Customer Delight (Oliver, Rust & Varki)
Marketing & SalesReliability: alpha 0.933 sample items
About this scale
A multi-item measure of customer delight — a profound emotional state distinct from satisfaction, characterized by joy combined with surprise.
Sample item(s)
“I am thrilled by this product”
“This product surprises me with how well it works”
“I feel joy when using this product”
Reliability
Reported internal consistency: alpha 0.93. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Pair with satisfaction for satisfaction-delight comparison.
Source & citation
Oliver, R. L., Rust, R. T., & Varki, S. (1997): Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, Vol. 73, No. 3, pp. 311–336.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
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