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The Effect of Event Supportive Service Environment and Authenticity in the Quality-Value-Satisfaction Framework
Wong, IpKin Anthony1; Ji, Mingjie2; Liu, Matthew Tingchi3
2018-05
Source PublicationJOURNAL OF HOSPITALITY & TOURISM RESEARCH
ABS Journal Level2
ISSN1096-3480
Volume42Issue:4Pages:563-586
Abstract

This 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.

KeywordFestival Service Environment Authenticity Program Quality Perceived Value Customer Satisfaction
DOIhttps://doi.org/10.1177/1096348015614957
URLView the original
Indexed BySSCI
Language英语
WOS Research AreaSocial Sciences - Other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:000430478000003
PublisherSAGE PUBLICATIONS INC
The Source to ArticleWOS
Fulltext Access
Citation statistics
Cited Times [WOS]:18   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
Faculty of Business Administration
Affiliation1.Sun Yat-Sen University, Guangzhou, China
2.School of Hotel and Tourism Management, The Hong Kong Polytechnic University
3.Faculty of Business Administration, University of Macau, Macau, China
Recommended Citation
GB/T 7714
Wong, IpKin 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 & TOURISM RESEARCH,2018,42(4):563-586.
APA Wong, IpKin 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 & TOURISM RESEARCH,42(4),563-586.
MLA Wong, IpKin Anthony,et al."The Effect of Event Supportive Service Environment and Authenticity in the Quality-Value-Satisfaction Framework".JOURNAL OF HOSPITALITY & TOURISM RESEARCH 42.4(2018):563-586.
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