Handbook of Research on the Interplay Between Service Quality and Customer Delight

Sarmistha Sarma is an Associate Professor at the Institute of Innovation in Technology and Management (affiliated to Guru Gobind Singh Indraprastha University, Delhi (India)) in the Department of Business Management. She has a PhD in Management from Fakir Mohan University, Balasore, Orissa, (India) along with a Master of Business Administration (M.B.A) from Gauhati University Assam (India). She likes to analyze the various factors leading to purchase decisions. Her research focuses on the ways lifestyle, culture, and ethnicity impact buying decisions. She is a founding member of the Center for Promotion of Multidisciplinary Research (CPMR), a society dedicated to the promotion of applied research in various disciplines. Dr. Neha Gupta is an Assistant Professor at IBCS, SOA University, Bhubaneswar, Odisha in the Department of Business Management. She has a PhD in Management from Utkal University, Bhubaneswar, Orissa, (India) along with a Master of Business Administration (M.B.A) from GGSIPU Delhi. She is also UGC -NET qualified in Management stream. Her research area focuses on consumer behavior, the ways lifestyle, culture, TAM Based research on adaptability and acceptability of technologies."