All that jazz! Festival-specific predictors of service quality, satisfaction and repurchase intentions'

Paper


Tkaczynski, Aaron and Stokes, Robyn. 2005. "All that jazz! Festival-specific predictors of service quality, satisfaction and repurchase intentions' ." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.
Paper/Presentation Title

All that jazz! Festival-specific predictors of service quality, satisfaction and repurchase intentions'

Presentation TypePaper
AuthorsTkaczynski, Aaron (Author) and Stokes, Robyn (Author)
EditorsPurchase, Sharon
Journal or Proceedings TitleProceedings of the 2005 Australian and New Zealand Marketing Academy Conference (ANZMAC 2005)
Year2005
Place of PublicationFremantle, Western Australia
ISBN064645546X
Web Address (URL) of Paperhttp://www.anzmac.org/conf2005
Conference/EventAustralian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries
Event Details
Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries
Parent
ANZMAC Conference
Event Date
05 to end of 07 Dec 2005
Event Location
Fremantle, Australia
Abstract

[Abstract]: With growing consensus that performance-only constructs may serve as better predictors of
service quality (SQ) than the original SERVQUAL scale, this research developed a
FESTPERF instrument to investigate the questions of: whether the SQ factors at a jazz and
blues festival were the same or similar to the generic SERVPERF factors; and, what festival specific
SQ factors, if any, were predictors of overall service quality, visitor satisfaction and
repurchase intent. Results of this study at the Brisbane Jazz and Blues Festival showed that
FESTPERF with a three factor solution differed from the generic SERVPERF instrument and
did not replicate the SERVQUAL factors. Here, the factors of Professionalism of festival
organisers/personnel, the Core Service and the festival's Environment were salient. Of these,
the two factors of Professionalism and the Environment predicted visitor satisfaction that
might, in turn, lead to repurchase. The festival's Core Service (primarily musical
performance) did not predict intent to revisit, either directly or through the mediating
satisfaction variable.

Keywordsservice quality, predictors, festivals, Brisbane Jazz and Blues Festival
ANZSRC Field of Research 2020350606. Marketing research methodology
359999. Other commerce, management, tourism and services not elsewhere classified
Public Notes

Copyright retained by author.

Byline AffiliationsUniversity of Southern Queensland
Queensland University of Technology
Permalink -

https://research.usq.edu.au/item/9y081/all-that-jazz-festival-specific-predictors-of-service-quality-satisfaction-and-repurchase-intentions

Download files

  • 2079
    total views
  • 1740
    total downloads
  • 0
    views this month
  • 0
    downloads this month

Export as

Related outputs

Destination segmentation: a recommended two-step approach
Tkaczynski, Aaron, Rundle-Thiele, Sharyn and Beaumont, Narelle. 2010. "Destination segmentation: a recommended two-step approach." Journal of Travel Research. 49 (2), pp. 139-152. https://doi.org/10.1177/0047287509336470
Segmentation: a tourism stakeholder view
Tkaczynski, Aaron, Rundle-Thiele, Sharyn R. and Beaumont, Narelle. 2009. "Segmentation: a tourism stakeholder view." Tourism Management: research, policies, practice. 30 (2), pp. 169-175. https://doi.org/10.1016/j.tourman.2008.05.010
Insights into how regional tourism operators view their markets
Tkaczynski, Aaron, Rundle-Thiele, Sharyn R. and Beaumont, Narelle. 2008. "Insights into how regional tourism operators view their markets." International Journal of Organisational Behaviour. 13 (1), pp. 16-27.
Tourism community views on destination positioning: a case study
Tkaczynski, Aaron, Rundle-Thiele, Sharyn R. and Beaumont, Narelle. 2008. "Tourism community views on destination positioning: a case study." Richardson, Scott, Fredline, Liz, Patiar, Aanoop and Ternel, Megan (ed.) 18th Annual Council for Australasian Tourism and Hospitality Education Conference (CAUTHE 2008). Gold Coast, Australia 11 - 14 Feb 2008 Gold Coast, Australia.
Factors influencing repositioning of a tourism destination
Tkaczynski, Aaron, Hastings, Kathy and Beaumont, Narelle. 2006. "Factors influencing repositioning of a tourism destination." Ali, Yunus and van Dessel, Maria (ed.) ANZMAC 2006: Advancing Theory, Maintaining Relevance. Brisbane Australia 04 - 06 Dec 2006 Brisbane, Australia.