Enhancing loyalty: when improving consumer satisfaction and delight matters

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 satisfaction and loyalty intentions, as well as a negative cubic relationship between delight and loyalty intentions. Contrary to satisfaction, delight unfolds its full impact at lower levels, but only after a threshold level is exceeded. Like satisfaction, the delight effect becomes saturated at very high levels. Furthermore, both delight and satisfaction effects weaken with increased prior consumption experiences. Thus, when they invest in delight and satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences

SEFS–Results on Sensor Data Fusion System Development

For driver assistance systems, a thorough perception of the environment becomes more and more important. Often, sensor data fusion systems (typically comprising sensor such as radar and vision systems) are employed, to get an improved picture of the host vehicle’s surroundings. The SEFS project is part of the Swedish IVSS program. The project focuses on methods and architecture for fusion of sensor data. In this paper, some of the main results are highlighted. Findings of the SEFS project include data fusion structure and architecture, tracking methods as well as vehicle and road models pulse related parameter estimation

SEFS–Results on Sensor Data Fusion System Development

For driver assistance systems, a thorough perception of the environment becomes more and more important. Often, sensor data fusion systems (typically comprising sensor such as radar and vision systems) are employed, to get an improved picture of the host vehicle’s surroundings. The SEFS project is part of the Swedish IVSS program. The project focuses on methods and architecture for fusion of sensor data. In this paper, some of the main results are highlighted. Findings of the SEFS project include data fusion structure and architecture, tracking methods as well as vehicle and road models pulse related parameter estimation

Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality

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

Enhancing loyalty: when improving consumer satisfaction and delight matters

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 satisfaction and loyalty intentions, as well as a negative cubic relationship between delight and loyalty intentions. Contrary to satisfaction, delight unfolds its full impact at lower levels, but only after a threshold level is exceeded. Like satisfaction, the delight effect becomes saturated at very high levels. Furthermore, both delight and satisfaction effects weaken with increased prior consumption experiences. Thus, when they invest in delight and satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences

What Drives Customer Loyalty? Nonlinear Effects of Customer Delight and Satisfaction on Loyalty and the Moderating Role of Service Experience

We substantiate—theoretically and empirically—the important parallel roles of delight and satisfaction in influencing loyalty in service settings. Our results of a PLS-SEM study support a negative quadratic (i.e., concave) relationship of satisfaction with loyalty and a negative cubic relationship of delight. When allocating (incremental) resources to create customer loyalty, managers should recognize that delight reaches its full impact only after an initial threshold. Similar to satisfaction, this effect reaches a saturation point after an upper threshold at very high levels of delight. Moreover, our results suggest that both delight and satisfaction effects weaken when experience increases

Technical note: Identification of Prototheca species from bovine milk samples by PCR-single strand conformation polymorphism

We report the development of a PCR-single strand conformation polymorphism (SSCP) method to identify Prototheca spp. responsible for bovine mastitis: P. zopfii and P. blaschkeae. The method was set up using reference strains belonging to P. zopfii genotype 1, P. zopfii genotype 2, and P. blaschkeae as target species and P. stagnora, and P. ulmea as negative controls. The assay was applied on 50 isolates of Prototheca spp. isolated from bovine mastitic milk or bulk-tank milk samples, and all isolates were identified as P. zopfii genotype 2. We conclude that the described PCR-SSCP approach is accurate, inexpensive, and highly suitable for the identification of P. zopfii genotype 2 on field isolates but also directly on milk, if preceded by a specific DNA extraction method