Service Quality at the Cellar Door: A Comparison Between Regions
Document Type
Journal Article
Publisher
MCB UP Ltd
Faculty
Faculty of Business and Public Management
School
School of Marketing, Tourism and Leisure
RAS ID
222
Abstract
The provision of service at the cellar door is now beginning to attract some attention, which is critical given that wine tourism is a very lucrative industry with the ability to generate substantial wealth and growth. This paper develops the application of the SERVQUAL research approach, already used in Margaret River, and applies it to the Barossa Valley. It outlines the results of a survey in the latter region, and draws some comparative conclusions with the Western Australian data. It produces some conclusions about those features deemed important by visitors in their overall satisfaction ratings of the cellar door experience including the impact of that experience on subsequent purchase behaviour, and it also highlights some of the differences between wine tourists in the two states.
DOI
10.1108/eb008723
Comments
Charters, S., & O'Neill, M. (2001). Service quality at the cellar door: a comparison between regions. International Journal of Wine Marketing, 13(3), 7-17. Available here