Call for Chapters: Global Observations on the Interplay between Service Quality and Customer Delight


Sarmistha Sarma, Institute of Innovation in Technology and Management, India
Neha Gupta , BIITM Institute of Management, India

Call for Chapters

Proposals Submission Deadline: August 15, 2022
Full Chapters Due: September 30, 2022


Research in the field of service quality and consumer behaviour has developed in many dimensions in the past decade. Satisfaction studies were the highlights in these researches. A number of models have been developed to determine the factors leading to satisfaction. Scholars such as Zeithmal, Parsuraman, Groonros and Dhabolkar are some of the pioneers in the satisfaction studies. In Indian context also a number of researches have been done in satisfaction studies. However, in the past few years scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Scholars such as Keiningham, Vavra and Kano have proved that customer delight is the key to customer retention. Service quality and customer delight have been the buzzwords in the business world in recent times. An acceptable service quality gives the customer the confirmation that his choice was good and hence can bring about delight which is the end goal of all business of present times.This book world like to bring about how companies around the world in a cross cultural environment are dealing with service quality and customer delight.


The book proposes to bring about a global outlook on the given subject bringing in writers on the subject from across the world.

Target Audience

Academicians and researchers

Recommended Topics

Customer satisfaction,
Customer delight,
Service quality.
Customer perceived value
Consumer dissonance.
Buyer Funnel
Digital Solutions to customer delight

Submission Procedure

Researchers and practitioners are invited to submit on or before August 15, 2022, a chapter proposal of 1,000 to 2,000 words clearly explaining the mission and concerns of his or her proposed chapter. Authors will be notified by August 17, 2022 about the status of their proposals and sent chapter guidelines.Full chapters are expected to be submitted by September 30, 2022, and all interested authors must consult the guidelines for manuscript submissions at prior to submission. All submitted chapters will be reviewed on a double-blind review basis. Contributors may also be requested to serve as reviewers for this project.

Note: There are no submission or acceptance fees for manuscripts submitted to this book publication, Global Observations on the Interplay between Service Quality and Customer Delight. All manuscripts are accepted based on a double-blind peer review editorial process.

All proposals should be submitted through the eEditorial Discovery® online submission manager.


This book is scheduled to be published by IGI Global (formerly Idea Group Inc.), an international academic publisher of the "Information Science Reference" (formerly Idea Group Reference), "Medical Information Science Reference," "Business Science Reference," and "Engineering Science Reference" imprints. IGI Global specializes in publishing reference books, scholarly journals, and electronic databases featuring academic research on a variety of innovative topic areas including, but not limited to, education, social science, medicine and healthcare, business and management, information science and technology, engineering, public administration, library and information science, media and communication studies, and environmental science. For additional information regarding the publisher, please visit This publication is anticipated to be released in 2023.

Important Dates

August 15, 2022: Proposal Submission Deadline
August 17, 2022: Notification of Acceptance
September 30, 2022: Full Chapter Submission


Sarmistha Sarma
Institute of Innovation in Technology and Management

Neha Gupta
BIITM Institute of Management


Business and Management
Back to Call for Papers List