An Empirical Study of the Effects of Service Quality, Visitor Satisfaction, and Emotions on Behavioral Intentions of Visitors to the Museums of Macau

REFERENCES

• Alcaraz, C., Hume, M., & Mort, G. S. (2009). Creating sustainable practice in a museum context: Adopting service-centricity in non-profit museums. Australasian Marketing Journal, 17, 219–225.
   Google Scholar
• Alexandris, K., Dimitriadis, N., & Markata, D. (2002). Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel section in Greece. Managing Service Quality, 12, 224–232.
   Google Scholar
• Anderson, E. W., Fornell, C., & Lehman, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66.
   Web of Science ®Google Scholar
• Arora, R., & Singer, J. (2006). Cognitive and affective service marketing strategies for fine dining restaurant managers. Journal of Small Business Strategy, 17(1), 51–61.
   Google Scholar
• Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62–81.
   Google Scholar
• Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27, 184–206.
   Web of Science ®Google Scholar
• Bagozzi, R. P., & Yi, Y. (1989). On the use of structural equation models in experimental designs. Journal of Marketing Research, 26, 271–284.
   Web of Science ®Google Scholar
• Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27, 785–804.
   Web of Science ®Google Scholar
• Barsky, J., & Nash, L. (2002). Evoking emotion: Affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 39–46.
   Google Scholar
• Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
   Web of Science ®Google Scholar
• Brown, T. A. (2006). Confirmatory factor analysis for applied research. New York, NY: Guilford Press.
   Google Scholar
• Browne, M. W., & Cudeck, R. (1993). Alternative ways of assessing model fit. In K. A. Bollen & S. Long (Eds.), Testing structural equation models (pp. 136–162). Newbury Park, CA: Sage.
   Google Scholar
• Caldwell, N. (2002). (Rethinking) the measurement of service quality in museums and galleries. International Journal of Nonprofit and Voluntary Sector Marketing, 7, 161–171.
   Google Scholar
• Carroll, B. A., & Ahuvia, A. C. (2006). Some antecedents and outcomes of brand love. Marketing Letters, 17(2), 79–89.
   Web of Science ®Google Scholar
• Chen, C. M., Lee, H. T., Chen, S. H., & Huang, T. H. (2011). Tourist behavioral intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan. International Journal of Tourism Research, 13, 416–432.
   Web of Science ®Google Scholar
• Chen, W. C., Lee, C. F., & Lin, L. Z. (2012). Investigating factors affecting festival quality: A case study of Neimen Song Jiang Jhen Battle Array, Taiwan. African Journal of Marketing Management, 4(2), 43–54.
   Google Scholar
• Cheng, I. M., & Wan, Y. K. P. (2012). Service quality of Macau museums. Journal of Quality Assurance in Hospitality & Tourism, 13(1), 37–60.
   Google Scholar
• Clemes, M. D., Brush, G. J., & Collins, M. J. (2011a). Analyzing the professional sport experience: A hierarchical approach. Sport Management Review, 14, 370–388.
   Web of Science ®Google Scholar
• Clemes, M. D., Cohen, D. A., & Wang, Y. (2013). Understanding Chinese university students’ experiences: An empirical analysis. Asia Pacific Journal of Marketing and Logistics, 25, 391–427.
   Google Scholar
• Clemes, M. D., Gan, C. E. C., & Kao, T. H. (2007). University student satisfaction: An empirical analysis. Journal of Marketing for Higher Education, 17, 292–325.
   Google Scholar
• Clemes, M. D., Gan, C. E. C., Kao, T. H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 49–62.
   Google Scholar
• Clemes, M. D., Gan, C., & Ren, M. (2011b). Synthesizing the effects of service quality, value and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality & Tourism Research, 35(4), 530–568.
   Web of Science ®Google Scholar
• Clemes, M. D., Shu, X., & Gan, C. (2014). Mobile communications: A comprehensive hierarchical modeling approach. Asia Pacific Journal of Marketing and Logistics, 26(1), 114–146.
   Google Scholar
• Clemes, M. D., Wu, H. C. J., Hu, B. D., & Gan, C. (2009). An empirical study of behavioral intentions in the Taiwan hotel industry. Innovative Marketing, 5(3), 30–50.
   Google Scholar
• Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55–68.
   Web of Science ®Google Scholar
• Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions minus expectations measurement of service quality. Journal of Marketing, 58(1), 125–131.
   Web of Science ®Google Scholar
• Dabholkar, P. A., Shepherd, D. C., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76, 139–173.
   Web of Science ®Google Scholar
• Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.
   Google Scholar
• Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142.
   Web of Science ®Google Scholar
• de Rojas, C., & Camarero, C. (2008). Visitors’ experience, mood and satisfaction in a heritage context: Evidence from an interpretation center. Tourism Management, 29(3), 525–537.
   Web of Science ®Google Scholar
• Diamantopoulos, A. (2008). Formative indicators: Introduction to the special issue. Journal of Business Research, 61, 1201–1202.
   Web of Science ®Google Scholar
• Edvardsson, B. (2005). Service quality: Beyond cognitive assessment. Managing Service Quality, 15(2), 127–131.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
   Web of Science ®Google Scholar
• Frochot, I., & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism Management, 21(2), 157–167.
   Web of Science ®Google Scholar
• Grönroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30–41.
   Web of Science ®Google Scholar
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
   Web of Science ®Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice-Hall.
   Google Scholar
• Harrison, P., & Shaw, R. (2004). Consumer satisfaction and post-purchase intentions: An exploratory study of museum visitors. International Journal of Arts Management, 6(2), 23–33.
   Google Scholar
• Homburg, C., Koschate, N., & Hoyer, W. D. (2006). The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective. Journal of Marketing, 70(3), 21–31.
   Web of Science ®Google Scholar
• Hu, L. T., & Bentler, R. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55.
   Web of Science ®Google Scholar
• Izard, C. E., Kagan, J., & Zajonc, R. B. (1990). Emotions, cognition and behavior. Cambridge, England: Cambridge University Press.
   Google Scholar
• Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30, 199–218.
   Web of Science ®Google Scholar
• Jöreskog, K. G. (1990). New developments in LISREL. Analysis of ordinal variables using polychoric correlations and weighted least squares. Quality and Quantity, 24, 387–404.
   Web of Science ®Google Scholar
• Kleinginna, P., & Kleinginna, A. (1981). A categorized list of emotion definitions, with suggestions for a consensual definition. Motivation and Emotion, 5, 345–379.
   Google Scholar
• Ko, Y. J., & Pastore, D. L. (2005). A hierarchical model of service quality for the recreational sport industry. Sport Marketing Quarterly, 14(2), 84–97.
   Google Scholar
• Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain as an off-season holiday destination. Journal of Travel Research, 38, 260–269.
   Google Scholar
• Ladhari, R. (2008). Alternative measure of service quality: A review. Journal of Managing Service Quality, 18(1), 65–86.
   Google Scholar
• Ladhari, R., Lakhal, S. H., & Morales, M. (2005). Service quality, emotion and satisfaction in restaurant setting. Administrative Sciences Association of Canada, 26(3), 93–98.
   Google Scholar
• Lai, F., Hutchinson, J., Li, D., & Bai, C. (2007). An empirical assessment and application of SERVQUAL in mainland China‘s mobile communications industry. International Journal of Quality & Reliability Management, 24, 244–262.
   Google Scholar
• Li, T. T., & Wu, H. C. J. (2013, May 21–24). An empirical study of synthesizing the effects of experience quality, perceived value, destination image and satisfaction on visitors’ behavioral intentions in the Macau cultural heritage industry. Paper presented at the 11th Asia Pacific Council Hotel, Restaurant, and Institution Education (APac-CHRIE) Conference, Macau, China.
   Google Scholar
• Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International. Journal of Service Industry Management, 8(2), 148–169.
   Google Scholar
• Martin, D., O’Neill, M., Hubbard, S., & Palmer, A. (2008). The role of emotion in explaining consumer satisfaction and Future behavioral intention. Journal of Services Marketing, 22, 224–236.
   Google Scholar
• McQuitty, S. (2004). Statistical power and structural equation models in business research. Journal of Business Research, 57, 175–183.
   Web of Science ®Google Scholar
• Mey, L. P., & Mohamed, B. (2010). Service quality, visitor satisfaction and behavioral intentions: Pilot study at a museum in Malaysia. Journal of Global Business and Economics, 1(1), 226–240.
   Google Scholar
• Nowacki, M. M. (2005). Evaluating a museum as a tourist product using the SERVQUAL method. Museum Management and Curatorship, 20, 235–250.
   Google Scholar
• Nunnally, J. C, & Bernstein. I. H. (1994). Psychometric theory (3rd ed.). New York, NY: McGraw-Hill.
   Google Scholar
• Nykiel, R. A. (1997). Marketing in the hospitality industry. East Lansing, MI: American Hotel and Motel Association-Educational Institute.
   Google Scholar
• Oliver, R. L., Rust, R., & Varki, S. (1997). Customer delight: Findings and managerial insight. Journal of Retailing, 73, 311–336.
   Web of Science ®Google Scholar
• Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72.
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Park, J., Lee, G., & Park, M. (2011). Service quality dimensions perceived by film festival visitors. Event Management, 15(1), 49–61.
   Google Scholar
• Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–9). Thousand Oaks, CA: Sage.
   Google Scholar
• Ryu, K., & Jang, S. (2007). The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants. Journal of Hospitality and Tourism Research, 31(1), 56–72.
   Google Scholar
• Shi, H. Y. (2008). A study of service quality and satisfaction for museums: Taking the national museum of prehistory as an example. Journal of Human Resource and Adult Learning, 4(1), 159–170.
   Google Scholar
• Shonk, D. J., & Chelladurai, P. (2008). Service quality, satisfaction, and intent to return in event sport tourism. Journal of Sport Management, 22, 587–602.
   Web of Science ®Google Scholar
• Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of Academy of Marketing Science, 29(1), 16–35.
   Web of Science ®Google Scholar
• Trip Advisor. (2013). Macau: Top museums. Retrieved April 25, 2013 from http://www.tripadvisor.com.sg/GoListDetail-i32918-Macau_Top_Museums.html
   Google Scholar
• Wheaton, B. (1987). Assessment of fit in over identified models with latent variables. Sociological Methods and Research, 16(1), 118–154.
   Web of Science ®Google Scholar
• Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000). The moderating role of target-arousal on the impact of affect on satisfaction. An examination in the context of service experience. Journal of Retailing, 76, 234–250.
   Google Scholar
• Wong, J., Wu, H. C., & Cheng, C. C. (2014). An empirical analysis of synthesizing the effects of festival quality, emotion, festival image and festival satisfaction on festival loyalty: A case study of Macau Food Festival. International Journal of Tourism Research. doi:10.1002/jtr.2011
   Google Scholar
• Wu, H. C. (2013). An empirical study of the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions in the Taiwan quick service restaurant industry. Journal of Quality Assurance in Hospitality & Tourism, 14, 364–390.
   Google Scholar
• Wu, H. C. (2014a). The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments. Asia Pacific Journal of Marketing and Logistics, 26, 540–565.
   Google Scholar
• Wu, H. C. (2014b). Maintenance and measurement of service quality. In P. B. Tsai, W. H. Chang, T. Y. Lin, H. H. Lee, P. H. Wu, H. K. Chan, Y. C. Li, H. C. Wu, C. Y. Wang, H. I. Chen, & C. H. Lo (Eds.), Service quality management ( pp. 8/1–8/36). Taichung, Taiwan: Wagner.
   Google Scholar
• Wu, H. C., & Cheng, C. C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13–22.
   Google Scholar
• Wu, H. C., Cheng, C. C., & Hsu, F. S. (2014). An assessment of visitors’ behavioral intentions in the Taiwan tourist night market using a multilevel and hierarchical model. Tourism Analysis, 19, 185–197.
   Google Scholar
• Wu, H. C., & Hsu, F. S. (2012). A multidimensional and hierarchical model of service quality in the gaming industry. International Journal of Tourism Sciences, 12(3), 90–118.
   Google Scholar
• Wu, H. C., & Ko, Y. J. (2013). Assessment of service quality in the hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 14, 218–244.
   Google Scholar
• Wu, H. C., & Li, T. (2014). A study of experiential quality, perceived value, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists. Journal of Hospitality & Tourism Research. doi:10.1177/1096348014525638
   Google Scholar
• Wu, H. C., Li, M. Y., & Li, T. (2014). A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention. Journal of Hospitality & Tourism Research. doi:10.1177/1096348014563396
   Google Scholar
• Wu, H. C., Wong, W. C. J., & Cheng, C. C. (2014). An empirical study of behavioral intentions in the food festival: The case of Macau. Asia Pacific Journal of Tourism Research, 19, 1278–1305.
   Web of Science ®Google Scholar
• Wu, J. H. C., Lin, Y. C., & Hsu, F. S. (2011). An empirical analysis of synthesizing the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions in the transport industry: A case of Taiwan high-speed rail. Innovative Marketing, 7(3), 83–100.
   Google Scholar
• Yang, J., Gu, Y. K., & Cen, J. (2011). Festival tourists’ emotion, perceived value, and behavioral intentions: A test of the moderating effect of festivalscape. Journal of Convention & Event Tourism, 12(1), 25–44.
   Google Scholar
• Yusof, N. A., & Rahman, F. A. (2011, September 29–October 1). Tourists’ perceptions of service quality in a lake-based tourism area. Paper presented at 2011 International Conference on Business and Economics Research, Piraeus, Greece.
   Google Scholar
• Žabkar, V., Brenčič, M. M., & Dmitrović, T. (2010). Modeling perceived quality, visitor satisfaction and behavioral intentions at the destination level. Tourism Management, 31(4), 537–546.
   Web of Science ®Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
   Web of Science ®Google Scholar
• Zikmund, W. G. (2003). Business research methods (7th ed.). Mason, OH: Thomson/South-Western.
   Google Scholar