메뉴 건너뛰기




Volumn 14, Issue 1, 2010, Pages 69-82

Festperf: A service quality measurement scale for festivals

Author keywords

Festival; FESTPERF; Measurement; Service quality

Indexed keywords


EID: 77955615264     PISSN: 15259951     EISSN: None     Source Type: Journal    
DOI: 10.3727/152599510X12724735767679     Document Type: Article
Times cited : (60)

References (80)
  • 1
    • 0037307765 scopus 로고    scopus 로고
    • Measuring tourism satisfaction with Kenya's wildlife safari: A case study of Tsavo West National Park
    • Akama, J. S., & Kieti, D. M. (2003). Measuring tourism satisfaction with Kenya's wildlife safari: A case study of Tsavo West National Park. Tourism Management, 24(1), 73-81.
    • (2003) Tourism Management , vol.24 , Issue.1 , pp. 73-81
    • Akama, J.S.1    Kieti, D.M.2
  • 2
    • 84986037576 scopus 로고    scopus 로고
    • Can perceptions of service quality predict behavior intentions? An exploratory study in the hotel sector in Greece
    • Alexandra, K., & Markata, D. (2002). Can perceptions of service quality predict behavior intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality, 12(4), 224-231.
    • (2002) Managing Service Quality , vol.12 , Issue.4 , pp. 224-231
    • Alexandra, K.1    Markata, D.2
  • 3
    • 0011939750 scopus 로고
    • Customer satisfaction, market share, and profitability: Findings from Sweden
    • Anderson, E. W., Fornell, C, & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.
    • (1994) Journal of Marketing , vol.58 , pp. 53-66
    • Anderson, E.W.1    Fornell, C.2    Lehmann, D.R.3
  • 4
    • 20444405530 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson, E. A., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
    • (1993) Marketing Science , vol.12 , Issue.2 , pp. 125-143
    • Anderson, E.A.1    Sullivan, M.W.2
  • 5
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction, and behavioral variables
    • Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction, and behavioral variables. Annals of Tourism Research, 27(3), 785-804.
    • (2000) Annals of Tourism Research , vol.27 , Issue.3 , pp. 785-804
    • Baker, D.A.1    Crompton, J.L.2
  • 6
    • 0023020183 scopus 로고
    • The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations
    • Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
    • (1986) Journal of Personality and Social Psychology , vol.51 , Issue.6 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 7
    • 84986135355 scopus 로고    scopus 로고
    • Service encounter problems: Which service providers are more likely to be blamed?
    • Bebko, C. P. (2001). Service encounter problems: Which service providers are more likely to be blamed? Journal of Services Marketing, 15(6), 480-495.
    • (2001) Journal of Services Marketing , vol.15 , Issue.6 , pp. 480-495
    • Bebko, C.P.1
  • 8
    • 0034812130 scopus 로고    scopus 로고
    • Tourism image, evaluation variables, and after purchase behavior: Inter-relationship
    • Bigne, J. E., Sanchez, M. I., & Sanchez, J. (2001). Tourism image, evaluation variables, and after purchase behavior: Inter-relationship. Tourism Management, 22(6), 607-616.
    • (2001) Tourism Management , vol.22 , Issue.6 , pp. 607-616
    • Bigne, J.E.1    Sanchez, M.I.2    Sanchez, J.3
  • 9
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(4), 69-82.
    • (1990) Journal of Marketing , vol.54 , Issue.4 , pp. 69-82
    • Bitner, M.J.1
  • 10
    • 21844492054 scopus 로고
    • Critical service encounters: The employee's viewpoint
    • Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
    • (1994) Journal of Marketing , vol.58 , Issue.4 , pp. 95-106
    • Bitner, M.J.1    Booms, B.H.2    Mohr, L.A.3
  • 11
    • 0001965293 scopus 로고
    • The service encounter: Diagnosing favorable and unfavorable incidents
    • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
    • (1990) Journal of Marketing , vol.54 , Issue.1 , pp. 71-84
    • Bitner, M.J.1    Booms, B.H.2    Tetreault, M.S.3
  • 12
    • 0002788863 scopus 로고
    • Encounter satisfaction versus overall satisfaction versus service quality: The consumers voice
    • R. T. Rust & R. L. Oliver (Eds.), Thousands Oaks, CA: Sage Publications
    • Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus service quality: The consumers voice. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 72-92). Thousands Oaks, CA: Sage Publications.
    • (1994) Service quality: New directions in theory and practice , pp. 72-92
    • Bitner, M.J.1    Hubbert, A.R.2
  • 13
    • 0001810553 scopus 로고
    • A longitudinal analysis of the impact of service changes on customer attitudes
    • Bolton, R. N., & Drew, J. H. (1991a). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55(1), 1-9.
    • (1991) Journal of Marketing , vol.55 , Issue.1 , pp. 1-9
    • Bolton, R.N.1    Drew, J.H.2
  • 14
    • 0000429475 scopus 로고
    • A multistage model of customers' assessments of service quality and value
    • Bolton, R. N., & Drew, J. H. (1991b). A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384.
    • (1991) Journal of Consumer Research , vol.17 , Issue.4 , pp. 375-384
    • Bolton, R.N.1    Drew, J.H.2
  • 15
    • 0042916415 scopus 로고
    • A dynamic process model of service quality: From expectations to behavioral intentions
    • Boulding, W., Karla, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
    • (1993) Journal of Marketing Research , vol.30 , pp. 7-27
    • Boulding, W.1    Karla, A.2    Staelin, R.3    Zeithaml, V.4
  • 16
    • 37349037054 scopus 로고    scopus 로고
    • Does the music matter? Motivations for attending a music festival
    • Bowen, H. E., & Daniels, M. J. (2005). Does the music matter? Motivations for attending a music festival. Event Management, 9(3), 155-164.
    • (2005) Event Management , vol.9 , Issue.3 , pp. 155-164
    • Bowen, H.E.1    Daniels, M.J.2
  • 18
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.1 , pp. 33-55
    • Carman, J.M.1
  • 20
    • 0002127253 scopus 로고    scopus 로고
    • A Comparison of alternative direct and discrepancy approaches to measuring quality of performance at a festival
    • Childress, R. D., & Crompton, J. L. (1997). A Comparison of alternative direct and discrepancy approaches to measuring quality of performance at a festival. Journal of Travel Research, 36(2), 43-57.
    • (1997) Journal of Travel Research , vol.36 , Issue.2 , pp. 43-57
    • Childress, R.D.1    Crompton, J.L.2
  • 21
    • 0003068267 scopus 로고
    • Building a competitive advantage for service firms
    • Clow, K. E., & Vorhies, D. W. (1993). Building a competitive advantage for service firms. Journal of Services Marketing, 7(1), 22-32.
    • (1993) Journal of Services Marketing , vol.7 , Issue.1 , pp. 22-32
    • Clow, K.E.1    Vorhies, D.W.2
  • 22
    • 36049050287 scopus 로고    scopus 로고
    • Examining the mediating role of festival visitors' satisfaction in the relationship between service quality and behavioral intentions
    • Cole, S. H., & Ilium, S. F. (2006). Examining the mediating role of festival visitors' satisfaction in the relationship between service quality and behavioral intentions. Journal of Vacation Marketing, 12(2), 160-173.
    • (2006) Journal of Vacation Marketing , vol.12 , Issue.2 , pp. 160-173
    • Cole, S.H.1    Ilium, S.F.2
  • 23
    • 0002051961 scopus 로고
    • The predictive validity of alternative approaches to evaluating quality of a festival
    • Crompton, J. L., & Love, L. L. (1995). The predictive validity of alternative approaches to evaluating quality of a festival. Journal of Travel Research, 34(1), 11-24.
    • (1995) Journal of Travel Research , vol.34 , Issue.1 , pp. 11-24
    • Crompton, J.L.1    Love, L.L.2
  • 24
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-217.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 193-217
    • Cronin, J.J.1    Brady, M.K.2    Hult, G.T.M.3
  • 25
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 26
    • 0007744069 scopus 로고
    • SERVPERF versus SERVQUAL: Reconciling performance-based
    • Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based. Journal of Marketing, 58(1), 125-131.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 125-131
    • Cronin, J.J.1    Taylor, S.A.2
  • 27
    • 0012829407 scopus 로고
    • The convergence of customer satisfaction and service quality evaluations with increasing customer patronage
    • Dabholkar, P. A. (1995). The convergence of customer satisfaction and service quality evaluations with increasing customer patronage. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 8, 31-43.
    • (1995) Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , vol.8 , pp. 31-43
    • Dabholkar, P.A.1
  • 28
    • 0037362324 scopus 로고    scopus 로고
    • Service quality in Cretan accommodations: Marketing strategies for the UK holiday market
    • Ekinci, Y., Prokopaki, P., & Cobanoglu, C. (2003). Service quality in Cretan accommodations: Marketing strategies for the UK holiday market. Hospitality Management, 22, 47-66.
    • (2003) Hospitality Management , vol.22 , pp. 47-66
    • Ekinci, Y.1    Prokopaki, P.2    Cobanoglu, C.3
  • 29
    • 0001649133 scopus 로고
    • An evaluation of the SERVQUAL scales in a retailing setting
    • Finn, D. W., & Lamb, C. W. (1991). An evaluation of the SERVQUAL scales in a retailing setting. Advances in Consumer Research, 18(1), 483-490.
    • (1991) Advances in Consumer Research , vol.18 , Issue.1 , pp. 483-490
    • Finn, D.W.1    Lamb, C.W.2
  • 30
    • 0002469577 scopus 로고
    • A national customer satisfaction barometer: The Swedish experience
    • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
    • (1992) Journal of Marketing , vol.56 , Issue.1 , pp. 6-21
    • Fornell, C.1
  • 31
    • 0034037857 scopus 로고    scopus 로고
    • HISTOQUAL, The development of a historic houses assessment scale
    • Frochot, I., & Hughes, H. (2000). HISTOQUAL, The development of a historic houses assessment scale. Tourism Management, 21(2), 157-167.
    • (2000) Tourism Management , vol.21 , Issue.2 , pp. 157-167
    • Frochot, I.1    Hughes, H.2
  • 33
    • 0035709671 scopus 로고    scopus 로고
    • Service quality evaluation at events through service mapping
    • Getz, D., O'Neill, M., & Carlsen, J. (2001). Service quality evaluation at events through service mapping. Journal of Travel Research, 39(4), 380-390.
    • (2001) Journal of Travel Research , vol.39 , Issue.4 , pp. 380-390
    • Getz, D.1    O'Neill, M.2    Carlsen, J.3
  • 35
    • 85118133402 scopus 로고    scopus 로고
    • Customer repurchase intention: A general structural equation model
    • Hellier, P. K., Guersen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
    • (2003) European Journal of Marketing , vol.37 , Issue.11-12 , pp. 1762-1800
    • Hellier, P.K.1    Guersen, G.M.2    Carr, R.A.3    Rickard, J.A.4
  • 36
    • 48549090160 scopus 로고    scopus 로고
    • Understanding core and peripheral service quality in customer repurchase of the performing arts
    • Hume, M. (2008). Understanding core and peripheral service quality in customer repurchase of the performing arts. Managing Service Quality, 18(4), 349-369.
    • (2008) Managing Service Quality , vol.18 , Issue.4 , pp. 349-369
    • Hume, M.1
  • 37
    • 84930579845 scopus 로고
    • Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters
    • Iacobucci, D. K., & Ostrom, A. (1993). Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of Consumer Psychology, 2(3), 257-286.
    • (1993) Journal of Consumer Psychology , vol.2 , Issue.3 , pp. 257-286
    • Iacobucci, D.K.1    Ostrom, A.2
  • 38
    • 0001340575 scopus 로고    scopus 로고
    • Use of service quality gap theory to differentiate between foodservice outlets
    • Johns, N., & Tyas, P. (1996). Use of service quality gap theory to differentiate between foodservice outlets. Service Industries Journal, 16(3), 321-346.
    • (1996) Service Industries Journal , vol.16 , Issue.3 , pp. 321-346
    • Johns, N.1    Tyas, P.2
  • 39
    • 84986173603 scopus 로고    scopus 로고
    • Transaction-specific satisfaction and overall satisfaction: An empirical analysis
    • Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147-159.
    • (2000) Journal of Services Marketing , vol.14 , Issue.2 , pp. 147-159
    • Jones, M.A.1    Suh, J.2
  • 40
    • 0001848840 scopus 로고
    • Why satisfied customers defect
    • November/December
    • Jones, T., & Sasser, E. W. (1995, November/December). Why satisfied customers defect. Harvard Business Review, 88-99.
    • (1995) Harvard Business Review , pp. 88-99
    • Jones, T.1    Sasser, E.W.2
  • 41
    • 85107910598 scopus 로고
    • Consumer switching behavior in service industries: An exploratory study
    • Keaveney, S. M. (1995). Consumer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71-82.
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 71-82
    • Keaveney, S.M.1
  • 43
    • 35248861709 scopus 로고    scopus 로고
    • The relationship among quality, satisfaction, and future intention and repeat visitors in a festival setting
    • Lee, J., & Beller, C. (2007). The relationship among quality, satisfaction, and future intention and repeat visitors in a festival setting. Event Management, 10(4), 197-208.
    • (2007) Event Management , vol.10 , Issue.4 , pp. 197-208
    • Lee, J.1    Beller, C.2
  • 44
    • 34249818464 scopus 로고    scopus 로고
    • The roles of quality and intermediary constructs in determining festival attendees' behavioral intention
    • Lee, S. Y., Petrick, J. R, & Crompton, J. L. (2007). The roles of quality and intermediary constructs in determining festival attendees' behavioral intention. Journal of Travel Research, 45(4), 402-412.
    • (2007) Journal of Travel Research , vol.45 , Issue.4 , pp. 402-412
    • Lee, S.Y.1    Petrick, J.R.2    Crompton, J.L.3
  • 48
    • 0028063435 scopus 로고
    • Service quality measurement: Examination of dental practices sheds more light on the relationships between service quality, satisfaction, and repurchase intentions in a health care setting
    • McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement: Examination of dental practices sheds more light on the relationships between service quality, satisfaction, and repurchase intentions in a health care setting. Journal of Health Care Marketing, 14(3), 34-40.
    • (1994) Journal of Health Care Marketing , vol.14 , Issue.3 , pp. 34-40
    • McAlexander, J.H.1    Kaldenberg, D.O.2    Koenig, H.F.3
  • 49
    • 84952750166 scopus 로고
    • A revised review of service quality dimensions: An empirical investigation
    • McDougall, G. H. G., & Levesque, T. (1994). A revised review of service quality dimensions: An empirical investigation. Journal of Professional Services Marketing, 11(1), 189-210.
    • (1994) Journal of Professional Services Marketing , vol.11 , Issue.1 , pp. 189-210
    • McDougall, G.H.G.1    Levesque, T.2
  • 50
    • 84986107453 scopus 로고    scopus 로고
    • Analyzing service quality in the hospitality industry
    • Mei, A. W. O., Dean, A. M., & White, C. J. (1999). Analyzing service quality in the hospitality industry. Managing Service Quality, 9(2), 136-143.
    • (1999) Managing Service Quality , vol.9 , Issue.2 , pp. 136-143
    • Mei, A.W.O.1    Dean, A.M.2    White, C.J.3
  • 52
    • 84986132074 scopus 로고    scopus 로고
    • Evaluation of service quality at events: The 1998 Coca-Cola Masters Surfing event at Margaret River, Western Australia
    • O'Neill, M., Getz, D., & Carlsen, J. (1999). Evaluation of service quality at events: The 1998 Coca-Cola Masters Surfing event at Margaret River, Western Australia. Managing Service Quality, 9(3), 158-166.
    • (1999) Managing Service Quality , vol.9 , Issue.3 , pp. 158-166
    • O'Neill, M.1    Getz, D.2    Carlsen, J.3
  • 53
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
    • (1980) Journal of Marketing Research , vol.17 , pp. 460-469
    • Oliver, R.L.1
  • 55
    • 0031227465 scopus 로고    scopus 로고
    • Customer delight foundations, findings, and managerial research
    • Oliver, R. L., Rust, R. L., & Varki, S. (1997). Customer delight foundations, findings, and managerial research. Journal of Retailing, 73(3), 311-336.
    • (1997) Journal of Retailing , vol.73 , Issue.3 , pp. 311-336
    • Oliver, R.L.1    Rust, R.L.2    Varki, S.3
  • 56
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.4 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.L.3
  • 57
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 46(1), 12-40.
    • (1988) Journal of Retailing , vol.46 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.L.3
  • 58
    • 0001261094 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
    • (1991) Journal of Retailing , vol.67 , Issue.4 , pp. 420-450
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 59
    • 0031314022 scopus 로고    scopus 로고
    • Modeling the relationship between perceived value, satisfaction, and repurchase intention in a business-to-business service context: An empirical examination
    • Patterson, P. G., & Spreng, R. A. (1997). Modeling the relationship between perceived value, satisfaction, and repurchase intention in a business-to-business service context: An empirical examination. International Journal of Service Industry Management, 8(5), 414-434.
    • (1997) International Journal of Service Industry Management , vol.8 , Issue.5 , pp. 414-434
    • Patterson, P.G.1    Spreng, R.A.2
  • 60
    • 2342583418 scopus 로고    scopus 로고
    • The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions
    • Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions. Journal of Travel Research, 42, 397-407.
    • (2004) Journal of Travel Research , vol.42 , pp. 397-407
    • Petrick, J.F.1
  • 61
    • 0007732475 scopus 로고    scopus 로고
    • Winners and losers: Redistribution and the use of economic impact analysis in marketing
    • Putsis, W. P. (1998). Winners and losers: Redistribution and the use of economic impact analysis in marketing. Journal of Macromarketing, 18(1), 24-33.
    • (1998) Journal of Macromarketing , vol.18 , Issue.1 , pp. 24-33
    • Putsis, W.P.1
  • 62
    • 85135353007 scopus 로고    scopus 로고
    • A cultural analysis of Japanese tourists: Challenges for tourism marketers
    • Reisinger, Y., & Turner, L. (1999). A cultural analysis of Japanese tourists: Challenges for tourism marketers. European Journal of Marketing, 33(11/12), 1203-1227.
    • (1999) European Journal of Marketing , vol.33 , Issue.11-12 , pp. 1203-1227
    • Reisinger, Y.1    Turner, L.2
  • 63
    • 38149144651 scopus 로고
    • A model of lodging repeat choice intentions
    • Richard, M. D., & Sundaram, D. S. (1994). A model of lodging repeat choice intentions. Annals of Tourism Research, 21(4), 745-755.
    • (1994) Annals of Tourism Research , vol.21 , Issue.4 , pp. 745-755
    • Richard, M.D.1    Sundaram, D.S.2
  • 64
    • 22044449859 scopus 로고    scopus 로고
    • Quality measurement in the public sector: Some perspectives from the service literature
    • Rowley, J. (1998). Quality measurement in the public sector: Some perspectives from the service literature. Total Quality Management, 9(2/3), 321-333.
    • (1998) Total Quality Management , vol.9 , Issue.2-3 , pp. 321-333
    • Rowley, J.1
  • 66
    • 38249001629 scopus 로고
    • Jazz and knitwear: Factors that attract tourists to festivals
    • Saleh, F., & Ryan, C. (1993). Jazz and knitwear: Factors that attract tourists to festivals. Tourism Management, 14(2), 289-297.
    • (1993) Tourism Management , vol.14 , Issue.2 , pp. 289-297
    • Saleh, F.1    Ryan, C.2
  • 67
    • 26844516865 scopus 로고    scopus 로고
    • Assessment of real estate brokerage service quality with a practicing professional instrument
    • Seiler, V. L., Webb, J. R., & Whipple, T. W. (2000). Assessment of real estate brokerage service quality with a practicing professional instrument. Journal of real Estate Research, 1, 105-117.
    • (2000) Journal of real Estate Research , vol.1 , pp. 105-117
    • Seiler, V.L.1    Webb, J.R.2    Whipple, T.W.3
  • 68
    • 0030486062 scopus 로고    scopus 로고
    • A reexamination of the determinants of customer satisfaction
    • Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of customer satisfaction. Journal of Marketing, 60, 15-32.
    • (1996) Journal of Marketing , vol.60 , pp. 15-32
    • Spreng, R.A.1    MacKenzie, S.B.2    Olshavsky, R.W.3
  • 70
    • 43949153571 scopus 로고
    • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    • Taylor, S. A., & Baker, T. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70(2), 163-178.
    • (1994) Journal of Retailing , vol.70 , Issue.2 , pp. 163-178
    • Taylor, S.A.1    Baker, T.2
  • 71
    • 17244375174 scopus 로고
    • Expectations, performance evaluation, and consumers' perceptions of quality
    • Teas, R. K. (1993). Expectations, performance evaluation, and consumers' perceptions of quality. Journal of Marketing, 57(4), 18-34.
    • (1993) Journal of Marketing , vol.57 , Issue.4 , pp. 18-34
    • Teas, R.K.1
  • 72
    • 12144266402 scopus 로고
    • Expectations as a comparison in measuring service quality: An assessment of a reassessment
    • Teas, R. K. (1994). Expectations as a comparison in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132-139.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 132-139
    • Teas, R.K.1
  • 73
    • 38149014252 scopus 로고    scopus 로고
    • Music quality, satisfaction, and behavioral intentions within a jazz festival context
    • Thrane, C. (2002). Music quality, satisfaction, and behavioral intentions within a jazz festival context. Event Management, 7(3), 143-150.
    • (2002) Event Management , vol.7 , Issue.3 , pp. 143-150
    • Thrane, C.1
  • 74
    • 43949092849 scopus 로고    scopus 로고
    • Customer satisfaction and complaint management
    • B. Van Looy, P. Gemmel, & R. Dierdonck (Eds.), (2nd ed.). Essex, England: Pearson Edition Limited
    • Van Ossel, G., Stremersch, S., & Gemmel, P. (2003). Customer satisfaction and complaint management. In B. Van Looy, P. Gemmel, & R. Dierdonck (Eds.), Services marketing: An integrated approach (2nd ed., pp. 123-154). Essex, England: Pearson Edition Limited.
    • (2003) Services marketing: An integrated approach , pp. 123-154
    • Van Ossel, G.1    Stremersch, S.2    Gemmel, P.3
  • 75
    • 0347105810 scopus 로고
    • A comparison of visitor and vendor perceptions of service quality at a special event
    • Wicks, B. E., & Fesenmaier, D. R. (1993). A comparison of visitor and vendor perceptions of service quality at a special event. Festival Management & Event Tourism, 1(1), 19-26.
    • (1993) Festival Management & Event Tourism , vol.1 , Issue.1 , pp. 19-26
    • Wicks, B.E.1    Fesenmaier, D.R.2
  • 76
    • 38149076043 scopus 로고    scopus 로고
    • The effects of quality and satisfaction on awareness and behavioral intentions: Exploring the role of a Wine Festival
    • Yuan, J. J., & Jang, S. S. (2008). The effects of quality and satisfaction on awareness and behavioral intentions: Exploring the role of a Wine Festival. Journal of Travel Research, 46(3), 279-288.
    • (2008) Journal of Travel Research , vol.46 , Issue.3 , pp. 279-288
    • Yuan, J.J.1    Jang, S.S.2
  • 80
    • 84992999026 scopus 로고    scopus 로고
    • A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking
    • Zhou, L. (2004). A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking. Journal of Services Marketing, 18(7), 534-546.
    • (2004) Journal of Services Marketing , vol.18 , Issue.7 , pp. 534-546
    • Zhou, L.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.