Abstract:
The research aimed to identify the direct and indirect effects of Customer Delight in the relationship between customer empowerment and service recovery on re-patronage intentions, Sample was selected from customers of Egyptian telecom companies (Vodafone, Orange, Etisalat, Telecom Egypt - WE). descriptive approach was used which depends on testing the relationships between variables, the results showed that there was a relationship between customer empowerment, service recovery when mediating customer delight at a significant level of 0.001. As there was a significant effect between customer empowerment and customer delight at the level of significant 0.001, the results also found a significant effect of service recovery on customer delight at the level of 0.001, and there was a significant effect of service recovery on re-patronage intentions at a significant level of 0.001, while there was a significant effect of customer empowerment on re-patronage intentions at a significant level of 0.05, There was also a significant effect of customer delight on re-patronage intentions at a significant level of 0.001, and the results concluded that the mediation type of customer delight in the relationship between customer empowerment ,service recovery and re-patronage intentions was partial, Where the mediation rate of customer empowerment to re-patronage intentions when mediating customer delight was 31%, while the mediation rate of service recovery on re-patronage intentions when mediating customer delight was 69%.
