Service quality at the cellar door: A lesson in services marketing from Western Australia's wine-tourism sector

Managing Tourism and Hospitality Services: Theory and International Applications

Volumn , Issue , 2006, Pages 251-261

  O'Neill, Martin ^a   Charters, Steve ^b  

^a AUBURN UNIVERSITY   (United States)

^b EDITH COWAN UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 70349217205     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (15)

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2. Carlsen, J. (1998) Strategic issues in Australian wine tourism. Wine Tourism-Perfect Partners, Proceedings of the First Australian Wine Tourism Conference. Bureau of Tourism Research, Canberra, pp. 99-100.
3. Dodd, T. and Bigotte, V. (1997) Perceptual differences among visitor groups to wineries. Journal of Travel Research, Winter, 46-51.
4. Donovan, P. and Samler, T. (1994) Delighting Customers: How to Build a Customer-Driven Organisation. Chapman & Hall, New York.
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6. Ford, J.B., Joseph, M. and Joseph, B. (1999) Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA. The Journal of Services Marketing 13(2), 171-186.
7. Gabott, M. and Hogg, G. (1997) Contemporary Services Marketing Management: A Reader. The Dryden Press, London.
8. Gwynne, A.L., Devlin, J. and Ennew, C.T. (1998) Service quality and customer satisfaction: a longitudinal analysis. The British Academy of Marketing Annual Conference. Sheffield Hallam University, UK, 8-10 July, pp. 186-191.
9. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schlesinger, L.A. (1997) Putting the service profit chain to work. In: Lovelock, C.H., Patterson, P.G. and Walker, R.H. (eds) Services Marketing. Prentice Hall, Upper Saddle River, New Jersey.
10. Macionis, N. (1998) Wineries and tourism: perfect partners or dangerous liaisons. Wine Tourism-Perfect Partners, Proceedings of the First Australian Wine Tourism Conference. Bureau of Tourism Research, Canberra, pp. 35-50.
11. O'Neill, M.A., Palmer, A. and Charters, S. (2002) Wine production as a service experience-the effects of service quality on wine sales. Journal of Services Marketing 16(4), 342-362.
12. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing 49(Fall), 41-50.
13. Spawton, T. (1986) Understanding wine purchasing: knowing how the wine buyer behaves can increase your sales. The Australian and New Zealand Wine Industry Journal 1(2), 54-57.
14. Vasse Felix (2003) Margaret River's Enduring Symbol of Quality. Vasse Felix Winery, Western Australia, Vasse Felix Winery, Western Australia
15. Zeithaml, V.A., Parasuraman, A. and Berry, L. (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, New York.