Conference paper
Conceptualising Service Performance of Tourist Attractions
Proceedings of the 2003 Australian and New Zealand Marketing Academy Conference, pp.2321-2327
Australian & New Zealand Marketing Academy Conference (ANZMAC), 2003 (Adelaide, Australia, 01-Dec-2003–03-Dec-2003)
Australian and New Zealand Marketing Academy (ANZMAC)
2003
Abstract
The conceptualisation of satisfaction remains a work in progress, particularly in visitor satisfaction with tourist attractions. This paper proposes a preliminary scale to measure the hypothesised antecedent of visitor satisfaction, Service performance, developed from three sources including a review of the literature; exploratory research using depth interviews and focus groups; and a survey of 412 visitors. Using exploratory factor analysis, Service performance was found to have six underlying sub-constructs with strong similarities to five of the theorised extended services marketing mix (the seven 'P's), plus an additional subconstruct, Food. The findings provide sufficient evidence to suggest that further research using these findings may be useful in advancing theory and in practical management of consumer satisfaction.
Details
- Title
- Conceptualising Service Performance of Tourist Attractions
- Authors
- Wendy Spinks (Author) - University of the Sunshine Coast - Faculty of BusinessMeredith A Lawley (Author) - University of the Sunshine Coast - Faculty of Business
- Contributors
- G Geursen (Editor)Rachel Kennedy (Editor)M Tolo (Editor)
- Publication details
- Proceedings of the 2003 Australian and New Zealand Marketing Academy Conference, pp.2321-2327
- Conference details
- Australian & New Zealand Marketing Academy Conference (ANZMAC), 2003 (Adelaide, Australia, 01-Dec-2003–03-Dec-2003)
- Publisher
- Australian and New Zealand Marketing Academy (ANZMAC)
- Date published
- 2003
- Copyright note
- Copyright © 2003 ANZMAC and the authors. Reproduced with permission of the copyright holder.
- Organisation Unit
- School of Business and Creative Industries; University of the Sunshine Coast, Queensland; USC Business School - Legacy
- Language
- English
- Record Identifier
- 99448861502621
- Output Type
- Conference paper
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