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Service Quality and Customer Satisfaction within Festival and Special Event

The concept of customer satisfaction and service quality are notably two important concepts in marketing. Indeed, the two concepts are important in addressing theoretical as well as practical issue for marketers and consumer researchers. Numerous researches have been found discussing various issues...

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Main Authors: Norazirah, Ayob, Abas, Said
Format: Proceeding
Language:English
Published: 2010
Subjects:
H Social Sciences (General)
Online Access:http://ir.unimas.my/id/eprint/7101/1/Service%20Quality.pdf
http://ir.unimas.my/id/eprint/7101/
http://www.kmice.cms.net.my/ProcKMICe/KMICe2010/Paper/PG32_37.pdf
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id my.unimas.ir.7101
record_format eprints
spelling my.unimas.ir.71012022-01-04T08:37:15Z http://ir.unimas.my/id/eprint/7101/ Service Quality and Customer Satisfaction within Festival and Special Event Norazirah, Ayob Abas, Said H Social Sciences (General) The concept of customer satisfaction and service quality are notably two important concepts in marketing. Indeed, the two concepts are important in addressing theoretical as well as practical issue for marketers and consumer researchers. Numerous researches have been found discussing various issues related to the two constructs in various field areas. Midst all the debates, there is an existing discussion on a conceptualization of relationship between satisfaction and service quality that is argued to be relevant especially to the field of festival and special event and generally to other tourism and recreation fields. The conceptualizations seemed to receive supports from a number of event researchers and thus adapted and further examined in their studies. This paper presents a review on the service quality and satisfaction constructs and their relationship illustrated by Crompton and Love (1995), Childress and Crompton (1997), and Baker and Crompton (2000). Examples of past studies that have supported and further investigated the conceptualization are also included. 2010 Proceeding NonPeerReviewed text en http://ir.unimas.my/id/eprint/7101/1/Service%20Quality.pdf Norazirah, Ayob and Abas, Said (2010) Service Quality and Customer Satisfaction within Festival and Special Event. In: Knowledge Management International Conference (Kmice2010), 2010, May, 25-27, Terengganu, Malaysia. http://www.kmice.cms.net.my/ProcKMICe/KMICe2010/Paper/PG32_37.pdf
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
topic H Social Sciences (General)
spellingShingle H Social Sciences (General)
Norazirah, Ayob
Abas, Said
Service Quality and Customer Satisfaction within Festival and Special Event
description The concept of customer satisfaction and service quality are notably two important concepts in marketing. Indeed, the two concepts are important in addressing theoretical as well as practical issue for marketers and consumer researchers. Numerous researches have been found discussing various issues related to the two constructs in various field areas. Midst all the debates, there is an existing discussion on a conceptualization of relationship between satisfaction and service quality that is argued to be relevant especially to the field of festival and special event and generally to other tourism and recreation fields. The conceptualizations seemed to receive supports from a number of event researchers and thus adapted and further examined in their studies. This paper presents a review on the service quality and satisfaction constructs and their relationship illustrated by Crompton and Love (1995), Childress and Crompton (1997), and Baker and Crompton (2000). Examples of past studies that have supported and further investigated the conceptualization are also included.
format Proceeding
author Norazirah, Ayob
Abas, Said
author_facet Norazirah, Ayob
Abas, Said
author_sort Norazirah, Ayob
title Service Quality and Customer Satisfaction within Festival and Special Event
title_short Service Quality and Customer Satisfaction within Festival and Special Event
title_full Service Quality and Customer Satisfaction within Festival and Special Event
title_fullStr Service Quality and Customer Satisfaction within Festival and Special Event
title_full_unstemmed Service Quality and Customer Satisfaction within Festival and Special Event
title_sort service quality and customer satisfaction within festival and special event
publishDate 2010
url http://ir.unimas.my/id/eprint/7101/1/Service%20Quality.pdf
http://ir.unimas.my/id/eprint/7101/
http://www.kmice.cms.net.my/ProcKMICe/KMICe2010/Paper/PG32_37.pdf
_version_ 1724078454560784384
score 13.211869

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