This paper investigates the relationship between value co-creation, delight, satisfaction, and loyalty in the hospitality sector, considering the perceptions of hotel customers in Portugal. To gain deeper insights into hotel customers‘ perception of delight, developing and testing an integrated model was undertaken by examining the relationship between these variables to expand the theory of customer delight when related, as a novelty, with value co-creation, customer satisfaction, and loyalty. The data for this investigation was collected through a questionnaire administered to 178 hotel customers. The gathered data was then subjected to both descriptive and inferential analysis. To test the integrated model, the researchers used the partial least squares (PLS) technique and validated it using Smart PLS 4.0 software. On the one hand, the results show that value co-creation has a direct positive effect on customer delight and, subsequently, influences the effect of customer delight on customer loyalty. On the other hand, value co-creation has a direct positive effect on customer satisfaction, which, in turn, positively influences loyalty. All four proposed hypotheses are supported.

The purpose of this study is to investigate the factors that affect the Nonprofit Organization’s (NPO) competencies and leadership in a crisis situation, specifically in the Portuguese NPOs during COVID-19. Adopting an interdisciplinary perspective, this article integrates crisis management literature with leadership literature. Highlighting the leadership perspective of both intermediate employees (technical director) and top management (executive director), this research aims to advance knowledge on the main organizational leadership competencies that NPOs need to have to better cope with crises. One hundred and seventy-four (174) NPOs representatives voluntarily participated in the study which involved a survey questionnaire based on a five-point Likert scale for 23 items included in the questionnaire. Principal component analysis using varimax rotation was applied to reduce the number of variables. Reliability tests were performed to assess the items included in the questionnaire. Tests included test-retest reliability, Cronbach alpha, and split-half reliability coefficients. Results show that the most important factors that improve the capability of a NPO to cope with a crisis are: respond to all stakeholders through accountability, plan based on identification of vulnerabilities, and build a foundation of trust through communication. Additionally, it is possible to suggest that staff and top management perceive crisis and leadership competencies differently. It is possible to conclude, that these factors can be used as important lines of action to structure the sustainable development and planning of NPOs’ strategies of other similar crisis to come in the future. Findings, the implications of this work, and avenues for future NPOs crisis management and leadership research are addressed.

O enorme aumento da demanda por serviços de streaming na última década, e durante a pandemia COVID-19, trouxe esperança de um futuro promissor para as empresas deste setor, onde os determinantes da satisfação e lealdade do cliente ainda não foram totalmente compreendidos. O estudo empírico apresentado neste artigo, tem como objetivo principal, analisar os fatores que influenciam a lealdade dos consumidores em um serviço de streaming. Procurando responder à questão de investigação, foram utilizados dois tipos de fontes: primária e secundária. No que respeita às fontes primárias, foi utilizada uma pesquisa quantitativa, recolhendo os dados com a técnica de amostragem por conveniência, usando um questionário aplicado online através de e-mails institucionais e redes sociais (Facebook, Instagram e Whatsapp). Os dados (n= 205) foram analisados utilizando a Modelagem de Equações Estruturais. Perante os resultados obtidos, é possível concluir quais são os principais fatores que influenciam a lealdade em relação a uma plataforma de streaming, a saber: qualidade percebida, facilidade de uso, expectativa de desempenho e satisfação. A análise realizada revelou a validade preditiva dos três fatores e da satisfação, e através desta, da lealdade.