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

被引：114
|
作者：
Ahrholdt, Dennis C. [1 ,2 ]
Gudergan, Siegfried P. [3 ]
Ringle, Christian M. [3 ,4 ]
机构：
[1] HSBA Hamburg Sch Business Adm, Dept Mkt & Sales, Alter Wall 38, D-20457 Hamburg, Germany
[2] Univ Hamburg, Inst Operat Res, Fac Business Adm, Hamburg, Germany
[3] Univ Newcastle, Fac Business & Law, Callaghan, NSW, Australia
[4] Hamburg Univ Technol TUHH, HRMO, Hamburg, Germany
来源：
JOURNAL OF TRAVEL RESEARCH | 2017年 / 56卷 / 04期
关键词：
loyalty; delight; satisfaction; quality; experience; PLS path modeling; SCALE DEVELOPMENT; CUSTOMER DELIGHT; BEHAVIORAL INTENTIONS; VISITOR SATISFACTION; ATTITUDE IMPORTANCE; TOURISM RESEARCH; EXPERIENCE; ANTECEDENTS; FOUNDATIONS; ATTRIBUTES;
D O I：
10.1177/0047287516649058
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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.
引用
收藏
页码：436 / 450
页数：15
相关论文
共 50 条
  • [1] Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
    Tai, Yang-Fei
    Wang, Yi-Chieh
    Luo, Ching-Ching
    SERVICE BUSINESS, 2021, 15 (04) : 667 - 694
  • [2] Enhancing loyalty: When improving consumer satisfaction and delight matters
    Ahrholdt, Dennis C.
    Gudergan, Siegfried P.
    Ringle, Christian M.
    JOURNAL OF BUSINESS RESEARCH, 2019, 94 : 18 - 27
  • [3] An empirical analysis of online game service satisfaction and loyalty
    Yang, Hao-Erl
    Wu, Chi-Chuan
    Wang, Kuang-Cheng
    EXPERT SYSTEMS WITH APPLICATIONS, 2009, 36 (02) : 1816 - 1825
  • [4] The Role of Value Co-Creation, Delight and Satisfaction on Tourism Loyalty: An Empirical Study in Hospitality
    Lopes, Luisa
    Mangini, Eduardo
    Esteves, Salete
    EUROPEAN JOURNAL OF TOURISM HOSPITALITY AND RECREATION, 2024, 14 (02): : 214 - 230
  • [5] Operations in banking: the service quality and effects on satisfaction and loyalty
    Angel Miguel-Davila, Jose
    Cabeza-Garcia, Laura
    Valdunciel, Laura
    Florez, Marcela
    SERVICE INDUSTRIES JOURNAL, 2010, 30 (13) : 2163 - 2182
  • [6] Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
    Yang-Fei Tai
    Yi-Chieh Wang
    Ching-Ching Luo
    Service Business, 2021, 15 : 667 - 694
  • [7] The Roles of Value, Satisfaction, and Commitment in the Effect of Service Quality on Customer Loyalty in Hong Kong-Style Tea Restaurants
    Lai, Ivan K. W.
    CORNELL HOSPITALITY QUARTERLY, 2015, 56 (01) : 118 - 138
  • [8] Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty
    Han, Jiayu
    Zuo, Yifan
    Law, Rob
    Chen, Sirong
    Zhang, Mu
    FRONTIERS IN PSYCHOLOGY, 2021, 12
  • [9] Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?
    Davis-Sramek, Beth
    Droge, Cornelia
    Mentzer, John T.
    Myers, Matthew B.
    JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2009, 37 (04) : 440 - 454
  • [10] Service Quality and Customer Loyalty in Ghana's Hotel Industry: The Mediation Effects of Satisfaction and Delight
    Anabila, Peter
    Ameyibor, Leeford Edem Kojo
    Allan, Michael Mba
    Alomenu, Clemence
    JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 2022, 23 (03) : 748 - 770
12345