Chapter 1 The Fan Principle: Fans and Fan Customers -- 1.1 What it is about -- 1.2 What is a fan? -- 1.3 From Fan Principle to FANOMICS: What is a Fan Customer? -- 1.4 The FANOMICS Basis: The Fan Indicator -- 1.5 The Fan Rate as a KPI -- 1.6 The Fan Portfolio -- 1.7 Bibliography -- Chapter 2 The...

Purpose This paper analyzes how quality management in Ecuador’s national parks is explained through the quality practices contained in Deming’s quality principles from the point of view of employees. Design/methodology/approach Quantitative research was conducted with the participation of...

Purpose Despite the severe impact of the COVID-19, Maldives was one of the top destinations which witnessed decent tourist arrival amid the pandemic. This study aims to analyze luxury hospitality experiences of guests amid COVID-19 pandemic. Design/methodology/approach This study is exploratory...

Purpose We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty....

Purpose This study aims to analyze how corporate social responsibility (CSR) moderates the direct effects of satisfaction, service quality and trust on consumer bank loyalty. Design/methodology/approach A survey was conducted with 258 consumers who had held a bank account for at least six months...

Purpose The purpose of this study is to examine crisis effects on customer satisfaction and underlying drivers by adding a new set of data to previous research. The core questions are: are the findings from Hallencreutz and Parmler (2019, 2021) sustained or can new customer demands, needs,...

Purpose Improving health outcomes requires a robust health-care service model that delivers cost-efficient services and increase customer patronage. The purpose of this study is to examine how service quality and convenience influence perceived value, satisfaction and customer patronage of...

Purpose In the literature, quality and performance have primarily been analyzed at a micro level, particularly within individual service channels. This study aims to explore the meta-level differences between service channels in terms of quality relevance and performance in service...

Purpose While existing research has predominantly focused on the positive relationships between service quality and outcome variables, there has been limited investigation into the influence of food service quality on these variables or the moderating role of stadium atmosphere in the realm of...

Purpose This study aims to focus on assessing the psychometric properties necessary to validate the internal structure of the TOURQUAL scale. Design/methodology/approach A quantitative research study was conducted in collaboration with the Brazilian Network of Tourism Observatories, comprising...