An examination of the role of service quality and perceived value in visitor attraction experience
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Issue Date
2018-12-06
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The purpose of this paper is to examine the role of service quality and perceived value in service experience in UK attraction context. Data was collected in the Midlands Region of the UK from two visitor attractions utilising mixed-mode survey approach. A total of 507 usable questionnaires were analysed using ordinary least squares (OLS) multiple regression analysis to examine the relationship between the constructs. The findings confirm the cognitive-affective-conative order between the service constructs within the context of UK visitor attractions. This study has improved the understanding of the role of value in service experience, particularly attraction context, providing evidence that value exerts relatively more influence on satisfaction and behavioural intention than service quality. More specifically emotional value exerts more influence on satisfaction and behavioural intention than other forms of value. Managers need to view the visitor experience holistically rather than concentrating on one or two service construct(s).Citation
Oriade, A., and Schofield, P. (2018) An examination of the role of service quality and perceived value in visitor attraction experience, Journal of Destination MarketingPublisher
ElsevierJournal
Journal of Destination Marketing and ManagementType
Journal articleLanguage
enISSN
2212-571Xae974a485f413a2113503eed53cd6c53
10.1016/j.jdmm.2018.10.002
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- Creative Commons
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivs 3.0 United States