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The Effect of Event Supportive Service Environment and Authenticity in the Quality–Value–Satisfaction Framework
Wong,Ip Kin Anthony1; Ji,Mingjie2; Liu,Matthew Tingchi3
2018-05-01
Source PublicationJournal of Hospitality and Tourism Research
ISSN15577554 10963480
Volume42Issue:4Pages:563-586
AbstractThis study draws on environmental psychological theory to reintegrate the ongoing development of “environmental” cues in the tourism event context. Existing service perception scales often commingle service quality and physical cues; thus, this study proposes their separation and redefinition, as well as tests the effect of the supportive service environment on festival program quality in the experience of participants. The moderating effect of perceived authenticity in the quality–value–satisfaction process is also investigated. The results challenge the traditional view of program quality by highlighting that the service environment is a key antecedent to the quality–value–satisfaction framework. In contrast, the relationships among service environment, program quality, perceived value, and customer satisfaction are contingent on the extent to which participants perceive the authenticity of an event.
Keywordauthenticity customer satisfaction festival perceived value program quality service environment
DOI10.1177/1096348015614957
URLView the original
Language英语
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Cited Times [WOS]:5   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionUniversity of Macau
Affiliation1.City University of Macau,,Macao
2.The Hong Kong Polytechnic University,,Hong Kong
3.University of Macau,,Macao
First Author AffilicationUniversity of Macau
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GB/T 7714
Wong,Ip Kin Anthony,Ji,Mingjie,Liu,Matthew Tingchi. The Effect of Event Supportive Service Environment and Authenticity in the Quality–Value–Satisfaction Framework[J]. Journal of Hospitality and Tourism Research,2018,42(4):563-586.
APA Wong,Ip Kin Anthony,Ji,Mingjie,&Liu,Matthew Tingchi.(2018).The Effect of Event Supportive Service Environment and Authenticity in the Quality–Value–Satisfaction Framework.Journal of Hospitality and Tourism Research,42(4),563-586.
MLA Wong,Ip Kin Anthony,et al."The Effect of Event Supportive Service Environment and Authenticity in the Quality–Value–Satisfaction Framework".Journal of Hospitality and Tourism Research 42.4(2018):563-586.
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