THE MEDIATING ROLE OF CUSTOMER DELIGHT IN THE RELATIONSHIP BETWEEN CUSTOMER EMPOWERMENT, SERVICE RECOVERY AND RE-PATRONAGE INTENTIONS APPLIED TO EGYPTIAN TELECOM COMPANIES

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%.