1,143
Views
17
CrossRef citations to date
0
Altmetric
Articles

Service Quality of Macao Museums

&
Pages 37-60 | Published online: 31 Jan 2012

REFERENCES

  • Andresen , A. R. and Kolter , P. 2002 . Strategic Marketing for Non Profit Organizations , 6th , Upper Saddle River , NJ : Prentice Hall .
  • Caldwell , N. 2001 . (Rethinking) the measurement of service quality in museums and galleries . International Journal of Nonprofit and Voluntary Sector Marketing , 7 ( 2 ) : 161 – 171 .
  • Chadee , D. and Mattsson , J . 1996 . An empirical assessment of customer satisfaction in tourism . The Service Industries Journal , 16 ( 3 ) : 305 – 320 .
  • Cheng , I. M. 2007 . A comparative study of travel behavior of single and multi-destination travelers from mainland china in Macao . China Tourism Research , 3 ( 3/4 ) : 449 – 477 .
  • Cheng , K. M. , Hsu , S. Y. , Lin , S. W. , Hung , C. H. and Chen , I. S. 2008 . Improving the experience of visitors to public museums: A managerial perspective . International Journal of Management , 25 ( 3 ) : 467 – 593 .
  • Cronbach , L. J. 1951 . Coefficient alpha and the internal structure of tests . Psycometrika , 16 : 297 – 334 .
  • Crosby , P. B. 1979 . Quality is free , New York , NY : McGraw-Hill .
  • Feigenbaum , A. V. 1956 . Total quality control . Harvard Business Review , 34 : 93 – 101 .
  • Frochot , I. 2001 . “ Measurement of Service Quality ” . In Quality Issues in Heritage Visitor Attractions , Edited by: Drummond , S. and Yeoman , I. 154 – 171 . Oxford , , UK : Butterworth-Heinemann .
  • Frochot , I. and Hughes , H. 2000 . HISTOQUAL: The development of a historic houses assessment scale . Tourism Management , 21 ( 2 ) : 157 – 167 .
  • Gabbott , M. and Hogg , G. 1998 . Consumer and services , Chichester , , UK : John Wiley .
  • Geissler , G.L. , Rucks , C.T. and Edison , S.W. 2006 . Understanding the role of service convenience in art museum marketing: An exploratory study . Journal of Hospitality & Leisure Marketing , 14 ( 4 ) : 69 – 87 .
  • Goulding , C. 2000 . The museum environment and the visitor experience . European Journal of marketing , 34 ( 3/4 ) : 261 – 278 .
  • Harrison , S. 2002 . Culture, tourism and local community—the heritage identity of the Isle of Man . Brand Management , 9 ( 45 ) : 355 – 371 .
  • Harrison , P. and Shaw , R. 2004 . Consumer satisfaction and post-purchase intentions: An exploratory study of museum visitors . International Journal of Arts Management , 6 ( 2 ) : 23 – 32 .
  • Horner , S. and Swarbrooke , J. 2004 . International cases in tourism management , Amsterdam , , The Netherlands : Elsevier .
  • Huo , Y. and Miller , D. 2007 . Satisfaction measurement of small tourism sector (museum): Samoa . Asia Pacific Journal of Tourism Research , 12 ( 2 ) : 103 – 117 .
  • Johns , N. and Hoseason , J. 2001 . Quality issues in heritage visitor attractions , Edited by: Drummond , S. and Yeoman , I. 222 – 242 . Oxford , , UK : Butterworth-Heinemann .
  • Juran , J. M. 1980 . Quality planning and analysis: From product development through use , New York , NY : McGraw-Hill .
  • Kandampully , J. 2000 . The impact of demand fluctuation on the quality of service: A tourism industry example . Managing Service Quality , 10 ( 1 ) : 10 – 18 .
  • Kawashima , N. 1998 . Knowing the public: A review of museum marketing literature and research . Museum Management and Curatorship , 19 ( 1 ) : 21 – 39 .
  • Kong , W. H. F. Understanding the museum audience: A profile of museum goers in Macao . Paper presented at the Fourth Annual Asia Pacific Forum for Graduate Student Research in Tourism . August . Honolulu , Hawaii : University of Hawaii at Manoa .
  • Laws , E. , Prideaux , B. and Moscardo , G. 2006 . “ Quality and service management perspectives ” . In Managing tourism and hospitality services: Theory and international applications , Edited by: Prideaux , B. , Laws , E. and Moscardo , G. 1 – 14 . Cambridge , , UK : CABI .
  • Lehn , D. V. 2005 . Embodying experience: A video-based examination of visitors' conduct and interaction in museums . European Journal of Marketing , 40 ( 11/12 ) : 1340 – 1359 .
  • Li , M. and Wall , G. 2004 . Marketing museums as urban tourism attractions: A literature review and implication for Beijing, China . Journal of Tourism Development , 1 ( 1 ) : 1 – 6 .
  • Loi , K. I. and Kong , W. H. Exhibiting cultures: Strategic policies and development of museums in Macao . Paper presented at the 2nd Asian Pacific Forum for Graduate Students Research in Tourism . October . Busan , , South Korea
  • Macau Government Tourist Office. (2007). Macao world heritage. http://www.macauheritage.net/mherit/indexE.asp (http://www.macauheritage.net/mherit/indexE.asp)
  • Mylonakis , J. and Kendristakis , E. 2006 . Evaluation of museums service quality: A research study of museums and galleries visitors' satisfaction . Tourism and Hospitality Management , 12 ( 2 ) : 37 – 54 .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 . Fall
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. 1988 . SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 12 – 37 .
  • Poria , Y. , Reichel , A. and Brandt , Y. 2009 . People with disabilities visit art museums: An exploratory study of obstacles and difficulties . Journal of Heritage Tourism , 4 ( 2 ) : 117 – 129 .
  • Rowley , J. 1999 . Measuring total customer experience in museums . International Journal of Contemporary Hospitality Management , 11 ( 6 ) : 303 – 308 .
  • Ryan , C. and Dewar , K. 1995 . Evaluating the communication process between interpreter and visitor . Tourism Management , 16 ( 4 ) : 295 – 330 .
  • Salamon , L. M. 2003 . Charities shouldn't be urged to act like Enron . Chronicle of Philanthropy Opinion , May 29
  • Saleh , F. and Ryan , C. 1992 . Client perceptions of hotel—A multi-attribute approach . Tourism Management , 13 ( 2 ) : 163 – 168 .
  • Screven , C. 1986 . Exhibitions and information centers: Some principles and approaches . Curator , 29 ( 2 ) : 109 – 137 .
  • Shackley , M. 1999 . “ Visitor management ” . In Heritage visitor attractions: An Operations Management Perspective , Edited by: Leaske , A. and Yeoman , I. 69 – 82 . London , , UK : Cassells .
  • Simpson , K. 2000 . Customer satisfaction and behavioral intentions in a rural community museum environment . Journal of Quality Assurance in Hospitality & Tourism , 1 ( 3 ) : 1 – 27 .
  • Suarez , A. and Tsutui , N. 2004 . The value of museum collections for research . Bioscience , 54 ( 1 ) : 66 – 74 .
  • The Statistics and Census Service. (2008a). Population index. http://www.dsec.gov.mo/TimeSeriesDatabase.aspx?KeyIndicatorID=12 (http://www.dsec.gov.mo/TimeSeriesDatabase.aspx?KeyIndicatorID=12)
  • The Statistics and Census Service. (2008b). Tourism statistics. http://www.dsec.gov.mo/getAttachment/644cdef7-61af-4764-86c7-077b3a4d4f12/C_TUR_PUB_2008_Y.aspx (http://www.dsec.gov.mo/getAttachment/644cdef7-61af-4764-86c7-077b3a4d4f12/C_TUR_PUB_2008_Y.aspx)
  • Thyne , M. 2001 . The importance of values research for nonprofit organizations: The motivation-based values of museum . International Journal of Nonprofit and Voluntary Sector Marketing , 6 ( 2 ) : 116 – 130 .
  • Todd , S. and Lawson , R. 2001 . Lifestyle segmentation and museum gallery visiting behavior . International Journal of Nonprofit and Voluntary Sector Marketing , 6 ( 3 ) : 269 – 277 .
  • Tribe , J. and Snaith , T. 1998 . From SERVQUAL to HOLSAT: Holiday satisfaction in Varadero, Cuba . Tourism Management , 19 ( 1 ) : 25 – 34 .
  • Westbrook , R. A. and Newman , J. W. 1978 . An analysis of shopper dissatisfaction for major household appliances . Journal of Marketing Research , 15 ( 3 ) : 456 – 466 .
  • Wong , O. M. A. , Dean , A. M. and White , C. J. 1999 . Analyzing service quality in the hospitality industry . Managing Service Quality , 9 ( 2 ) : 136 – 148 .
  • Woodruff , R. B. , Cadotte , E. R. and Jenkins , R. L. 1983 . Modeling consumer satisfaction process using experience-based norms . Journal of Marketing Research , 20 ( 3 ) : 296 – 304 .
  • Xinhua News Agency. (2008, April 1). Macao's forex reserves reach US$13.6. blnhttp://www.china.org.cn/china/2008-04/01/content_14026012.htm (blnhttp://www.china.org.cn/china/2008-04/01/content_14026012.htm)
  • Yale , P. 1991 . From tourist attractions to heritage tourism , Huntingdon , , Cambridgeshire,UK : Elm .
  • Yuksel , A. and Yuksel , F. 2002 . Measurement of tourist satisfaction with restaurant services: A segment-based approach . Journal of Vacation Marketing , 9 ( 1 ) : 52 – 68 .
  • Zikmund , W. G. 1994 . Exploring marketing research , 5th , Orlando , FL : Dryden .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.