The research presented in this study replicates and extends the QSport-10 scale proposed by Rial, Varela, Rial and Real in their 2010 study, by incorporating the Programme dimension into the original measurement of service quality in Physical Activity and Sports Centres (PSCs). The objective of...

The aim of this study was to integrate the hierarchical model of the perceived service quality (PSQ) theory with the bottom-up theory of satisfaction. It was hypothesised that satisfaction with sporting events would mediate the relationship between PSQ and life satisfaction. Study 1 was...

Throughout this study, the authors sought to identify the antecedents and consequences of a multi-dimensional consumption-value construct. Data were collected from sports spectators in Japan (n=372) and the United States (n=396). The results indicate that three quality dimensions (functional,...

Purpose This study aims to test an integrated model that examines the relationship between the service qualities of police at any urban tourist destination and the tourist urban destination advocacy at tourist cities in the Shimla region of India, where tourists’ trust in police acts as a...

Purpose This paper aims to empirically investigate the relationship between service quality (SQ) in heritage tourism, destination attachment (DA), and electronic word-of-mouth (eWOM) intention. Design/methodology/approach This study followed cross-sectional survey-based research design and...

Purpose – The purpose of this paper is to investigate the importance of cellar door sales in wineries and test a method of assessing service quality using the services mapping approach, for the purposes of enhancing research in this important area. Design/methodology/approach – Service...

The provision of service at the cellar door is now beginning to attract some attention, which is critical given that wine tourism is a very lucrative industry with the ability to generate substantial wealth and growth. This paper develops the application of the SERVQUAL research approach,...

In increasingly competitive markets, customer satisfaction is a vital corporate objective. Key elements to increasing customer satisfaction include producing consistently high‐quality products and providing high‐quality customer service. Also, supplier relationship management (SRM)...

Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries. Design/methodology/approach – An empirical study was...