“Beyond Satisfaction – Tap Emotions to Reach Delight”

A Conversation with
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Sushanta Das
Founder and CEO
Retail Labs

Thorsten Merkle
Professor of Hospitality and Service Management
Zurich University of Applied Sciences

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​What if delight – not just satisfaction – was the CX benchmark for airports? What if understanding traveler emotional states – like Airside Enjoy, Airside Fear, and Airside Stress – could unlock commercial value across airport shopping and dining strategies?

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