Nowa wersja platformy jest już dostępna.
Przejdź na


Preferencje help
Widoczny [Schowaj] Abstrakt
Liczba wyników
2014 | 13 | 39-48
Tytuł artykułu

Conceptual Development in Festival Quality Management: Implications for Product Development and Marketing

Treść / Zawartość
Warianty tytułu
Języki publikacji
This paper seeks to explore the trends in the conceptual development of festival quality management. Investigation shows there is plethora of literature on festival quality which spans over three decades. However, researchers and practitioners have continued to grapple with trying to understand the why and what of festival quality study in tourism management. This knowledge gap exists probably because of the multi-disciplinary historical antecedent of festival quality research. This paper therefore provides extensive insight into the meaning, nature and scope of festival quality from individual and group research efforts. The paper also highlights the implications of identified dimensions and attendant relationships for festival product development, packaging and overall marketing performance of festivals.(author's abstract)
  • University of Calabar, Nigeria
  • Ajzen, I., & Fisbein, M. (1980). Understanding attitudes and predicting social change. New Jessey: Prentice-Hill.
  • Alexandris, K. (2008). Can service quality predict spectators' behavioural intentios in professional soccer? Managing Leisure, 13 (3-4).162-178.
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis, C. & Grouios, G. (2004). An empirical investigation into the role of the outcome dimensions in measuring perceived service quality in a health clud context. International Journal of Sport Management, 5: 281-294.
  • Anil, I.K. (nd.). Festival visitors' satisfaction and loyalty: An example of small, local and municipality organized festival. Tourism Original Scientific Paper, 255, 60/N0 3/2012/255-271. UDC 338.48-61 (560).
  • Babakus, E.& Mangold, W.G. (1992). Adapting the SERVQUAL scale to hospital services in empirical investigation. Health Service Research, 26 (6): 768-786.
  • Baker, D.A., & Crompton, J.I. (2000). Quality, satisfaction and behaviour intentions. Annal of Tourism Research, 27 (3): 785-804.
  • Baron, R.M. & Kenny, D.A. (1986). The moderator-mediator variables distinction in social psychological research: Concptual, strategic and statistical consideration. Journal of Personality and Social Psychology, 5 (6): 1173-1182.
  • Bhote, K.R. (1996). Beyond customer satisfaction to customer loyalty: Key to greater profitability. New York: AMA Membership Publication Division.
  • Bowdin, G., Allen, J., O'Toole, W., Harris, R. & McDonnell, I. (2008), Event Management, 2nd ed., Amsterdam: Elsevier.
  • Brown, T.J. (1988). Quality in recreation experience. In Outdoor Recreation Benchmark. Proceeding of the National Recreation Forum. Alan H. Watson. ed. General Technology Report SE-52. Fort Collins: US Forest Service.
  • Brown, T.J., Churchill, G.A. & Peter, J.P. (1993). Improving the measurement of service quality. Journal of Retailing, 69, 127-139.
  • Bruwer, J. (2013). Service quality perception and satisfaction in a New Zealand Festivalscape: Buying Behavioural Efeects. Tourism Analysis, 18 (1): 61-77.
  • Callen, R.J. (1992). Quality control at Avent Hotels: The debut of BS 5750. Service Industry Journal, 12 (1): 17-33.
  • Callen, R.J. (1994). Quality assurance certification for hospitality marketing, sales and customer services. Services Industry Journal,14 (4): 482-498.
  • Callen, R.J. (1996). Attributional analysis of customers hotel selection criteria by grading scheme categories. Proceeding of the Fifth Annual Hospitality Research Conference, Nottingham, Trent University, April; 10-11, 116-143.
  • Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66: 33-55.
  • Chen, Y., & Mo, H. (2012). Attendees perspective on the service quality of an exhibition organizers: A case study of a tourism exhibition. Tourism Management Perspectives: 128-233.
  • Childress, R.D., & Crompton, J. I. (1997). A comparison of alternative direction approaches of evaluating quality of a festival. Journal of Travel Research, 36 (2): 43-57.
  • Crompton , J.L., & Love, L.L. (1995). The predictive validity of alternative approaches to evaluating quality of a festival. Journal of Travel Research, 34 (1): 11-24.
  • Cronin, J., & Taylor, S. (1992). Measuring service quality: A re-examination and extension: Journal of Marketing, 56 (3): 56-68.
  • Delamere, T., Wankel, L.M., & Hinch, T.D. (2001). Development of scale to measure resident attitudes toward the social impacts of community festivals, Part 1: Item generation and purification of the measure. Event Management, 7: 11-24.
  • Esu, B.B., & Arrey, V.M. (2009a). Tourists' satisfaction with cultural festival: A case study of Calabar Carnival Festival, Nigeria. International Journal of Business and Management, 4 (3): 116-135.
  • Esu, B.B.& Arrey, V.M. (2009b). Branding cultural festival as a destination attraction: A case study of Calabar Carnival Festival.
  • Esu, B.B., Arrey, V.M., Basil, G. & Eyo, E.E. (2011). Analysis of the economic impacts of cultural festivals: The case of Calabar Carnival in Nigeria. Tourismos: An International Multidisciplinary Journal of Tourism, 6 (2): 333-352.
  • Font, A.R. (2000). Mass tourism and the demand for protected natural areas. A travel cost approach. Journal of Environmental Economics and Management, 39 (1): 97-116. International Business Research, 2 (3): 183-192.
  • Garvin, D.A. (1987). Competing on the eight dimensions of quality. Harvard Business Review, 65, (Nov/Dec): 101-109.
  • Gronroos, C. (1990). Service management and marketing: Managing the moment of truth in service competition. Lexington: Lexington Books.
  • Gursory, D., Kim, K. & Uysal. M. (2004). Perceived impacts of festival and extension and validation. Tourism Management, 25: 171-181.
  • Harrington, D. & Lenehan, T. (2006). Managing quality in tourism: Theory and practice. 1sted. Delhi: Standard Publishers Distributors.
  • Heillier, P.K., Gensem, G.M., Carr, R.A. & Rickard, J.A. (2003).Customers repurchase intention: A general structural equation model,European Journal of Marketing, 37 (11/12): 1762-1800.
  • Jahanshahi, A.A., Gashti, M.A., Mindamadi, S.A., Nawaser, K. & Khaksar, S.M.S. (2011). Study the effects of customer service and product on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1 (7): 253-260.
  • Janeczko, B., Mules, T. & Ritchie, B. (2002). Estimating the economic impacts of festivals and events: A research guide. Australia:Cooperative Research Centre for Sustainable Tourism. Available at: (accessed on 20.03.2013).
  • Jung, M. (2005). Determinants of exhibition service quality as perceived by attendees. Journal of Convention & Event Tourism, 7: 85-98.
  • Jurowski, C. & Gursory, D. (2004), Distance effects on residents' attitudes toward tourism Annals of Tourism Research, 31 (2): 296-312.
  • Kim, K., Severt, D. & Welden, A. (2010). Entertainment attendee's judgements of satisfaction, quality and the associated behavioural intentions: The case of Cricket Arena and Ovens Auditorium. International CHRIE Conference Referred Track, Paper 15.
  • Lee, S.Y., Petrick, J.F. & Crompton, I. (2007). The role of quality and intermediary constructs in determining festival attendees behavioural intentions. Journal of Travel Research, 45: 402-412.
  • Lockwood, A. & Ghillyer, A. (1996). Empowerment the key to service quality-an operations perspective. Proceeding of the Fifth Annual Hospitality Research Conference, Nottingham, Trent University, April; 10-11, 204-224.
  • Mackay, K.J., & Crompton, J.I. (1990). Measuring the quality of recreation services. Journal of Park and Recreation Administration,8 (3): 47-55.
  • Martin, B., Bridges, C. & Grunwell, S. (2011). A comparison of two music festivals: Implication for festivals managers and planners.
  • Mensah, C. (2013). Resident satisfaction and behavioural intention with Asoglu Yam Festival in Ghana. International Journal of Asian Social Science, 3 (3): 682-703.
  • Maughan, C. & Bianchini, F. (2004). The economic and social impact of cultural festivals in the East Midlands of England. Report of study conducted by Arts Council England and East Midlands Development Agency. Available at: %version%to20b%launcehed%2011-8-06.pdf.
  • O'Neil, M.A., Getz, D. & Carsen, J. (1999). Evaluation of service quality at events: The 1998 Coca-cola Master Surfing Event at Margaret River, Western Autralia. Managing Service Quality, 9 (3): 155-166.
  • Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1993). More on improving service quality measurement. Journal of Retailing, 69: 150-147.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implication for future research.Journal of Marketing, 49: 41-50.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple item for measuring customer perceptions of service quality. Journal of Retailing, 64: 12-40.
  • Philip, G. & Hezlett, S. (1997). The measurement of service quality: A new P-C-P attributes model. International Journal of Quality & Reliability Management, 14 (3): 260-286.
  • Randell, L. & Senior, M. (1990). Measuring quality in hospitality services. International Journal of Contemporary Hospitality Management,4 (2): vi-viii.
  • Rollin, R. & Delamere, T. (2007), Measuring the social impact of festivals. Annals of Tourism Research, 34 (3): 805-808.
  • Rust, R.T., Zahorik, A.J. & Keiningham, T.L. (1995). Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing, 59: 58-70.
  • Saleh, F. & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL Model. Service Industries Journal, 11, 324-345
  • Swart, K. & Bob, U. (2005). Measuring the social impacts of events-resident reactions to the North Sea Jazz Festival, Cape Town. Report presented at the IIPT African Conference.
  • Teas, R.K. (1993a). Expectation as a comparisons standard in measuring service quality: An assessment of a reassessment, Journal of Marketing, 58 (Jan.): 132-139.
  • Teas, R.K. (1993b). Expectation, performance evaluation and consumer perceptions of quality. Journal of Marketing, 57 (Oct.): 15-34.
  • Thamnopoulos, Y., Tzetzis, G. & Laios, S. (nd.). The impact of service quality and satisfaction on customers'future intentions, in the sport spector's context. Availabe at:
  • Thrane, C. (2002). Jazz festival visitors and their expenditure: Linking spending patterns to musical interest. Journal of Travel Research,40: 281-286.
  • Tkacznski, A. & Strokes, R. (2005). All that Jazz festival-specific service quality, satisfaction and repurchase intent. ANZMAC Conference: Services Marketing (pp. 248-254)
  • Um, S., Chon, K. & Ro, Y. (2006). Antecedents of revisit intentions, Annals of Tourism Research, 3 (4): 1141-1158.
  • Valle, P.O., Silva, J.A. Mendes, J. & Guerreiro, M. (2006). Tourist satisfaction and destination loyalty, intention: A structural and categorical analysis. International Journal of Business and Applied Management, 1 (1): 25-44.
  • Viviers, P.A. & Slabbert, E. (2012). Towards an instrument measuring community perception of impacts of festivals. Journal of Human Ecology, 40 (3): 197-212.
  • Wood, H. (1982). Festivity and social change. London: Leisure in the eighties Research Unit, Polytechnic of South Bank.
  • Yoshida, M. & James, J.D. (2010). Customer satisfaction with game and service experience: Antecendent and consequence. Journal of Sport, 24: 338-361.
  • Yuan, J. & Jang, S. (2008). The effect of quality and satisfaction on awareness and behavioural intentions: Exploring the role of a wine festival. Journal of Travel Research, 46: 279-288.
  • Zeithaml, V.A. & Bitner, M.J. (2000). Services marketing: Integrating customer focus across the firm (2nd edn.). Boston: McGraw Hill.
  • Zeithaml, V.A., Berry, L.L. & Parasuramann, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60: 31-46.
  • Zeithaml, V.A., Parasuramann, A. & Berry, L.L. (1991). Delivery quality service. New York: Free Press.
Typ dokumentu
Identyfikator YADDA
JavaScript jest wyłączony w Twojej przeglądarce internetowej. Włącz go, a następnie odśwież stronę, aby móc w pełni z niej korzystać.