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The significance of fungus-resistant grape varieties (FRGVs) has markedly increased across the entire value chain in recent years, becoming increasingly pertinent for the wine industry. The study contributes to the theoretical understanding of consumer behaviour in the wine industry through the identification of different clusters and the analysis of their accessibility to the FRGV on the basis of various criteria.

A quantitative survey was conducted involving 644 participants that was screened based on socio-demographic factors to ensure representation of the German population. The collected data were analysed using factor and cluster analyses, alongside various multivariate tests, to statistically elucidate similarities and differences between clusters.

In total, six clusters were examined, each displaying varying responses to and pre-existing knowledge of resistant grape varieties. In general, as one becomes more involved in the world of wine and develops a sustainable and progressive outlook towards innovations in the wine industry, a positive inclination towards resistant grape varieties can be observed.

Practical implications for each cluster were subsequently derived, potentially facilitating the market entry or penetration of wines produced from FRGV. Experts and Quality-averse consumer desire wines from FRGV to have a unique terroir experience, while young casual drinkers interpret them as part of pop culture. LOHAS can be addressed with sustainability-oriented approaches. Price-sensitive consumer expect good qualities in the entry price segment, and Traditionalists can be reached by preserving traditions in a changing environmental context.

This paper fulfils the identified need to investigate consumer preferences for resistant grape varieties.

The paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA).

To empirically illustrate how IPMA can be applied to any service industry, three sectors are considered; sports and fitness (study A), hospitality (study B) and higher education (study C). Following the proper selection of measuring instruments and their evaluation using structural equation modeling-partial least squares (Smart-PLS), IPMA is applied to identify those attributes having strong total effects (high importance) over the targeted construct (satisfaction) but which also have low average latent variable scores (low performance).

For sports and fitness (study A), the physical aspects and programme quality require managerial attention. For the hospitability sector (study B), it is service commitment, interaction quality and internal sense of happiness. Whereas for higher education (study C), it is administrative quality as well as the element of transformative quality, namely the university’s role in adding to its students’ emotional stability, which needs the attention of the top management.

This study provides researchers and practitioners with a roadmap for applying PLS-SEM and IPMA for continuous service quality improvement. The roadmap extends upon Ringle and Sarstedt’s (2016) work. It highlights critical decisions that need to be considered in the pre-analytical stages of the IPMA application, i.e. at the research design phase in selecting the most appropriate service quality measurement model specifications. It not only contributes to the existing body of knowledge by providing empirical evidence to advance theory development in the quality management field but also has implications for the practitioners in any service sector on where to focus their attention for an effective service improvement.