Re-imagining delightful experiences in “New Normal” conditions: A systematic critical review and future research agenda
系统批判性回顾了危机前和疫情期间关于顾客愉悦的研究，提出“新常态”下的双路径框架，为酒店和服务业管理者设计愉悦体验提供方向。
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.