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  4. Enhancing service loyalty: the roles of delight, satisfaction, and service quality
 
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Enhancing service loyalty: the roles of delight, satisfaction, and service quality

Publikationstyp
Journal Article
Date Issued
2017-04-01
Sprache
English
Author(s)
Ahrholdt, Dennis C.  
Gudergan, Siegfried  
Ringle, Christian M.  orcid-logo
Institut
Personalwirtschaft und Arbeitsorganisation W-9  
TORE-URI
http://hdl.handle.net/11420/3817
Journal
Journal of travel research  
Volume
56
Issue
4
Start Page
436
End Page
450
Citation
Journal of Travel Research 4 (56): 436-450 (2017-04-01)
Publisher DOI
10.1177/0047287516649058
Scopus ID
2-s2.0-85014684146
Publisher
Sage
Focusing on sporting events as an important segment within the tourism and travel industry, this study establishes that the service quality–delight–loyalty system complements a service quality–satisfaction–loyalty one. The findings highlight that prior consumption experience with a service coincides with lowered service evaluations while it amplifies the impact of customer delight on customer loyalty. In turn, this study provides practical insights into service quality dimensions for managing customer loyalty.
Subjects
delight
experience
loyalty
PLS path modeling
quality
satisfaction
DDC Class
330: Wirtschaft
TUHH
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