Customer perceived value in a cellar door visit: The impact on behavioural intentions

International Journal of Wine Business Research

Volumn 19, Issue 4, 2007, Pages 257-275

  Gill, Donna ^a   Byslma, Brett ^a   Ouschan, Robyn ^a  

^a CURTIN UNIVERSITY   (Australia)

Author keywords

Consumer behaviour; Customer satisfaction; Selling methods; Wines

Indexed keywords

EID: 77957054794     PISSN: 17511062     EISSN: 17511070     Source Type: Journal    
DOI: 10.1108/17511060710837418     Document Type: Article

References (54)

1. Ajzen, I., Fishbein, M. (1980), "Predicating and understanding consumer behaviour: attitude-behaviour correspondence" in Ajzen, I. and Fishbein, M. (Eds.), Understanding Attitudes and Predicting Social Behavior, Prentice-Hall, Englewood Cliffs, NJ, pp. 148-71.
2. Alant, K., Bruwer, J. (2004), "Wine tourism behaviour in the context of a motivational framework for wine regions and cellar doors" in Journal of Wine Research, Vol. 15, No. 1, pp. 27-37.
3. Ali-Knight, J., Charters, S. (1999), "Education in a West Australian wine tourism context" in International Journal of Wine Marketing, Vol. 11, No. 1, pp. 7-18.
4. Baron, R.M., Kenny, D. (1986), "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations" in Journal of Personality and Social Psychology, Vol. 51, No. 6, pp. 1173-82.
5. Bolton, R.N., Drew, J.H. (1991), "A multistage model of customers' assessments of service quality and value" in Journal of Consumer Research, Vol. 17, No. 4, pp. 875-84.
6. Charters, S., Ali-Knight, J. (2000), "Wine tourism: a thirst for knowledge?" in International Journal of Wine Marketing, Vol. 12, No. 3, pp. 70-80.
7. Charters, S., O'Neill, M. (2001), "Service quality at the cellar door: a comparison between regions" in International Journal of Wine Marketing, Vol. 13, No. 3, pp. 7-17.
8. Cronin, J.J. Jr, Brady, M.K., Hult, G.T.M. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments" in Journal of Retailing, Vol. 76, No. 2, pp. 193-218.
9. Cronin, J.J. Jr, Brady, M.K., Brand, R.R., Hightower, R., Shemwell, D.J. (1997), "A cross-sectional test of the effect and conceptualization of service value" in Journal of Services Marketing, Vol. 14, No. 6, pp. 375-91.
10. Durvasula, S., Lysonski, S., Mehta, S.C., Tang, B.P. (2004), "Forging relationships with services: the antecedents that have an impact on behavioural outcomes in the life insurance industry" in Journal of Financial Services Marketing, Vol. 8, No. 4, pp. 314-26.
11. Eggert, A., Ulaga, W. (2002), "Customer perceived value: a substitute for satisfaction in business markets?" in Journal of Business & Industrial Marketing, Vol. 17, Nos 2/3, pp. 107-18.
12. Ennew, C.T., Binks, M.R. (1999), "Impact of participative service relationships on quality, satisfaction and retentions: an exploratory study" in Journal of Business Research, Vol. 49, pp. 121-32.
13. Fisher, R.J., Price, L.L. (1991), "The relationship between international travel motivations and cultural receptivity" in Journal of Leisure Research, Vol. 23, No. 2, pp. 193-208.
14. Hall, C.M., Johnson, G., Cambourne, B., Macionis, N., Mitchell, R., Sharples, L. (2000), "Wine tourism: an introduction" in Hall, C.M., Sharples, L., Cambourne, B. and Macionis, N. (Eds.), Wine Tourism around The World: Development, Management and Markets, Butterworth-Heinemann, Woburn, pp. 1-23.
15. Hartline, M.D., Jones, K.C. (1996), "Employee performance cues in a hotel service environment: influence on personal service quality, value, and word-of-mouth intentions" in Journal of Business Research, Vol. 35, pp. 207-15.
16. Holbrook, M.B. (1994), "The nature of customer value: an axiology of services in the consumption experience" in Rust, R.T. and Oliver, R.L. (Eds.), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 21-71.
17. Hunter, J.E. (2001), "The desperate need for replications" in Journal of Consumer Research, Vol. 28, No. 1, pp. 149-58.
18. Lam, S.Y., Shankar, V., Erramilli, M.K., Murthy, B. (2004), "Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context" in Academy of Marketing Science, Vol. 32, No. 3, pp. 293-311.
19. Lockshin, L., Spawton, T. (2001), "Using involvement and brand equity to develop a wine tourism strategy" in International Journal of Wine Marketing, Vol. 13, No. 1, pp. 72-81.
20. McDougall, G.H.G., Levesque, T. (2000), "Customer satisfaction with services: putting perceived value into the equation" in Journal of Services Marketing, Vol. 14, No. 5, p. 392.
21. Macionis, N., Cambourne, B. (1998), "Wine tourism: just what is it all about?" in Australian and New Zealand Wine Industry Journal, Vol. 13, No. 1, pp. 41-7.
22. Mitchell, R., Hall, C.M. (2004), "The post-visit consumer behaviour of New Zealand winery visitors" in Journal of Wine Research, Vol. 15, No. 1, pp. 39-49.
23. O'Neill, M., Charters, S. (2000), "Service quality at the cellar door: implications for Western Australia's developing wine tourism industry" in Managing Service Quality, Vol. 10, No. 2, p. 122.
24. O'Neill, M., Palmer, A., Charters, S. (2002), "Wine production as a service experience: the effects of service quality on wine sales" in Journal of Services Marketing, Vol. 16, No. 4, pp. 342-62.
25. Parasuraman, A. (1997), "Reflections on gaining competitive advantage through customer value" in Journal of the Academy of Marketing Science, Vol. 25, No. 2, pp. 154-61.
26. Patterson, P.G., Spreng, R.A. (1997), "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, service context: an empirical examination" in International Journal of Service Industry Management, Vol. 8, No. 5, pp. 415-32.
27. Petrick, J.F. (1999), "An examination of the relationship between golf travelers' satisfaction, perceived value and loyalty and their intentions to revisit", dissertation, Clemson University, Clemson, SC.
28. Petrick, J.F. (2002), "Development of a multi-dimensional scale for measuring the perceived value of a service" in Journal of Leisure Research, Vol. 34, No. 2, pp. 119-34.
29. Petrick, J.F. (2004), "The roles of quality, value, and satisfaction in predicting cruise passengers' behavioural intentions" in Journal of Travel Research, Vol. 42, May, pp. 397-407.
30. Sheth, J.N., Newman, B.I., Gross, B.L. (1991), Consumption Values and Market Choice, South Western Publishing Company, Cincinnati, OH.
31. Sinha, I., DeSarbo, W.S. (1998), "An integrated approach toward the spatial modeling of perceived customer value" in Journal of Marketing Research, Vol. 35, No. 2, pp. 236-49.
32. Sirohi, N., McLaughlin, E.W., Wittink, D.R. (1998), "A model of consumer perceptions and store loyalty intentions for a supermarket retailer" in Journal of Retailing, Vol. 74, No. 2, pp. 223-45.
33. Sweeney, J.C. (2003), "Customer perceived value" McColl-Kennedy, J. (Ed.), Services Marketing: A Managerial Approach, John Wiley & Sons, Brisbane.
34. Sweeney, J.C., Soutar, G.N. (2001), "Consumer perceived value: the development of a multiple item scale" in Journal of Retailing, Vol. 77, No. 2, pp. 203-20.
35. Sweeney, J.C., Soutar, G.N., Johnson, L.W. (1999), "The role of perceived risk in the quality-value relationship: a study in a retail environment" in Journal of Retailing, Vol. 75, No. 1, pp. 77-105.
36. Tam, J.L.M. (2000), "The effects of service quality, perceived value and customer satisfaction on behavioural intentions" in Journal of Hospitality and Leisure Marketing, Vol. 6, No. 4, pp. 31-43.
37. Thach, E.C., Olsen, J.E. (2003), "Customer service training in winery tasting rooms: perceptions of effectiveness by tasting room personnel", paper presented at 3rd Australian Wine Marketing Conference, Wine Branding and Marketing, Adelaide, South Australia, July 26-27.
38. Tourism WA (2007), "Wine tourism in WA", unpublished statistics.
39. Wakefield, K.L., Barnes, J.H. (1996), "Retailing hedonic consumption: a model of sales promotion of a leisure service" in Journal of Retailing, Vol. 72, No. 4, pp. 409-27.
40. Wilson, M.M.J., Goddard, R.W. (2004), "Creating value in the New Zealand wine industry" in International Journal of Wine Marketing, Vol. 16, No. 2, pp. 62-73.
41. Woodruff, R.B. (1997), "Customer value: the next source for competitive advantage" in Journal of the Academy of Marketing Science, Vol. 25, No. 2, pp. 139-53.
42. Woodruff, R.B., Gardial, S.F. (1996), Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction, Blackwell, Cambridge.
43. Yuan, J., Cai, L.A., Morrison, A.M., Linton, S. (2005), "An analysis of wine festival attendees' motivations: a synergy of wine, travel and special events?" in Journal of Vacation Marketing, Vol. 11, No. 1, pp. 41-58.
44. Zeithaml, V.A. (1988), "Consumers' perceptions of price quality and value: a means-end model and synthesis of evidence" in Journal of Marketing, Vol. 52, July, pp. 2-22.
45. Bernhardt, K.L., Donthu, N.D., Kennett, P.A. (2000), "A longitudinal analysis of satisfaction and probability" in Journal of Business Research, Vol. 47, pp. 161-71.
46. Churchill, G.A. Jr, Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction" in Journal of Marketing Research, Vol. 19, November, pp. 491-504.
47. Garbarino, E., Johnson, M.S. (1999), "The different roles of satisfaction, trust, and commitment in customer relationships" in Journal of Marketing, Vol. 63, April, pp. 70-87.
48. LaBarbera, P.A., Mazursky, D. (1983), "A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process" in Journal of Marketing Research, Vol. 20, No. 4, pp. 393-404.
49. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions" in Journal of Marketing Research, Vol. 17, September, pp. 460-9.
50. Oliver, R.L., DeSarbo, W.S. (1988), "Response determinants in satisfaction judgments" in Journal of Consumer Research, Vol. 14, No. 4, pp. 495-507.
51. Oliver, R.L., Swan, J.E. (1989), "Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach" in Journal of Marketing, Vol. 53, April, pp. 21-35.
52. Rust, R.T., Zahorik, A.J. (1993), "Customer satisfaction, customer retention, and market share" in Journal of Retailing, Vol. 69, No. 2, pp. 193-215.
53. Tse, D.K., Wilton, P.C. (1988), "Models of consumer satisfaction: an extension" in Journal of Marketing Research, Vol. 25, May, pp. 204-12.
54. Westbrook, R.A. (1987), "Product/consumption-based affective responses and postpurchase processes" in Journal of Marketing Research, Vol. 24, No. 3, pp. 258-70.