Host: The Japan Society for Management Information
Name : Annual Conference of Japan Society for Management Information 2020
Location : [in Japanese]
Date : November 07, 2020 - November 08, 2020
The live entertainment market is growing rapidly as consumers are increasingly finding value in "Toki consumption", which is less reproducible and can only be experienced there and now, in response to the changing times. In addition, the recent expansion of the COVID-19 infection has led to digital live entertainment replacing real live entertainment. The purpose of live entertainment is to move customers' hearts, therefore, customer delight is important. However, there is not enough research on customer delight in digital live entertainment. This study examines the factors that lead to customer delight in digital live entertainment, using questionnaires and interviews to find out whether people who have low initial expectations of digital live entertainment experience customer delight in excess of their expectations.
