Customer satisfaction and customer characteristic in festival activity: A case of 2006 Kenting Wind Chime Festival

International Journal of Culture, Tourism and Hospitality Research

Volumn 2, Issue 3, 2008, Pages 234-249

  Lee, Chin Tarn ^a   Yang, Szu Chi ^a   lo, Henry Y ^b  

^a NATIONAL SUN YAT SEN UNIVERSITY   (Taiwan)

^b NAN KAI UNIVERSITY OF TECHNOLOGY   (Taiwan)

Author keywords

Customer satisfaction; Festivals; Popular culture; Taiwan; Tourism management

Indexed keywords

EID: 84993108447     PISSN: 17506182     EISSN: None     Source Type: Journal    
DOI: 10.1108/17506180810891609     Document Type: Article

References (67)

1. Anderson, E. and Weitz, B. (1992), “The use of pledges to build and sustain commitment in distribution channels”, Journal of Marketing Research, Vol. 29 No. 1, pp. 18-34.
2. Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-43.
3. Augustyn, M. and Knowles, T. (2000), “Performance of tourism partnerships: a focus on York”, Tourism Management, Vol. 21 No. 4, pp. 341-51.
4. Bearden, W.O. and Teel, J.E. (1983), “Selected determinants of consumer satisfaction and complaint reports”, Journal of Marketing Research, Vol. 20 No. 1, pp. 21-8.
5. Beerli, A. and Martin, J.D. (2004), “Tourists’ characteristics and the perceived image of tourist destinations: a quantitative analysis – a case study of Lanzarote”, Spain. Tourism Management, Vol. 25 No. 5, pp. 623-36.
6. Bolton, R.N. (1998), “A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction”, Marketing Science, Vol. 17 No. 1, pp. 45-65.
7. Bolton, R.N. and Drew, J.H. (1991a), “A longitudinal analysis of the impact of service changes on customer attitudes”, Journal of Marketing Research, Vol. 55 No. 1, pp. 1-9.
8. Bolton, R.N., Lemon, K.N. and Verhoef, P.C. (2004), “The theoretical underpinnings of customer asset management: a framework and propositions for future research”, Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 271-92.
9. Bryant, B.E. and Cha, J. (1996), “Crossing the threshold”, Marketing Research, Vol. 8 No. 4, pp. 20-8.
10. Burns, P.M. and Holden, A. (1995), Tourism: A New Perspective, Prentice-Hall, New York, NY.
11. China Times (2006), “Cultural festivals challenges”, China Times, March 6.
12. Clifford, J. (1997), Routes: Travel and Translation in the Late Twentieth Century, Harvard University Press, Cambridge, MA.
13. Cohen, E. (1989), “Primitive and remote: hill tribe trekking in Thailand”, Annals of Tourism Research, Vol. 16 No. 1, pp. 30-61.
14. Danaher, P.J. (1998), “Customer heterogeneity in service management”, Journal of Service Research, Vol. 1 No. 2, pp. 129-38.
15. Dick, A.S. and Basu, K. (1994), “Customer loyalty: toward an integrated conceptual framework”, Journal of Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
16. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), “Developing buyer-seller relationships”, Journal of Marketing Research, Vol. 51 No. 2, pp. 11-27.
17. Engel, J., Kola, D. and Blackwell, R. (1973), Consumer Behavior, Holt, Rinehart and Winston, New York, NY.
18. Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish experience”, Journal of Marketing Research, Vol. 56 No. 1, pp. 6-21.
19. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), “The American customer satisfaction index: description, nature, purpose, and findings”, Journal of Marketing Research, Vol. 60 No. 4, pp. 7-18.
20. Fullerton, G. (2003), “When does commitment lead to loyalty?”, Journal of Service Research, Vol. 5 No. 4, pp. 333-44.
21. Garbarino, E. and Johnson, M.S. (1999), “The differential roles of satisfaction, trust, and commitment in customer relationships”, Journal of Marketing Research, Vol. 63 No. 2, pp. 70-87.
22. Getz, D. and Jamal, T. (1994), “The environment-community symbiosis: a case for collaborative tourism planning”, Journal of Sustainable Tourism, Vol. 2 No. 3, pp. 152-73.
23. Gupta, A. and Ferguson, J. (1997), Culture, Power, Place: Explorations in Critical Anthropology, Duke University Press, Durham.
24. Hall, C. (2000), Tourism Planning: Policies, Processes and Relationships, Prentice-Hall, New York, NY.
25. Hall, C. and Jenkins, J. (1995), Tourism and Public Policy, Routledge, London.
26. Hannerz, U. (1996), Transnational Connections: Culture, People, Places, Routledge, London.
27. Hansen, H., Sandvik, K. and Selnes, F. (2003), “Direct and indirect effects of commitment to a service employee on the intention to stay”, Journal of Service Research, Vol. 5 No. 4, pp. 356-68.
28. Heide, J. and John, G. (1992), “Do norms matter in marketing relationships?”, Journal of Marketing Research, Vol. 56 No. 2, pp. 32-44.
29. Hinch, T.D. (1996), “Urban tourism: perspectives on sustainability”, Sustainable Tourism, Vol. 4 No. 2, pp. 95-100.
30. Howard, J. and Sheth, J. (1969), The Theory of Buyer Behavior, Wiley, New York, NY.
31. Hunt, S. and Morgan, R.M. (1995), “The comparative advantage theory of competition”, Journal of Marketing Research, Vol. 59 No. 6, pp. 1-15.
32. Jaworski, B.J. and Kohli, A.K. (1993), “Market orientation: antecedents and consequences”, Journal of Marketing Research, Vol. 57 No. 3, pp. 53-70.
33. Johnson, M.D. and Fornell, C. (1991), “A framework for comparing customer satisfaction across individuals and product categories”, Journal of Economic Psychology, Vol. 12 No. 2, pp. 267-86.
34. Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L. and Cha, J. (2001), “The evolution and future of national customer satisfaction index models”, Journal of Economic Psychology, Vol. 22 No. 2, pp. 217-45.
35. Lash, S. and Urry, J. (1994), Economies of Signs and Space, Sage, London.
36. Lehto, X.Y., O'Leary, J.T. and Morrison, A.M. (2004), “The effect of prior experience on vacation behavior”, Annals of Tourism Research, Vol. 31 No. 4, pp. 801-18.
37. Low, S.M. and Lawrence-Zuniga, D. (2003), The Anthropology of Space and Place: Locating Culture, Blackwell, Malden, MA.
38. Marcouiller, D. (1997), “Toward integrative tourism planning in rural America”, Journal of Planning Literature, Vol. 11 No. 3, pp. 337-57.
39. Maume, D.J. (2006), “Gender differences in taking vacation time”, Work and Occupations, Vol. 33 No. 2, pp. 161-90.
40. Miller, J. and Hay, M. (1981), “Determinants of hunter participation: duck hunting in the Mississippi flyway”, American Journal of Agricultural Economics, Vol. 63 No. 4, pp. 677-84.
41. Ministry of Transportation & Communications Tourism Bureau (2001), ROC Government Tour Annual Report, Ministry of Transportation & Communications Tourism Bureau, Taipei.
42. Mittal, V. and Kamakura, W. (2001), “Satisfaction, repurchaseintent, and repurchase behavior: investigating the moderating effect of customer characteristics”, Journal of Marketing Research, Vol. 38 No. 1, pp. 131-42.
43. Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing Research, Vol. 58 No. 3, pp. 20-38.
44. Moutinho, L. and Trimble, J. (1991), “A probability of revisitation model: the case of winter visits to the Grand Canyon”, The Service Industries Journal, Vol. 11 No. 4, pp. 439-57.
45. Munt, I. (1994), “The ‘other’ postmodern tourism: culture, travel and the new middle class”, Theory, Culture and Society, Vol. 11 No. 3, pp. 101-23.
46. Murphy, P. (1985), Tourism: A Community Approach, Routledge, New York, NY.
47. Narver, J.C. and Slater, S.F. (1990), “The effect of a market orientation on business profitability”, Journal of Marketing Research, Vol. 54 No. 4, pp. 20-35.
48. Nicolau, J.L. and Mas, F.J. (2005), “Stochastic modeling: a three-stage tourist choice process”, Annals of Tourism Research, Vol. 32 No. 1, pp. 49-69.
49. Nicosia, F. (1966), Consumer Decision Processes: Marketing and Advertising Implications, Prentice-Hall, Englewood Cliffs, NJ.
50. Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9.
51. Oliver, R.L. and Swan, J.E. (1989a), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach”, Journal of Marketing Research, Vol. 53 No. 4, pp. 21-35.
52. Oliver, R.L. and Swan, J.E. (1989b), “Equity and disconfirmation perceptions as influences on merchant and product statisfaction”, Journal of Consumer Research, Vol. 16 No. 2, pp. 372-83.
53. Pizam, A., Uriely, N. and Reichel, A. (2000), “The intensity of tourist-host social relationship and its effect on satisfaction and change of attitudes: the case of working tourists in Israel”, Tourism Management, Vol. 21 No. 4, pp. 395-406.
54. Reichheld, F.F. and Teal, T. (1996), The Loyalty Effect, Harvard Business School Press, Boston, MA.
55. Ryan, C. (1995), Researching Tourist Satisfaction: Issues, Concepts, Problems, Routledge, London.
56. Salazar, N.B. (2005), “Tourism and glocalization ‘local’ tour guiding”, Annals of Tourism Research, Vol. 32 No. 3, pp. 628-46.
57. Sheth, J.N. and Parvatiyar, A. (1995), “Relationship marketing in consumer markets: antecedents and consequences”, Journal of Academy of Marketing Science, Vol. 23 No. 4, pp. 255-71.
58. Tulloch, J. (1999), Performing Culture: Stories of Expertise and Everyday, Sage, London.
59. Turley, S.K. (2001), “Children and the demand for recreational experiences: the case of zoos”, Leisure Studies, Vol. 20 No. 1, pp. 1-18.
60. Uriely, N. (2001), “Touring workers and working tourists: variations across the interaction between work and tourism”, International Journal of Tourism Research, Vol. 3 No. 1, pp. 1-8.
61. Uriely, N. and Reichel, A. (2000), “Working tourists in Israel and their attitudes toward hosts”, Annals of Tourism Research, Vol. 27 No. 2, pp. 267-84.
62. Verhoef, P.C. (2003), “Understanding the effect of customer relationship management efforts on customer retention and customer share development”, Journal of Marketing Research, Vol. 67 No. 4, pp. 30-45.
63. Walsh, R., Jon, K.H., McKean, J.R. and Hof, J. (1992), “Effect of price on forecasts of participation in fish and wildlife recreation: an aggregate demand model”, Journal of Leisure Research, Vol. 24 No. 2, pp. 140-56.
64. White, N.R. and White, P.B. (2004), “Travel as transition-identity and place”, Annals of Tourism Research, Vol. 31 No. 1, pp. 200-18.
65. Wilson, A. (2002), “Attitudes towards customer satisfaction measurement in the retail sector”, International Journal of Market Research, Vol. 44 No. 2, pp. 213-22.
66. Wu, S-M. (1995), “Festival and tourism”, Transportation Foundation, Vol. 42 No. 9, pp. 2-6.
67. Yeh, B-H. (1999), Tourist Festival Performance – The Case of Taipei Lantern Festival, Chinese Culture University, Taipei.