K. (1997). Delighted clients are loyal clients. Rough Notes, 140(3), 221-234.
• Paul, J. (2000). Are you delighting your customers? Nonprofit World, 18(5), 34-34.
• Petrides, K. V., & Furnham, A. (2006). The role of trait emotional intelligence in a gender‐specific model of organizational variables. Journal of Applied Social Psychology, 36(2), 552-569. https://doi.org/10.1111/j.0021-9029.2006.00019.x
• Plutchik, R. (1980). A general psychoevolutionary theory of emotion. In R. Plutchik & H. Kellerman (Eds), Emotion - Theory, Research and Experience (pp. 3-33). Academic Press.
• Plutchik, R. (2003). Emotions and life: Perspectives from psychology, biology, and evolution. American Psychological Association.
• Reichheld, F. F. & Teal, T. (1996). The loyalty effect: The hidden force behind growth, profits, and lasting value. Harvard Business School.
• Rivera, E. D., Casadesus, M. F., Sampaio, A. C. A. P, & Villar, A. S. (2019). Exploring the role of service delivery in remarkable tourism experiences. Sustainability, 11(5), 1-19. https://doi.org/10.3390/su11051382
• Robinson, G. J. (2012). Delight, satisfaction, and behavioral intentions in a hospital setting: the role of environmental and interpersonal services. Unpublished Doctoral dissertation, Cleveland State University, USA. Ohio Link Electronic Theses and Dissertations. https://etd.ohiolink.edu/apexprod/rws_etd/send_file/send?accession=csu1330029995&disposition=inline
• Rosenthal, R., & Rubin, D. B. (1991). Further issues in effect size estimation for one-sample multiple-choice-type data. Psychological Bulletin, 106(2), 332-337. https://doi.org/10.1037/0033-2909.106.2.332
• Rust, R. T., & Oliver, R. L. (2000). Should we delight the customer? Journal of the Academy of Marketing Science, 28(1), 86-94. https://doi.org/10.1177/0092070300281008
• Schlossberg, H. (1993). Dawning of the era of emotion. Marketing News, 27(4), 1-2.
• Schmidt, F. L., & Hunter, J. E. (2014). Methods of meta-analysis: Correcting error and bias in research findings. Sage
• Schmidt, R. A., & Sapsford, R. (1995). Issues of gender and servicescape: marketing UK public houses to women. International Journal of Retail & Distribution Management, 23(3), 33-40. https://doi.org/10.1108/09590559510083984
• Schneider, B., & Bowen, D. E. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
• Schümmer, B. (2007). Cognitive and affective antecedents of and behavioral intentions connected to delight, satisfaction, dissatisfaction, and outrage in the Dutch academic education market. Unpublished doctoral dissertation, University Maastricht. Retrieved from http://arno.unimaas.nl/show.cgi.
• Sedgwick, P. (2013). Meta-analyses: how to read a funnel plot [White paper]. Bmj. Retrieved February 24, 2022, from https://www.researchgate.net/profile/Philip-Sedgwick/publication/272556577_Meta-analyses_How_to_read_a_funnel_plot/links/5a4d1d38aca2729b7c8b32ea/Meta-analyses-How-to-read-a-funnel-plot.pdf
• Sterne, J. A., Sutton, A. J., Ioannidis, J. P., Terrin, N., Jones, D. R., Lau, J., ... & Higgins, J. P. (2011). Recommendations for examining and interpreting funnel plot asymmetry in meta-analyses of randomised controlled trials. Bmj, 343, 1-8. https://doi.org/10.1136/bmj.d4002
• St-James, Y., & Taylor, S. (2004). Delight-as-magic: refining the conceptual domain of customer delight. In B. E. Kahn & M, F. Luce (Eds), Advances in Consumer Research (pp.753-758). Association for Consumer Research.
• Storm, C., & Storm, T. (1987). A taxonomic study of the vocabulary of emotions. Journal of Personality and Social Psychology, 53(4), 805-816. https://doi.org/10.1037/0022-3514.53.4.805
• Tanford, S. (2016). Antecedents and outcomes of hospitality loyalty: A meta-analysis. Cornell Hospitality Quarterly, 57(2), 122-137. https://doi.org/10.1177/1938965516640121
• 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. https://doi.org/10.1108/09596110610665302
• Torres, E. N., & Kline, S. (2013). From customer satisfaction to customer delight. International Journal of Contemporary Hospitality Management, 25(5), 642-659. https://doi.org/10.1108/IJCHM-Dec-2011-0228
• Torres, E. N., & Ronzoni, G. (2018). The evolution of the customer delight construct: prior research, current measurement, and directions for future research. International Journal of Contemporary Hospitality Management, 30(1), 57-75. https://doi.org/10.1108/IJCHM-09-2016-0528
• Torres, E. N., Fu, X., & Lehto, X. (2014). Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective. International Journal of Hospitality Management, 36, 255-262. https://doi.org/10.1016/j.ijhm.2013.09.007
• Torres, E. N., Zhang, T., & Ronzoni, G. (2020). Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects. International Journal of Hospitality Management, 87, 1-17. https://doi.org/10.1016/j.ijhm.2019.102380
• Vanhamme, J., & De Bont, C. J. (2008). “Surprise gift” purchases: customer insights from the small electrical appliances market. Journal of Retailing, 84(3), 354-369. https://doi.org/10.1016/j.jretai.2008.06.003
• Velez, J. L. (2011). Impact of women’s query formulation on searching satisfaction: implications for online marketing in hospitality and tourism [white paper]. Scholarworks. Retrieved February 24, 2022, from https://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1324&context=gradconf_hospitality
• Vitz, P. C., & Johnston, D. (1965). Masculinity of smokers and the masculinity of cigarette images. Journal of Applied Psychology, 49(3), 155-159. https://doi.org/10.1037/h0022168
• Voss, C., Roth, A. V., & Chase, R. B. (2008). Experience, service operations strategy, and services as destinations: foundations and exploratory investigation. Production and Operations Management, 17(3), 247-266. https://doi.org/10.3401/poms.1080.0030
• Wang, X. (2011). The effect of unrelated supporting service quality on consumer delight, satisfaction, and repurchase intentions. Journal of Service Research, 14(2), 149-163. https://doi.org/10.1177/1094670511400722
• Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270. https://doi.org/10.1177/002224378702400302
• Wiernik, B. M. (2017). Open psychometric meta-analysis [Computer software]. Version 1.0.0
• Wu, L., Mattila, A. S., & Hanks, L. (2015). Investigating the impact of surprise rewards on consumer responses. International Journal of Hospitality Management, 50, 27-35. https://doi.org/10.1016/j.ijhm.2015.07.004