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
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