The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology. The concept of customer experience is multidimensional, analysed from various perspectives, and with distinct valences in different industries. Based on the stimulus-organism-response (S-O-R) approach, we proposed a model in which customer experience in fintech is the result of customer’s evaluation of the stimuli proposed by fintech companies. Using partial least squares equation modelling (PLS-SEM), we tested a series of hypotheses and validated the proposed model. The results showed that perceived value, customer support, assurance, speed and perceived firm innovativeness are positively related to customer experience in fintech. In turn, customer experience is positively associated with loyalty intentions of the customer. Our paper contributes in identifying the dimensions, the determinants and the outcomes of customer experience in fintech, while from a managerial perspective, we demonstrate how fintech companies must integrate customer experience in their business models.

Promoting the principles of circular economy and the new business models advocated by the circular economy can represent a solutionfor a more prosperous society, less dependent on primary and energy resources andmore environmentally friendly. The sharing economy, which primarily involves the transformation of traditional market behaviors into collaborative consumption models,that ensure a more efficient and sustainable use of resources, is part of the circular economy and has generated business models that are compatible with it. This article discusses the possibility for the sharing economy to bring about profound changes in consumer behavior towards products and servicesandto highlight the factors that drive consumers’shifttowards the sharing economy. For this purpose wedevelopedand tested a model in which the change in consumer mindset has as the main direct determinants the satisfaction with the services of the sharingeconomy and the intention to access such products and services. The study uses data collected through a questionnaire, applied to a sample of 320 customers ofUber –a symbol of the sharingeconomy,and processed usingstructural equation modelling. Research results show that there are premisesfor switching to anaccess-based consumption model.

PurposeThe purpose of this paper is to reveal the conditions that facilitate or hinder a favorable reaction of fans to the resurrection of sport club brands.Design/methodology/approachThe proposed model was empirically tested by applying partial least squares-SEM to a sample of 462 fans of five Romanian football and handball clubs that were resurrected in the last five years.FindingsThe study showed that a positive relationship between the new and the old club owners, the keeping of the brand name, and the involvement of the club’s historic figures are favorable conditions for a successful resurrection. The faded brands that enjoy salient heritage and numerous loyal fans are more likely to be successfully resurrected. Moreover, when the resurrection is undertaken immediately after the old club’s bankruptcy, fans tend to alienate from the brand, as they consider the new club to be trying to counterfeit the meaning of the faded brand.Research limitations/implicationsThe cross-sectional nature of the study and the narrow scope of the empirical data are the major limitations of the study.Practical implicationsBased on the empirical findings, the authors made recommendations to sport entrepreneurs who consider reviving faded clubs, and highlighted the difficulties of the resurrection process.Originality/valueTo the best of the authors’ knowledge, this is the first study of brand resurrection in the sports industry.

The sustainability of the transport sector is targeted by various policies adopted by the European Union, and their impact must be constantly monitored in order to maximize the desired objective. This paper, through a two-stage investigation, aims to present a systemic approach of the sustainability dimensions in transport and to introduce an innovative technique to analyze the interdependencies between them. In the first stage, relevant indicators were selected from the Eurostat database for the content of four dimensions: economic, environmental, social and technological. The robustness of the developed dimensions was assessed and validated through a confirmatory factor analysis. In the second stage, a Gaussian graphical model was estimated as a technique integrating graphical and statistical modeling to identify complex structures of linkages between variables (as components of each dimension of sustainability). The structure of the network clearly highlights the dependence of transport on fossil fuel consumption as the main determinant of pollution in the sector (CO₂ emissions). In addition, the central role of railways in decarbonizing transport is highlighted, in contrast to the limited, and isolated at one end of the network, role of electric vehicles. The findings support that affordability of this new technology plays an important role in its impact on zero-emission transition. Concentrating on the period 2013–2022, at EU27 level, the results are relevant in the context of decarbonization policies, offering useful insights both for future research and policy makers.

The fintech sector is entering the maturity phase of the life cycle, in which customer brand engagement (CBE) is connecting companies and customers. The aim of this paper is to investigate the driving forces behind CBE in the fintech sector and its contribution to loyalty intentions. In the framework of service-dominant logic, a quantitative approach on 239 fintech users was undertaken to propose and validate a conceptual model of customer brand engagement in fintech, using Partial Least Square–Structural Equation Modeling. The results showed that the perception of personalization, the perception of interaction between customers and brands, and the perception of benefits contribute to CBE in fintech, and the latter is positively associated with loyalty intentions. This research contributes to the literature of brand engagement by offering an integrative framework to analyze CBE in the fintech sector.