If the show must go on ..... don't neglect the service!

Hume, Margee and Sullivan Mort, Gillian and Winzar, Hume (2006) If the show must go on ..... don't neglect the service! Journal of Management and World Business Research, 3 (1). pp. 81-119. ISSN 1449-3179


Recent research into the experiential services has focused on emotion as the key driver of consumption. There has been limited success in identifying the drivers of repurchase for
experiential services. This research aimed to identify the key drivers of repurchase and more clearly identify the role of emotion. Twenty-six in-depth interviews were conducted with consumers interested in the cultural performing arts. The findings identified service experience, price, service quality, venue quality and value as the main drivers. Emotion was a driver for a small segment of highly involved patrons. The comparison standards model was found to be the main predictor of repurchase and experiential aspects were positive but not
critical predictors. Overall perceived service quality was a major driver of repurchase. Implications for management and theory are presented.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Author's version not held.
Faculty / Department / School: Historic - Faculty of Business - Department of Marketing and Tourism
Date Deposited: 21 Mar 2010 03:29
Last Modified: 02 Jul 2013 23:42
Uncontrolled Keywords: repurchase intent; cultural arts
Fields of Research : 19 Studies in Creative Arts and Writing > 1904 Performing Arts and Creative Writing > 190499 Performing Arts and Creative Writing not elsewhere classified
15 Commerce, Management, Tourism and Services > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
URI: http://eprints.usq.edu.au/id/eprint/7081

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