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 solution for a more prosperous society, less dependent on primary and energy resources and more 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 services and to highlight the factors that drive consumers' shift towards the sharing economy. For this purpose we developed and tested a model in which the change in consumer mindset has as the main direct determinants the satisfaction with the services of the sharing economy and the intention to access such products and services. The study uses data collected through a questionnaire, applied to a sample of 320 customers of Ubera symbol of the sharing economy, and processed using structural equation modelling. Research results show that there are premises for switching to an access-based consumption model.

Sports organizations worldwide are discovering their power of influence over the fans and communities in which they operate, making more and more specialists and practitioners question these organizations’ social responsibility and sustainable development. In sports organizations, although research is increasing, social responsibility and sustainability are topics that require special attention because sports organizations can instill values in a large number of people in different fields. In our paper, we propose a conceptual framework that allows for integrated research into corporate social responsibility (CSR) and the sustainability of sports organizations for sustainable management and identifies their influences on the overall performance. Based on the conceptual framework, we developed a scale for measuring sports organizations’ social responsibility and sustainability, which we applied within sports organizations in Romania. The empirical study involved 280 respondents selected from the first two leagues of four sports areas (football, handball, volleyball, basketball). To support the conceptual framework, we used quantitative research methods in a transversal analysis: structural equation modeling and artificial neural network analysis. The conclusions of the empirical study in Romania show that social responsibility and sustainability are essential for the sustainable management of sports organizations and significantly influence the organization’s overall performance. Among the pillars of sustainability, the social and human impact performance, given the specifics of sports organizations (involving large masses of people). Furthermore, legal and philanthropic responsibilities significantly influence CSR and organizational performance among CSR responsibilities.

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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.