This study is an examination of the relationships between visitors' perceived service quality, perceived service value, satisfaction and behavioral intentions. Respondents were visitors who attended the Cajun Catfish Festival in Conroe, Texas and were systematically selected. Findings revealed that: (a) a structural model operationalizing perceived service quality as a set of attributes predicted visitors' intention to visit the festival better than an alternative model that measured quality by using a visitor's judgment about a service's overall excellence or superiority; (b) among the constructs analyzed, perceived service value appeared to be the best predictor of behavioral intentions; and (c) of the four dimensions of service quality of a festival, generic features and comfort amenities had the most influence on determining perceived service quality.
Athanassopoulos, A.D. (2000). “Customer Satisfaction Cues to Support Market Segmentation and Explain Switching Behavior.” Journal of Business Research, 47: 191—207.
2.
Bagozzi, R.P. (1992). “The Self Regulation of Attitudes, Intentions, and Behavior.” Social Psychology Quarterly, 55: 178—204.
3.
Baker, D.A., and J.L. Crompton (2000). “Quality, Satisfaction and Behavioral Intentions .” Annals of Tourism Research, 27 (3): 785—804.
4.
Baron, R.M., and D.A. Kenny (1986). “The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations .” Journal of Personality and Social Psychology, 51 (6): 1173—82.
5.
Berry, L.L., and A. Parasuraman (1991). Marketing Services: Competing through Quality . New York: The Free Press.
6.
Bojanic, D.C. (1996). “Consumer Perceptions of Price, Value and Satisfaction in the Hotel Industry: An Exploratory Study.” Journal of Hospitality and Leisure Marketing, 4 (1): 5—22.
7.
Bollen, K.A. (1989). Structural Equation with Latent Variables. New York: John Wiley and Sons.
8.
Bolton, R.N., and J.H. Drew (1991). “A Multistage Model of Customers' Assessments of Service Quality and Value.” Journal of Consumer Research , 17 (March): 375—84.
9.
Brown, P.J. (1988). “Quality in Recreation Experience.” In Outdoor Recreation Benchmark: Proceedings of the National Recreation Forum, edited by A.H. Watson.General Technical Report SE-52. Asheville, NC: U.S. Forest Service, pp. 412—21.
10.
Brown, S.W., and T.A. Swartz (1989). “A Gap Analysis of Professional Service Quality.” Journal of Marketing,53 (April): 92—98.
11.
Byrne, B.M. (1994). Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming. Mahwah, NJ: Lawrence Erlbaum Associates.
12.
Carman, J.M. (1990). “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions.” Journal of Retailing, 66 (1): 33—55.
13.
Caruana, A., A.H. Money, and P.R. Berthon (2000). “Service Quality and Satisfaction—the Moderating Role of Value.” European Journal of Marketing,33 (11/12): 1338—352.
14.
Chang, T.Z., and A.R. Wildt (1994). “Price, Product Information, and Purchase Intention: An Empirical Study.” Journal of the Academy of Marketing Science, 22 (1): 16—27.
15.
Childress, R.D., and J.L. Crompton (1997). “A Comparison of Alternative Direct and Discrepancy Approaches to Measuring Quality of Performance at a Festival.” Journal of Travel Research, 36 (2): 43—57.
16.
Crompton, J.L., and L.L. Love (1995). “The Predictive Validity of Alternative Approaches of Evaluating Quality of a Festival.” Journal of Travel Research, 34 (1): 11—24.
17.
Crompton, J.L., and K.J. MacKay (1989). “Users' Perceptions of the Relative Importance of Service Quality Dimensions in Selected Public Recreation Programs.” Leisure Sciences, 11: 367—75.
18.
Cronin, J.J. Jr., M.K. Brady, and T.M. Hult (2000). “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments .” Journal of Retailing, 76 (2): 193—218.
19.
Cronin, J.J., and S.A. Taylor (1994). “SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality.” Journal of Marketing, 58 (January): 125—31.
20.
Dillman, D.A. (2000). Mail and Internet Surveys: The Tailored Design Method (2nd ed.). New York: John Wiley and Sons.
21.
Fick, G.R., and J.R. Ritchie (1991). “Measuring Service Quality in the Travel and Tourism Industry.” Journal of Travel Research, 30 (Fall): 2—9.
22.
Getty, J.M., and K.N. Thompson (1994). “The Relationship between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions.” Journal of Hospitality and Leisure Marketing, 2 (3): 3—22.
23.
Grewal, D., K.B. Monroe, and R. Krishnan (1998). “The Effects of Price Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value and Behavioral Intentions.” Journal of Marketing,62 (April): 46-59.
24.
Jacoby, J., and D. Kyner (1973). “Brand Loyalty versus Repeat Purchasing Behavior.” Journal of Marketing Research, 10: 1—9.
25.
Jayanti, R.K., and A.K. Ghosh (1996). “Service Value Determination: An Integrative Perspective.” Journal of Hospitality and Leisure Marketing , 34 (4): 5—25.
26.
Jones, T.O., and E. Sasser (1995). “Why Satisfied Customer Defect.” Harvard Business Review, 73 (November): 88—99.
27.
MacKay, K.J., and J.L. Crompton (1990). “Measuring the Quality of Recreation Services .” Journal of Park and Recreation Administration, 8 (3): 47—55.
28.
Mittal, V., and W.A. Kamakura (2001). “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics .” Journal of Marketing Research, 38 (February): 131—42.
29.
Nunnally, J.C. (1967). Psychometric Theory. New York : McGraw-Hill.
30.
Nunnally, J.C., and I.H. Bernstein (1994). Psychometric Theory (3rd ed.). New York: McGraw Hill.
31.
Oh, H. (1999). “Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective.” Hospitality Management, 18: 67—82.
32.
——— (2000). “Diners' Perceptions of Quality, Value and Satisfaction.” Cornell Hotel and Restaurant Administration Quarterly, 41 (3): 58—66.
33.
——— (1981). “Measurement and Evaluation of Satisfaction Processes in Retail Settings.” Journal of Retailing , 5 (3): 25—48.
34.
——— (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill .
35.
Ostrom, A., and D. Iacobucci (1995). “Consumer Trade-Offs and the Evaluation of Services.” Journal of Marketing,59 (January): 17—28.
36.
Parasuraman, A. (1997). “Reflections on Gaining Competitive Advantage through Customer Value.” Journal of the Academy of Marketing Science, 25 (2): 154—61.
37.
Parasuraman, A., and D. Grewal (2000). “The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda” Journal of the Academy of Marketing Science, 28 (1): 168—74.
38.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1985). “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing , 49 (Fall): 41—50.
39.
——— (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing, 64 (1): 12—37.
40.
——— (1994). “Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria .” Journal of Retailing, 70 (3): 193—99.
41.
Patterson, P. (1993). “Expectations and Product Performance as Determinants of Satisfaction for a High-Involvement Purchase.” Psychology & Marketing, 10 (5): 449—65.
42.
Patterson, P.G., L.W. Johnson, and R.A. Spreng (1997). “Modeling Determinants of Customer Satisfaction for Business-To-Business Professional Services. Journal of the Academy of Marketing Science, 25 (1): 4—17.
43.
Petrick, J.F. (2002). “Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service.” Journal of Leisure Research, 34 (2): 119—34.
44.
——— (2004a). “The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers' Behavioral Intentions.” Journal of Travel Research, 42 (4): 397—407.
45.
——— (2004b). “First Timers' and Repeaters' Perceived Value.” Journal of Travel Research, 43 (1): 29—38.
46.
Petrick, J.F., and S.J. Backman (2002a). “An Examination of the Construct of Perceived Value for the Prediction of Golf Travelers' Intentions to Revisit.” Journal of Travel Research, 41 (1): 38—45.
47.
——— (2002b). “An Examination of the Determinants of Golf Travelers' Satisfaction” Journal of Travel Research , 40 (3): 252—58.
48.
Petrick, J.F., S.J. Backman, and R. Bixler (1999). “An Investigation of Selected Factors' Impact on Golfer Satisfaction and Perceived Value.” Journal of Park and Recreation Administration, 17 (1): 40—59.
49.
Rust, R.T., and R.L. Oliver (1994). Service Quality: New Directions in Theory and Practice. Thousand Oaks, CA: Sage Publications.
50.
Sweeney, J.C., G.N. Soutar, and L.W. Johnson (1997). “Retail Service Quality and Perceived Value: A Comparison of Two Models.” Journal of Retailing, 77: 203—220.
51.
Tam, J.L.M. (2000). “The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intentions.” Journal of Hospitality and Leisure Marketing, 6 (4): 31—43.
52.
Teas, R.K. (1993). “Consumer Expectations and the Measurement of Perceived Service Quality.” Journal of Professional Services Marketing, 8 (2): 33—54.
53.
Tian-Cole, J., L. Crompton, and V.L. Willson (2002). “An Empirical Investigation of the Relationships between Service Quality, Satisfaction and Behavioral Intentions Among Visitors to a Wildlife Refuge.” Journal of Leisure Research, 34 (1): 1—24.
54.
Westbrook, R.A., and R.L. Oliver (1991). “The Dimensionality of Consumption's Emotion Patterns and Consumer Satisfaction.” Journal of Consumer Research, 18 (June): 84—91.
55.
Zeithaml, V.A. (1988). “Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence.” Journal of Marketing,52 (July): 2—22.
56.
Zeithaml, V.A., L.L. Berry, and A. Parasuraman (1996). “The Behavioral Consequences of Service Quality.” Journal of Marketing,60 (April): 31—46.
