Disasters and crises, including the COVID-19 pandemic, have created an uncertain and challenging environment, particularly for the hospitality and service-based industries, forcing managers to seek effective approaches in designing and staging delightful experiences in post-crisis conditions. This paper aims to advance research in delightful customer experiences in the hospitality and service-based industries in the post-crisis “new normal” conditions by (1) systematically and critically reviewing non-crisis and pre-pandemic findings on customer delight, (2) updating and structuring new findings in times of crisis and during the pandemic, and (3) thus suggesting new ways of conceptualising customer delight in the “new normal” conditions. Several conceptual gaps are identified based on this systematic critical review, which eventuates the development of a dual-pathway framework in the "new normal" context. Following this, several future research directions and practical implications for more effective delightful experience management are provided.

中文翻译：

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重新想象“新常态”条件下的愉快体验：系统的批判性回顾和未来的研究议程


包括 COVID-19 大流行在内的灾难和危机创造了一个不确定且充满挑战的环境，特别是对于酒店和服务业而言，迫使管理者寻求有效的方法来设计和打造危机后的愉快体验。本文旨在通过以下方式推进危机后“新常态”条件下酒店和服务业的愉快客户体验研究：(1) 系统地、批判性地回顾非危机和大流行前关于客户满意度的研究结果，(2 ）在危机时期和大流行期间更新和构建新的发现，以及（3）从而提出在“新常态”条件下概念化客户满意度的新方法。基于这一系统的批判性审查，确定了一些概念上的差距，最终在“新常态”背景下制定了双路径框架。接下来，提供了几个未来的研究方向和对更有效的愉快体验管理的实际影响。