Service Quality at the Cellar Door: A Comparison Between Regions

Martin O’Neill

49 citations0/0 files storedInternational Journal of Wine Marketing

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Wine Industry and Tourism Customer Service Quality and Loyalty Culinary Culture and Tourism

Abstract

The provision of service at the cellar door is now beginning to attract some attention, which is critical given that wine tourism is a very lucrative industry with the ability to generate substantial wealth and growth. This paper develops the application of the SERVQUAL research approach, already used in Margaret River, and applies it to the Barossa Valley. It outlines the results of a survey in the latter region, and draws some comparative conclusions with the Western Australian data. It produces some conclusions about those features deemed important by visitors in their overall satisfaction ratings of the cellar door experience including the impact of that experience on subsequent purchase behaviour, and it also highlights some of the differences between wine tourists in the two states.

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References

1997Perceptual Dififerences Among Visitor Groups to Wineries 2000Service quality at the cellar door: implications for Western Australia’s developing wine tourism industry 1999Education in a West Australian Wine Tourism Context

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