Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality

Ahrholdt, Dennis C., Gudergan, Siegfried P., and Ringle, Christian M. (2017) Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality. Journal of Travel Research, 56 (4). pp. 436-450.

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Abstract

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.

Item ID: 70785
Item Type: Article (Research - C1)
ISSN: 1552-6763
Keywords: delight, experience, loyalty, PLS path modeling, quality, satisfaction
Copyright Information: © The Author(s) 2016
Date Deposited: 20 Jun 2022 00:21
FoR Codes: 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350605 Marketing management (incl. strategy and customer relations) @ 50%
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350803 Tourism management @ 50%
SEO Codes: 11 COMMERCIAL SERVICES AND TOURISM > 1104 Tourism services > 110403 Tourism infrastructure development @ 50%
11 COMMERCIAL SERVICES AND TOURISM > 1104 Tourism services > 110401 Economic issues in tourism @ 50%
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