Title

Wine production as a service experience - The effects of service quality on wine sales.

Document Type

Journal Article

Publisher

Emerald

Faculty

Business and Public Management

School

Marketing, Tourism and Leisure

RAS ID

216

Comments

This article was originally published as: O’Neill, M., Palmer, A., & Charters, S. (2002). Wine production as a service experience–the effects of service quality on wine sales. Journal of Services Marketing, 16(4), 342-362. Original available here

Abstract

This paper seeks to investigate the conceptualisation and measurement of the service quality construct and its relationship to behavioural intention through an application of the importance‐performance technique within the Australian wine tourism industry. Many winery operators invite customers to their winery and the quality of service during the visit can impact on future wine sales. Research undertaken among a sample of visitors to Australian vineyards showed that service process factors were more closely linked to wine purchase than tangible elements. The study also provides further support for the use of importance‐performance models of service quality, as this measure was found to be significantly related to two dimensions of behavioural intention.

DOI

10.1108/08876040210433239

 
COinS
 

Link to publisher version (DOI)

10.1108/08876040210433239