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

Title: Enhancing service loyalty: the roles of delight, satisfaction, and service quality
Creator: Ahrholdt, Dennis C.; Gudergan, Siegfried P.; Ringle, Christian M.
Relation: Journal of Travel Research Vol. 56, Issue 4, p. 436-450
Publisher Link: http://dx.doi.org/10.1177/0047287516649058
Publisher: Sage
Resource Type: journal article
Date: 2017
Description: 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.
Subject: loyalty; delight; satisfaction; quality; experience; PLS path modeling
Identifier: http://hdl.handle.net/1959.13/1391345
Identifier: uon:33215
Identifier: ISSN:0047-2875
Language: eng
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