Enhancing Service Loyalty

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.

Benefits sought, service quality, and their relationship with satisfaction and loyalty of banking customers in Indonesia

“…Thus the satisfaction perceived by customers in all bank categories has an impact on (1) saying good things about the bank to others, (2) bank employees give a good impression and a good image of the bank and actively promote bank products and services, (3) encouraging friends and families to use bank products / services. All the results of this study support the results of previous research conducted by Mosahab et al (2010), Su et al (2017), Baumann et al (2017), Ahrholdt et al (2017) and Khoo et al (2017) that satisfaction has a significant effect on loyalty.…”

“…Creating profiles of customers, based on their perceptions of bank competitiveness, can provide additional explanatory power beyond traditional satisfaction-based loyalty models. Ahrholdt et al (2017) highlighted that previous consumption experience related to services coincides with lower service evaluations while strengthening the impact of customer satisfaction on customer loyalty. In turn, this study provides practical insights into the dimensions of service quality to manage customer loyalty.…”

Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis

“…Top Three Lead Papers According to the PageRank Algorithm 1 [34] A systematic approach to scale development in tourist shopping satisfaction: Linking destination attributes and shopping experience [35] Enhancing service loyalty: The roles of delight, satisfaction, and service quality [36] Festival attributes and perceptions: A meta-analysis of relationships with satisfaction and loyalty 2 [37] An investigation of green hotel customers' decision formation: Developing an extended model of the theory of planned behavior [13] Less is more: A new insight for measuring service quality of green hotels [38] The impact of green practices in coastal tourism: An empirical investigation on an ecolabeled beach club 3 [29] Customer value in the hotel industry: What managers believe they deliver and what customer experience [25] Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers [39] Pay for performance and work attitudes: The mediating role of employee-organization service value congruence 4 [40] Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price [41] Restaurant consumers repeat patronage: A service quality concern [42] Foreign travelers' satisfaction with traditional Korean restaurants 5 [43] Relationships among experiential marketing, experiential value, and customer satisfaction [44] The role and effect of job satisfaction and empowerment on customers' perception of service quality: A study in the restaurant industry [45] An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants 6 [26] A service quality measurement architecture for hot spring hotels in Taiwan [27] Developing a multidimensional and hierarchical service quality model for the travel agency industry [46] An examination of electronic video clips in the context of hotel Websites 7 [21] Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth [22] Determinants of dining satisfaction and post-dining behavioral intentions [24] Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment Cluster 1 corresponded to tourist satisfaction from various perspectives. For example, Wong and Wan …”

“…For example, Wong and Wan [34] explored tourists' shopping satisfaction and examined its dimensionality. Ahrholdt et al [35] also investigated tourists' satisfaction and loyalty according to prior experience. Tanford and Jung [36] evaluated the factors contributing to tourists' festival satisfaction.…”

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

“…Therefore, it is essential for airlines to meet different passenger needs by interpreting them as accurately as possible and perform the service based on their understandings. Although service providers fail to properly respond to the diverse level of customer expectations, it is still possible to improve customer loyalty when the service recovery succeeds [87][88][89].…”