A visitors' evaluation index for a visit to an archaeological site

Tourism Management

Volumn 31, Issue 5, 2010, Pages 590-596

  Martín Ruiz, David ^a   Castellanos Verdugo, Mario ^a   Oviedo García, Ma de los Ángeles ^a  

^a UNIVERSITY OF SEVILLE   (Spain)

Author keywords

Archaeological site; Formative index; Service convenience; Service experience; Service quality

Indexed keywords

ARCHAEOLOGY; ASSESSMENT METHOD; MODELING; TOURISM; TOURIST DESTINATION;

SPAIN;

EID: 77952319478     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/j.tourman.2009.06.010     Document Type: Article

References (54)

1. Akbaba A. Measuring service quality in hotel industry. A study in a business hotel in Turkey. International Journal of Hospitality Management 2006, 25:170-192.
2. Anderson E.W., Fornell C., Lehmann D.R. Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing 1994, 58(3):53-66.
3. Appiah-Adu K., Fyall A., Singh S. Marketing culture and customer retention in the tourism industry. The Service Industries Journal 2000, 20(2):95-113.
4. Arnett D.B., Laverie D.A., Meiers A. Developing parsimonious retailer equity indexes using partial least squares analysis: a method and applications. Journal of Retailing 2003, 79:161-170.
5. Berry L.L., Seiders K., Grewal D. Understanding service convenience. Journal of Marketing 2002, 66:1-17.
6. Bigné J.E., Mattila A.S., Andreu L. The impact of experiential consumption cognitions and emotions on behavioral intentions. The Journal of Services Marketing 2008, 22(4):303-315.
7. Bigné J.E., Sánchez M., Sánchez J. Tourism image, evaluation variables and after purchase behaviour: inter-relationship. Tourism Management 2001, 22(6):607-616.
8. Bolton R.N., Lemon K.N. A dynamic model of customers' usage of services. Usage as an antecedent and consequence of satisfaction. Journal of Marketing Research 1999, 36:171-186.
9. Brady M.K., Cronin J.J. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing 2001, 65:34-49.
10. Caldwell N. (Rethinking) the measurement of service quality in museums and galleries. International Journal of Nonprofit and Voluntary Sector Marketing 2002, 7:161-171.
11. Clemons S.D., Woodruff R.B. Broadening the view of consumer (dis)satisfaction: A proposed means-end disconfirmation model of CS/D 1992, American Marketing Association, (Winter), 413-421.
12. Danaher P.J., Arweiler N. Customer satisfaction in the tourist industry: a case study of visitors to New Zealand. Journal of Travel Research 1996, 35(1):89-93.
13. Diamantopoulos A., Winklhofer H.M. Index construction with formative indicators: an alternative to scale development. Journal of Marketing Research 2001, 43:269-277.
14. Evrard Y., Colbert F. Arts management: a new discipline entering the millennium?. International Journal of Arts Management 2000, 2:4-13.
15. Fick G.R., Ritchie J.R. Measuring service quality in the travel and tourism industry. Journal of Travel Research 1991, 30:2-9.
16. Finn A., Kayande U. Scale modification: alternative approaches and their consequences. Journal of Retailing 2004, 80:37-52.
17. Fornell C., Larcker D.F. Evaluating structural models with unobservable variables and measurement error. Journal of Marketing Research 1981, 28:39-50.
18. Frochot I., Hughes H. HISTOQUAL: the development of a historic houses assessment scale. Tourism Management 2000, 21:157-167.
19. Gallarza M.G., Gil I. Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour. Tourism Management 2006, 27:437-452.
20. Geissler G.L., Rucks C.T., Edison S.W. Understanding the role of service convenience in art museum marketing: an exploratory study. Journal of Hospitality & Leisure Marketing 2006, 14:69-87.
21. Getty J., Thompson K. A procedure for scaling perceptions of lodging quality. Hospitality Research Journal 1994, 18:75-96.
22. Grönroos C. Relationship marketing: the strategy continuum. Journal of the Academy of Marketing Science 1995, 23:252-254.
23. Harrison P., Shaw R. Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors. International, Journal of Arts Management 2004, 6(2):23-33.
24. Holbrook M.B. The nature of customer value: an axiology of services in the consumption experience. Service quality: New directions in theory and practice 1994, 21-71. Sage Publications, Thousand Oaks, CA. R.T. Rust, R.L. Oliver (Eds.).
25. Hsieh L.-F., Lin L.-H., Lin Y.-Y. A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management 2008, 29(3):429-438.
26. Jarvis C.B., MacKenzie S.B., Podsakoff P.M. A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research 2003, 30:199-218.
27. Jeong J.-H., Lee K.-H. The physical environment in museums and its effects on visitor's satisfaction. Building and Environment 2006, 41:963-969.
28. Kelley S.W., Turley L.W. Consumer perceptions of service quality attributes at sporting events. Journal of Business Research 2001, 54:161-166.
29. Ladhari R. The effect of consumption emotions on satisfaction and word-of-mouth communications. Psychology & Marketing 2007, 24(12):1085-1108.
30. Leblanc G. Factors affecting customer evaluation of service quality in travel agencies: an investigation of customer's perceptions. Journal of Travel Research 1992, 30:10-16.
31. Lee C., Lee Y., Lee B. Korea's destination image formed by the 2002 world cup. Annals of Tourism Research 2005, 32(4):839-858.
32. MacKenzie S.B., Podsakoff P.M., Jarvis C.B. The problem of measurement model misspecification in behavioral and organizational research and some recommended solutions. Journal of Applied Psychology 2005, 90:710-730.
33. Martín-Ruiz D., Gremler D., Washburn J., Cepeda-Carrión G. Service value revisited: specifying a higher-order, formative measure. Journal of Business Research 2008, 61(12):1085-1108.
34. Martínez-Caro L., Martínez-García J.A. Measuring perceived service quality in urgent transport service. Journal of Retailing and Consumer Services 2007, 14:60-72.
35. Martínez-Caro L., Martínez-García J.A. Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management 2008, 29(4):706-720.
36. Monroe K. Pricing: Making profitable decisions 1990, McGraw-Hill, New York.
37. Naoi T., Airey D., Iijima S., Niininen O. Visitors' evaluation of an historical district: repertory grid analysis and laddering analysis with photographs. Tourism Management 2006, 27:420-436.
38. Nunnally J.C. Psychometric theory 1978, McGraw-Hill, New York. 2nd ed.
39. Nykiel R.A. Marketing in the hospitality industry 1997, American Hotel and Motel Association - Educational Institute, East Lansing, MI.
40. Otto J.E., Ritchie J.R. Exploring the quality of the service experience: a theoretical and empirical analysis. Advances in services marketing and management: Research and practice 1995, JAI Press. D. Bowen, T. Swartz, S. Brown (Eds.).
41. Otto J.E., Ritchie J.R. The service experience in tourism. Tourism Management 1996, 17(3):165-174.
42. Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: a multiple-item scalefor measuring consumer perceptions of service quality. Journal of Retailing 1988, 64:12-37.
43. Rojas de C., Camarero C. Visitors' experience, mood and satisfaction in a heritage context. Evidence from an interpretation center. Tourism Management 2008, 29(3):525-537.
44. Rowley J. Measuring total customer experience in museums. International Journal of Contemporary Hospitality Management 1999, 11:303-308.
45. Ryan C., Cliff A. Do travel agencies measure up to customer expectations? An empirical investigation of travel agencies' service quality as measured by SERVQUAL. Journal of Travel and Tourism Marketing 1997, 6:1-31.
46. Sánchez J., Callarisa L., Rodríguez R.M., Moliner M.A. Perceived value of the purchase of a tourism product. Tourism Management 2006, 27:397-409.
47. Sandström S., Edvardsson B., Kristensson P., Magnusson P. Value in use through service experience. Managing Service Quality 2008, 18(2):112-126.
48. Seiders K., Voss G.B., Godfrey A.L., Grewal D. SERVCON: development and validation of a multidimensional service convenience scale. Journal of the Academy of Marketing Science 2007, 35:144-156.
49. Suh S.H., Lee Y.H., Park Y., Shin G.C. The impact of consumer involvement on the consumers' perception of service quality - focusing on the Korean hotel industry. Journal of Travel and Tourism Marketing 1997, 6:33-52.
50. Thomas D.W., Butts F.B. Assessing leisure motivators and satisfaction of international elder hostel. Journal of Travel and Tourism Marketing 1998, 7(1):31-38.
51. Wilkins H., Merrilees B., Herrington C. Towards an understanding of total service quality in hotels. International Journal of Hospitality Management 2007, 26:840-853.
52. Williams C. Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry?. Managing Leisure 1998, 3:98-110.
53. Zeithaml V.A. Consumer perceptions of price, quality, and value. A means-end-model and synthesis of evidence. Journal of Marketing 1988, 52:2-22.
54. Zins A.H. Consumption emotions experience quality and satisfaction: a structural analysis for complainers versus no complainers. Journal of Travel and Tourism Marketing 2002, 12(2/3):3-18.