Customer satisfaction and sales performance in wine tasting rooms

Marin Shapiro · Miguel Ignacio Gomez

48 citations0/0 files storedInternational Journal of Wine Business Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Wine Industry and Tourism Customer Service Quality and Loyalty Consumer Retail Behavior Studies

Abstract

Purpose – The purpose of this paper is to study the linkages between customer satisfaction (CS) and sales performance among wineries in New York State's Finger Lakes region. Design/methodology/approach – A survey instrument was used to collect data from visitors to winery tasting rooms in the Finger Lakes. Responses from 457 visitors were collected from nine wineries during the period June 2010 through November 2010. The authors used a factor analysis to identify the primary drivers of CS. Then, the authors modeled the relationship between these drivers and overall CS and assessed the impact of CS on sales, purchase and repurchase intentions. Findings – The authors found five principal drivers of CS: ambience, tasting protocol, service, retail execution, and tasting experience. Of these, ambience and service exerted the most influence on overall CS. Furthermore, as expected, CS significantly influences purchase intentions, the amount of dollars spent and quantity purchased. Practical implications – The results provide valuable information to winery tasting room managers/owners on measures they can use to improve sales performance. Identifying attributes of the tasting room that generate a positive customer reaction can help winery managers/owners make profit-maximizing decisions. Originality/value – While the links between CS and sales performance have been established in other product sectors, few studies have focused on a comprehensive assessment of CS and sales performance in wine tasting rooms.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 48 citations exist upstream.

References

1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1994Putting the Service-Profit Chain to Work 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden 1995The Structure of Commitment in Exchange 1995Return on Quality (ROQ): Making Service Quality Financially Accountable 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction

Cited by

2016Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience 2016A resource-based view of the firm and micro and small Italian wine firms 2019Terroir wine festival visitors: uncorking the origin of behavioural intentions 2022A Cross-Cultural Comparison of New Implemented Sustainable Wine Tourism Strategies during the COVID-19 Crisis 2023Satisfaction and Dissatisfaction in Wine Tourism: A User-Generated Content Analysis

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.