Service quality evaluation at events through service mapping

Authors

Donald Getz, Edith Cowan University
Martin O'Neill, Edith Cowan University
Jack Carlsen, Edith Cowan University

Document Type

Journal Article

Publisher

Sage Publications Ltd

Faculty

Faculty of Business and Public Management

School

School of Marketing, Tourism and Leisure

RAS ID

226

Comments

Getz, D., O’Neill, M., & Carlsen, J. (2001). Service quality evaluation at events through service mapping. Journal of travel research, 39(4), 380-390. 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