Service Quality Evaluation at Events through Service Mapping

Journal of Travel Research - Tập 39 Số 4 - Trang 380-390 - 2001
Donald Getz1, Martin O’Neill2, Jack Carlsen2
1Faculty of Management at the University of Calgary in Alberta, Canada
2School of Marketing, Tourism and Leisure in the Faculty of Business and Public Management at Edith Cowan University in Western Australia

Tóm tắt

Service mapping is described and illustrated in the context of evaluating and improving service quality at special events. Results of participant observation at the 1998 Margaret River Masters surfing event in Western Australia are combined with concurrent visitor survey data and direct observations to generate recommendations for improving its management. Conclusions are drawn on the utility and application of the service-mapping technique for events and on the nature of service quality at events.

Từ khóa


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