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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
TORE-URI
Journal
Volume
56
Issue
4
Start Page
436
End Page
450
Citation
Journal of Travel Research 4 (56): 436-450 (2017-04-01)
Publisher DOI
Scopus ID
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