Building on the corporate reputation model, this study investigates the drivers of customer-based corporate reputation. We consider two corporate reputation dimensions (i.e., the cognitive dimension competence and the affective dimension likeability, and their effects on customer satisfaction...

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...

Purpose – The purpose of this paper is to introduce the importance-performance map analysis (IPMA) and explain how to use it in the context of partial least squares structural equation modeling (PLS- SEM). Acase study, drawing on the IPMA module implemented in the SmartPLS 3 software,...

Prior research has validated the importance of consumer delight and satisfaction for explaining consumer loyalty. This study extends our existing knowledge of how delight and satisfaction affect (in a nonlinear way) consumer loyalty. It explains a negative quadratic relationship between...