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This study investigates the dual roles of emotion and cognition in shaping customer experiences within the hospitality sector, examining their distinct impacts on the formation of customer loyalty.

Employing a sequential exploratory mixed-method design, this research integrates qualitative interviews with eighteen hospitality managers and a quantitative survey involving 595 customers to develop and validate a new instrument measuring affective and cognitive experiential states for general hospitality consumers.

The study's results reveal that emotional experiences strongly correlate with affective loyalty, while cognitive experiences significantly influence cognitive loyalty. The study contributes to the existing literature by introducing a robust instrument that effectively captures the experiential dimensions, offering insights into customer loyalty formation.

The reliance on retrospective self-reporting in the quantitative phase may introduce recall bias, potentially limiting the precision of the findings. Future research should seek to mitigate this by employing real-time data capture methods.

The newly developed measurement tool presents a practical solution for industry professionals aiming to enhance customer experience management by focusing on both affective and cognitive aspects, thus facilitating targeted strategies to cultivate customer loyalty. The implications for service design suggest that both emotional and cognitive elements must be considered to optimize customer experiences and drive loyalty.

This work advances the theoretical understanding of customer experience by distinguishing between its affective and cognitive dimensions and their respective contributions to loyalty. It offers a validated empirical tool, setting a foundation for future investigations.

In the field of digital entrepreneurship, achieving high growth in digital start-ups is crucial. This paper aims to explore how causal conditions at the individual, organizational and environmental levels interact in the growth process of digital start-ups. Furthermore, it uses a configurational approach to conduct a holistic analysis of the cross-level interaction mechanisms that enable digital start-ups to achieve high growth.

Based on a holistic perspective, the data collection included 57 representative cases of digital start-ups in China in the past decade (2014–2023). A fuzzy set qualitative comparative analysis was conducted to explore the cross-level interaction mechanism of the three-dimensional causal conditions of the environment, organization and individual entrepreneurs on high growth among digital start-ups.

This study found three models for digital start-ups to achieve high growth. These models − the resource network orchestration model, the innovation resource development model and the entrepreneurial spirit coherence model, respectively, reflect the multiple paths of high growth achieved by various digital start-ups based on their entrepreneurial environment, organizational capability and the personality of the founder. This reflects that digital start-ups face different conditions and entrepreneurial situations, with differing cross-level interaction mechanisms for achieving high growth.

First, digital start-ups should focus on strengthening their digital resource integration capabilities to lay the foundation for their subsequent high-growth path selection. Second, entrepreneurs need to adopt a holistic perspective to change or strengthen the causal conditions required to achieve high growth. Third, emphasis should be placed on the coherence between the entrepreneur’s need for achievement and the internal entrepreneurial culture.

First, this study contributes to the literature on high growth among digital start-ups by introducing a cross-level interaction mechanism comprising environmental, organizational and entrepreneurial causal conditions. Second, it reveals that individual factors at the environmental, organizational and entrepreneurial levels are not necessary conditions for high entrepreneurial growth and that digital resource integration capabilities play a more universal role in achieving high digital start-up growth. Finally, the study provides a cross-level holistic explanation of how digital start-ups can achieve high growth and reveals various configuration models conducive to high growth, thus offering practical insights for businesses.