Title

Service quality evaluation at events through service mapping

Document Type

Journal Article

Publisher

Sage Publications Ltd.

Faculty

Business and Public Management

School

Marketing, Tourism and Leisure

RAS ID

226

Comments

Originally published as: Getz, D., O’Neill, M., & Carlsen, J. (2001). Service quality evaluation at events through service mapping. Journal of travel research, 39(4), 380-390. Original article available here

Abstract

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.

DOI

10.1177/004728750103900404

 
COinS
 

Link to publisher version (DOI)

10.1177/004728750103900404