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Service quality at the cellar door: implications for Western Australia’s developing wine tourism industry

Service quality at the cellar door: implications for Western Australia’s developing wine tourism... Wine tourism has emerged as a growing area of special interest tourism in Australia, and is an increasingly significant component of the regional and rural tourism product of Western Australia. The increased significance and growing competitiveness of this sector has led to a heightened concern by producers and consumers for the quality of services being offered, and has forced many within the industry to invest in the delivery of higher levels of service quality as a means to achieving competitive differentiation. An integral part of any organisation's attempt to deliver on this front is a commitment to a process of continuous quality improvement. This requires a systematic approach to quality measurement. Investigates the conceptualisation and measurement of service quality and its importance to the wine tourism industry and reports the findings from a recently-conducted survey of cellar door customers at four Western Australian wineries. Demonstrates the relative usefulness of the importance/performance methodology for cellar door operators in highlighting how wineries are performing from a customer point of view, and also what is important in terms of performance from the customers' point of view. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service quality at the cellar door: implications for Western Australia’s developing wine tourism industry

Martin O’Neill; Steven Charters
Managing Service Quality , Volume 10 (2): 11 – Apr 1, 2000
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References (28)

Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520010318308
Publisher site
See Article on Publisher Site

Abstract

Wine tourism has emerged as a growing area of special interest tourism in Australia, and is an increasingly significant component of the regional and rural tourism product of Western Australia. The increased significance and growing competitiveness of this sector has led to a heightened concern by producers and consumers for the quality of services being offered, and has forced many within the industry to invest in the delivery of higher levels of service quality as a means to achieving competitive differentiation. An integral part of any organisation's attempt to deliver on this front is a commitment to a process of continuous quality improvement. This requires a systematic approach to quality measurement. Investigates the conceptualisation and measurement of service quality and its importance to the wine tourism industry and reports the findings from a recently-conducted survey of cellar door customers at four Western Australian wineries. Demonstrates the relative usefulness of the importance/performance methodology for cellar door operators in highlighting how wineries are performing from a customer point of view, and also what is important in terms of performance from the customers' point of view.

Journal

Managing Service Quality – Emerald Publishing

Published: Apr 1, 2000

Keywords: Wines and spirits; Tourism; Service quality; Measurement; Australia

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