Title
Satisfaction or Quality Comes First: An Empirical Analysis
Abbreviated Journal Title
J. Travel Tour. Mark.
Keywords
Entertainment; satisfaction; quality; future behavior; attendees; SERVICE QUALITY; CONSUMER SATISFACTION; BEHAVIORAL INTENTIONS; DESTINATION LOYALTY; MOTIVATION; MODEL; ATTRIBUTES; EXTENSION; EVENTS; Hospitality, Leisure, Sport & Tourism
Abstract
This article assesses and compares two different models that include (a) the relationships of quality dimensions with satisfaction and associated intended future behavior and (b) the relationships of satisfaction with quality dimensions and associated intended future behavior for visitors who attended entertainment events/shows at two venues. A structural analysis of 8,446 responses provided by the Charlotte Regional Visitors Authority in Charlotte, North Carolina, suggests that both models are statistically acceptable and some significant relationships are found among satisfaction, three quality dimensions (the entertainment show offered, the services associated with the venue, and the treatment by staff), and intended future behavior. A brief comparison of the two models is discussed in terms of the structural relationships, the strengths, and the values of goodness-of-fit indices. The findings may contribute to the conceptual development of the existing literature as one of the first few works to study satisfaction, quality, and future behavior intentions in the entertainment and event area. The article ends by providing practical facilitation of related managerial directions in the entertainment industry and suggests directions for future research.
Journal Title
Journal of Travel & Tourism Marketing
Volume
28
Issue/Number
1
Publication Date
1-1-2011
Document Type
Article
Language
English
First Page
81
Last Page
96
WOS Identifier
ISSN
1054-8408
Recommended Citation
"Satisfaction or Quality Comes First: An Empirical Analysis" (2011). Faculty Bibliography 2010s. 1479.
https://stars.library.ucf.edu/facultybib2010/1479
Comments
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