Delight and Commitment—Revisiting the Satisfaction-Loyalty Link

The study investigates the role of customer delight and calculative commitment in mediating the satisfaction-loyalty link. It also investigates the role of perceived employee skills in strengthening the link between satisfaction, calculative commitment, and customer delight. Data were collected from retail banking customers who consider themselves overall satisfied with their bank. The study establishes the importance of generating customer delight and fostering affective commitment to strengthen the satisfaction-loyalty link and signposts the influence of the perceived skills (information sharing and expertise) of bank employees on the relationships between satisfaction, affective commitment, and customer delight in retail banking.