In:
Journal of Travel Research, SAGE Publications, Vol. 56, No. 4 ( 2017-04), p. 436-450
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.
Type of Medium:
Online Resource
ISSN:
0047-2875
,
1552-6763
DOI:
10.1177/0047287516649058
Language:
English
Publisher:
SAGE Publications
Publication Date:
2017
detail.hit.zdb_id:
2036634-6
SSG:
14
SSG:
3,2
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