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.
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页码：436 / 450
页数：15
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