All that jazz! Festival-specific predictors of service, quality, satisfaction and repurchase intentions

Tkaczynski, Aaron and Stokes, Robyn (2005). All that jazz! Festival-specific predictors of service, quality, satisfaction and repurchase intentions. In: Sharon Purchase, ANZMAC 2005 Conference Proceedings: Broadening the Boundaries. Australia and New Zealand Marketing Academy Conference (ANZMAC, 2005), Fremantle, WA, Australia, (248-254). 5-7 December 2005.

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Name Description MIMEType Size Downloads
Author Tkaczynski, Aaron
Stokes, Robyn
Title of paper All that jazz! Festival-specific predictors of service, quality, satisfaction and repurchase intentions
Conference name Australia and New Zealand Marketing Academy Conference (ANZMAC, 2005)
Conference location Fremantle, WA, Australia
Conference dates 5-7 December 2005
Proceedings title ANZMAC 2005 Conference Proceedings: Broadening the Boundaries
Place of Publication Perth, Australia
Publisher University of Western Australia
Publication Year 2005
Sub-type Fully published paper
ISBN 9780646455464
064645546X
Editor Sharon Purchase
Start page 248
End page 254
Total pages 7
Collection year 2005
Language eng
Formatted Abstract/Summary
With growing consensus that performance-only constructs may serve as better predictors of service quality (SQ) than the original SERVQUAL scale, this research developed a FESTPERF instrument to investigate the questions of: whether the SQ factors at a jazz and blues festival were the same or similar to the generic SERVPERF factors; and, what festival-specific SQ factors, if any, were predictors of overall service quality, visitor satisfaction and repurchase intent. Results of this study at the Brisbane Jazz and Blues Festival showed that FESTPERF with a three factor solution differed from the generic SERVPERF instrument and did not replicate the SERVQUAL factors. Here, the factors of Professionalism of festival organisers/personnel, the Core Service and the festival's Environment were salient. Of these, the two factors of Professionalism and the Environment predicted visitor satisfaction that might, in turn, lead to repurchase. The festival's Core Service (primarily musical performance) did not
Subjects 15 Commerce, Management, Tourism and Services
1501 Accounting, Auditing and Accountability
1503 Business and Management
1505 Marketing
1599 Other Commerce, Management, Tourism and Services
Keyword Service delivery models
Quality assurance
Client satisfaction
Festival management
Q-Index Code E1
Q-Index Status Provisional Code
Institutional Status Non-UQ

 
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Created: Thu, 12 Nov 2009, 14:49:33 EST by Rosalind Blair on behalf of Faculty of Business, Economics & Law