Conference paper
The Influence of Service Performance and Situation Variables on Visitor Satisfaction
Proceedings of the 2004 Australian and New Zealand Marketing Academy Conference, pp.1-8
Australian & New Zealand Marketing Academy Conference (ANZMAC), 2004 (Wellington, New Zealand, 29-Nov-2004–01-Dec-2004)
Australian and New Zealand Marketing Academy (ANZMAC)
2004
Abstract
The relationship of service performance and situational variables with visitor satisfaction in high involvement services such as tourism, is an area of increasing interest to both academics and practitioners. This paper develops and tests a model incorporating these three constructs using a triangulation of data from a two-stage study. This included depth interviews, focus groups and a survey of 412 visitors to four tourist attractions. Key findings include the development of scales to measure service performance that identified the five underlying subconstructs of product, physical evidence, process, people and price, as well as a scale to measure situational variables. In addition, situational variables have a significant influence on service performance, which in turn has a significant influence on visitor satisfaction. Further research may advance theory and enhance the practical management of visitor satisfaction.
Details
- Title
- The Influence of Service Performance and Situation Variables on Visitor Satisfaction
- Authors
- Wendy Spinks (Author) - University of the Sunshine Coast - Faculty of BusinessMeredith A Lawley (Author) - University of the Sunshine Coast - Faculty of Business
- Contributors
- Jim Wiley (Editor)Peter Thirkell (Editor)
- Publication details
- Proceedings of the 2004 Australian and New Zealand Marketing Academy Conference, pp.1-8
- Conference details
- Australian & New Zealand Marketing Academy Conference (ANZMAC), 2004 (Wellington, New Zealand, 29-Nov-2004–01-Dec-2004)
- Publisher
- Australian and New Zealand Marketing Academy (ANZMAC)
- Date published
- 2004
- ISBN
- 0475222151
- Copyright note
- Copyright © 2004 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
- 99448868102621
- Output Type
- Conference paper
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