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Service quality and customer satisfaction within festival and special event

Ayob, Norazirah and Said, Abas (2010) Service quality and customer satisfaction within festival and special event. In: Knowledge Management International Conference 2010 (KMICe2010), 25-27 May 2010, Kuala Terengganu, Malaysia.

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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.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-983-2078-40-1 Organized by: UUM College of Art & Sciences, Universiti Utara Malaysia
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Festival, Special Event
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: College of Arts and Sciences
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 22 May 2014 06:10
Last Modified: 22 May 2014 06:10

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