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The purpose of this study is to investigate the impact of e-service quality and e-trust on customer e-satisfaction and, subsequently, on customer e-loyalty towards a website in the online shopping environment of Pakistan.

The research employed a quantitative approach and utilised structural equation modelling to investigate the relationship between e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty. The data were collected from 250 individuals who actively use online shopping websites to purchase products in Pakistan.

The findings revealed that e-service quality and e-trust offered on e-commerce websites significantly impacted customer e-loyalty. However, it was found that both e-service quality and e-trust do not have a significant impact on customer e-satisfaction. In addition, the findings showed that customer e-satisfaction positively impacts e-loyalty.

Overall, these findings emphasise the importance of e-service quality, e-trust and customer e-satisfaction and their role in cultivating customer loyalty within the context of the online shopping environment in Pakistan.

This study contributes to the existing literature on online shopping in Pakistan by exploring the factors influencing consumer behaviour in this context. The findings add to the academic understanding of consumer behaviour and provide valuable insights for e-commerce businesses in Pakistan.

This study aims to address customer focus as an important component of total quality management (TQM) and explore the key drivers of member satisfaction in tennis clubs via a novel theory-based member satisfaction index (MSI) model with high explanatory and predictive power. Furthermore, the study aims to investigate the relationship between satisfaction and behavioral intentions (willingness to stay; WTS) with consideration of the mediating effect of identification with the club.

This study uses variance-based partial least squares structural equation modeling (PLS-SEM) to estimate the MSI model, which was tested in a leading tennis club in Germany (n = 185).

The results reveal that club atmosphere, club facilities and the price/quality ratio of the membership fee are the most important drivers of member satisfaction in tennis clubs. Member satisfaction has a large influence on the WTS of tennis club members. Identification with the club, when included as a mediator in the model, increases the variance explained in WTS considerably.

The small sample limits the generalizability of findings, and further research is recommended.

The MSI model is a useful benchmark tool for club managers who want to quantify the satisfaction and WTS of their club members. In addition, because of the integrated formative measurement models, the PLS-SEM results show which indicators can be used to positively impact satisfaction with each of the service quality dimensions, overall member satisfaction and WTS. The most important of these results are discussed in an importance-performance map analysis.

The MSI model is a multi-attribute index model through which members' evaluations of various dimensions of service and value are derived through multivariable linear function with each dimension weighted according to its importance in one holistic model. The model shows the strong impact of satisfaction on WTS of sports club members and reveals that findings of previous research on the relationship between fan and spectator identification and loyalty are transferable to sports club members. The MSI represents a new contribution to the literature; it was applied here to tennis clubs but is also suitable for application to other sports clubs.

The main objective of this research is to analyze satisfaction with tourist services linked to the concept of sustainability in the context of a visit to the so-called equestrian show. The equestrian show adds values from the cultures that passed through the city. Specifically, the study focuses on tourist loyalty based on satisfaction with tourist services, satisfaction with the equestrian show and its overall quality. The fieldwork has been conducted in Córdoba, Spain. There are few studies on the relationship between tourist services linked to the concepts of sustainability and loyalty from the perspective of equestrian show management, making this a novel contribution to research.

The methodology used is based on a partial least squares structural equation modeling (PLS-SEM) approach.

To achieve the proposed objective, a structured questionnaire was used, and the results obtained confirm that satisfaction with tourist services linked to the concept of sustainability and the assessment of quality positively influence tourist loyalty. Consequently, they recommend returning to the destination and repeating the visit.

Heritage in Córdoba, Spain, is internationally recognized. Its uniqueness, with four world inscriptions along with the cultures that inhabited it, left a material heritage legacy in the city. Over time, this legacy has made it a magnet for visitors, making it essential to delve into its management and how concepts such as satisfaction with tourist services, combined with sustainability, impact the improvement of the visit.

This research aims to determine to what extent corporate social responsibility (CSR) actions developed by bank entities in Spain improve the vulnerable customers' emotions and quality perception of the banking service. Consequently, this increases the quality of their relationship regarding satisfaction, trust and engagement.

Data from 734 vulnerable banking customers were analyzed through structural equations modeling (EQS 6.2) to test the relationships of the proposed variables.

Vulnerable customers' emotional disposition exerts a strong influence on their perceived service quality. The antecedent effect is concentrated primarily on the CSR towards the client, with a residual secondary weight on the CSR towards society. These positive service emotions are determinants of the outcome quality perceived by vulnerable customers, directly in terms of higher satisfaction and trust and indirectly through engagement.

This research contributes to understanding how financial service providers should adapt to the specific characteristics and needs of vulnerable clients by adopting a strategy of approach, personalization and humanization of the service that seems to move away from the actions implemented by the banking industry in recent years.

This study has adopted a theoretical and empirical perspective on the impact of CSR on service emotions and outcome quality of vulnerable banking customers. Moreover, banks can adopt a dual conception of CSR: a macro and external scope toward society and a micro and internal scope toward customers.

This study proposes a model that influences customer citizenship behavior during COVID-19, and empirically tests the effects of fast-food restaurant customers' perceptions of justice (price and procedural justice) on trust; trust on satisfaction and loyalty; and trust, satisfaction and loyalty on customer citizenship behavior. Furthermore, it was questioned whether there was a disparity between customer expectations based on the restaurant's image and consumption experience.

The data were gathered from customers of fast-food restaurants in the shopping centers in Turkey. The data set, which included 437 valid questionnaires, was subjected to CFA for validity and reliability, SEM analysis for hypothesis and paired sample t-Tests for the research questions.

The findings of the study indicate that perceived justice affects customer trust, which, consequently, affects customer loyalty and satisfaction during the COVID-19 period. Findings also demonstrate that, while customer loyalty and trust increase customer citizenship behavior, customer satisfaction alone is insufficient to increase customer citizenship behavior. The study also shows that during the COVID-19 period, fast-food restaurants should have raised awareness of employees’ fair behaviors toward the customers and provided additional services to differentiate themselves in the market. Also, it indicates that customer expectations related to price, cleanliness and professional appearance of staff are not met after taking service.

No research has been found in the literature focusing on the expectations, justice, trust, satisfaction, loyalty and citizenship behaviors of fast-food restaurant customers in the COVID-19 pandemic process. Therefore, the results can fill the gap in relevant literature by testing the relationships between justice, trust, satisfaction, loyalty and citizenship during the pandemic and provide inferences for fast-food business owners.

This study aims to provide insight into the determinants of wellness tourism satisfaction, thereby taking a nonlinear approach regarding the relationships between attribute-level performance of wellness facility attributes, on the one hand, and wellness destination attributes, on the other hand, and global wellness tourist satisfaction. In addition, scores of impact range are calculated to reveal the potentially most determinant wellness facility and destination attributes.

This study uses data from a survey-based study conducted among 1,331 wellness tourists who have engaged in wellness tourism activities at one of 28 hotels with wellness offerings and 10 spas in Croatia. Impact-asymmetry analysis and impact-range analysis are used to quantify the potential of individual wellness attributes to generate satisfaction and dissatisfaction among wellness tourists and to perform a classification of wellness attributes according to the three-factor theory of customer satisfaction.

Operators of wellness tourism facilities, as well as managers of wellness destinations, must not make any compromises in quality levels because most wellness attributes have significantly higher potential to frustrate than please tourists. Basic factors such as cleanliness, punctuality or safety turned out to have the strongest influence on global satisfaction levels. Moreover, in line with previous research, wellness tourists have large expectations from destinations to have a preserved and beautiful nature, which is by far the most influential destination attribute. In addition to a safe environment and high-quality accommodation, wellness tourists further prefer rich cultural offerings.

To the best of the authors' knowledge, this is the first study to apply a nonlinear analysis approach to the quality–satisfaction relationship in a wellness tourism setting. Moreover, to the knowledge of the authors, this is the only study that used separate attribute models for wellness facilities, on the one hand, and wellness destinations, on the other hand, based on a nation-wide sample that covers multiple cases (i.e. multiple facilities and destinations).

本研究旨在深入了解养生旅游满意度的决定因素, 从而采用非线性方法来研究（i）养生设施属性和 （ii）养生目的地属性对国际养生游客满意度的关系。此外, 本文还计算了影响范围的分数, 以揭示潜在的最具决定性的养生设施和目的地属性。

本研究使用了基于对 1,331 名养生游客进行调查问卷的数据, 这些游客曾在克罗地亚 28 的酒店以及10个水疗中心进行了养生旅游活动。本文采用影响不对称分析（IAA）和影响范围分析（IRA）来量化个体养生属性在健康游客中产生满意度和不满意的潜力, 并根据顾客三因素满意度理论对健康属性进行分类。

养生旅游设施的运营商以及养生目的地的管理者不能在质量水平上做出任何妥协, 因为大多数养生属性很可能使游客感到沮丧, 而不是取悦游客。事实证明, 清洁、准时及安全等基本因素对全球满意度影响最大。此外, 根据之前的研究, 健康游客对目的地抱有很大的期望, 希望拥有保存完好且美丽的自然风光, 这是最具影响力的目的地属性。除了安全的环境和高品质的住宿外, 养生游客更看重丰富的文化产品。

这是第一项将非线性分析方法应用于养生旅游环境中的质量与满意度关系的研究。此外, 据作者所知, 这是唯一一项基于涵盖多个案例（即多个设施及目的地）的国家样本, 一方面对养生设施使用单独的属性模型, 另一方面对养生目的地使用单独的属性模型的研究。

Este estudio tiene como objetivo proporcionar información sobre los determinantes de la satisfacción del turismo de bienestar, adoptando así un enfoque no lineal con respecto a las relaciones entre el rendimiento a nivel de atributos de (i) atributos de instalaciones de bienestar, por un lado, y (ii) atributos de destino de bienestar, por otro lado, y la satisfacción del turista de bienestar global. Además, se calculan puntajes de rango de impacto para revelar las instalaciones de bienestar y los atributos de destino potencialmente más determinantes.

este estudio utiliza datos de un estudio basado en encuestas realizado entre 1,331 turistas de bienestar que participaron en actividades de turismo de bienestar en uno de los 28 hoteles con ofertas de bienestar y diez spas en Croacia. El análisis de asimetría de impacto (IAA) y el análisis de rango de impacto (IRA) se utilizan para cuantificar el potencial de los atributos de bienestar individuales para generar satisfacción e insatisfacción entre los turistas de bienestar y para realizar una clasificación de los atributos de bienestar de acuerdo con la teoría de los tres factores del cliente. satisfacción.

Los operadores de instalaciones de turismo de bienestar, así como los administradores de destinos de bienestar, no deben comprometer los niveles de calidad porque la mayoría de los atributos de bienestar tienen un potencial significativamente mayor para frustrar que para complacer a los turistas. Los factores básicos, como la limpieza, la puntualidad o la seguridad, resultaron ser los que más influyeron en los niveles de satisfacción global. En consecuencia, estos atributos no deben verse como fuentes potenciales de satisfacción y deleite del cliente, sino que deben otorgarse altos niveles de desempeño para evitar una fuerte insatisfacción. Además, en línea con investigaciones anteriores, los turistas de bienestar tienen grandes expectativas de que los destinos tengan una naturaleza preservada y hermosa, que es, con mucho, el atributo de destino más influyente. Además de un entorno seguro y un alojamiento de alta calidad, los turistas de bienestar prefieren una rica oferta cultural. Aplicando la teoría de los tres factores, una visión más matizada de la formación de la satisfacción del turista de bienestar mostró que estos atributos del destino tienen un potencial mucho mayor para crear una fuerte insatisfacción que satisfacción.

Este es el primer estudio que aplica un enfoque de análisis no lineal a la relación calidad-satisfacción en un entorno de turismo de bienestar. Además, según el conocimiento de los autores, este es el único estudio que utilizó modelos de atributos separados para instalaciones de bienestar, por un lado, y destinos de bienestar, por el otro, en base a una muestra nacional que cubre múltiples casos (es decir, múltiples instalaciones y destinos).

In this study, the authors develop a path model and investigate the effect of pandemic-oriented customer mistreatment on service sabotage through the lens of self-presentation theory. Moreover, the authors question the role of service climate as a moderator of the relationship between service sabotage and service performance.

Data were collected via a survey of 165 F&B frontline employees in restaurants in Iran. The hypotheses are examined using confirmatory factor analysis, structural equation modeling and ordinary least squares regression.

The findings reveal that POCM has a substantial and positive effect on service sabotage, and service climate mitigates the effect of service sabotage on service performance.

The study introduces and conceptually defines the term POCM. Furthermore, the authors apply the self-presentation theory as the overarching theory to explain underlying conditions in customer mistreatment and service sabotage. Moreover, although prior literature has described the saboteur–customer relationship as a one-line interaction, this study contributes to employee sabotage as a multi-linear transaction.

In this study, the authors identify new perspectives on the dark side of hospitality services in crises, such as the COVID-19 pandemic. The authors argue that pandemic-induced changes are essential not simply because they change customers’ moods and lower their patience threshold, but they further provoke ostentatious behaviors in saboteur–customer relations. These findings shed new light on the literature and provide managerial implications for enhancing hospitality performance.

Recommendation systems are a fundamental tool for hotels to adopt a differentiating competitive strategy. The main purpose of this work is to use machine learning techniques to treat imbalanced data sets, not applied until now in the tourism field. These techniques have allowed the authors to analyse the influence of imbalance data on hotel recommendation models and how this phenomenon affects client dissatisfaction.

An opinion survey was conducted among hotel customers of different categories in 120 different countries. A total of 135.102 surveys were collected over eleven quarters. A longitudinal design was conducted during this period. A binary logistic model was applied using the function generalized lineal model (GLM).

Through the analysis of a representative amount of data, the authors empirically demonstrate that the imbalance phenomenon is systematically present in hotel recommendation surveys. In addition, the authors show that the imbalance exists independently of the period in which the survey is done, which means that it is intrinsic to recommendation surveys on this topic. The authors demonstrate the improvement of recommendation systems highlighting the presence of imbalance data and consequences for marketing strategies.

The main contribution of the current work is to apply to the tourism sector the framework for imbalanced data, typically used in the machine learning, improving predictive models.

Switching behavior is predominantly seen in the consumer buying behavior of the mobile industry. This research aims to identify the factors influencing consumers to switch from their present mobile service provider. The consumer of the mobile industry operates in a dynamic and ever-changing environment that is difficult to predict, so this paper aims to focus on these issues.

The selection of factors was made with the help of qualitative study and quantitative research methods for further findings; with the help of a structured questionnaire, a total of 514 valuable responses were collected to get the results. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to analyze the data.

The finding shows that technology and edge-on-competition (TEC) and pricing have a negative influence on customer switching behavior. The switching cost (SC) is the most significant factor and has a positive impact, while service encounter failure (SEF) also positively impacts switching behavior.

The findings provide important implications for consumers switching brands if they are finding alternative offers that are cost-effective and SEF from service providers

The study of one of the largest mobile markets is learning lessons for other markets around the world. This study will be helpful for mobile service provider companies in their branding and marketing strategies. This study will also be helpful to practitioners, educators and researchers in understanding the consumer behavior of mobile users.

The learning of the largest mobile market will be a great learning lesson for other mobile markets around the world. Consumer behavior will help marketers follow ethical practices and make their strategy so a consumer does not switch brands and remain satisfied with the existing brand.

The study provides unique learning for practitioners, educators and researchers to understand the consumer behavior of mobile users. This will help marketers create factors that stop consumers from switching brands and develop strategies to retain customers.

This study intend to investigate a theoretical model looking at how particular tourist emotions, such as “joy,” “love,” and “positive surprise,” might predict their behavior by looking at how satisfied they are with their whole experience when visiting spas, and to examine the relationship of emotional experience, destination image, satisfaction and intention to revisit for spa tourism.

A sample of 345 individuals who traveled to Alleppey as domestic tourists participated in the research study. A non-probability (purposive) sampling method in this study. The structural model was analyzed using Structural Equation modeling (SEM), and the path coefficients were examined to test the hypotheses.

The results supported the hypotheses, indicating that specific emotions, image of the destination, and satisfaction significantly impacted tourists' intentions to revisit Alleppey as a spa tourism destination. This study demonstrated that “emotions of joy, love, and positive surprise” have a considerable influence on the image of the destination and satisfaction. The findings reveal a substantial correlation between satisfaction and behavioral intention (“Intention to revisit”). The research suggests that a higher degree of satisfaction would encourage visitors to revisit the location.

The research suggests that a higher degree of satisfaction would encourage visitors to revisit the location. This research offers vital information for developing, planning, and putting into practice tourism policies in the spa tourism sector. This article focuses on domestic travelers who travel to Alleppey, so the conclusions may not be relevant to research utilizing foreign tourists.

According to the literature study, and to the authors` knowledge, only limited number of studies that look at spa tourism from a wellness perspective. Additionally, Alleppey is used in the study as the study’s setting, providing insight into the visitor experiences of this expanding spa tourism business. This study gives understanding about how emotional experience predicts behavioral intentions.