Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality
Journal Publication ResearchOnline@JCUAhrholdt, Dennis C.;Gudergan, Siegfried P.;Ringle, Christian M.
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.
Journal
Journal of Travel Research
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N/A
Volume
56
ISBN/ISSN
1552-6763
Edition
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Issue
4
Pages Count
15
Location
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Publisher
Sage Publications
Publisher Url
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Publisher Location
N/A
Publish Date
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Url
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Date
N/A
EISSN
N/A
DOI
10.1177/0047287516649058