Margaret Mary Hume

The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts

Purpose – Organizations must base success on consumer retention predicated on the consumers desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.Design/methodology/approach – A survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.Findings – Results indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, w...

Understanding core and peripheral service quality in customer repurchase of the performing arts

Purpose – This research models the interrelationship of service quality (SQ) for core and peripheral service, perceived value and satisfaction to establish a system of relationship that predicts repurchase intention (RI) in a performing arts context. Business researchers in services understand that organizations must base success on consumer retention. With increased competition and dwindling funding, the performing arts have more constraints in managing and designing customer retention programs. Knowledge of the predictors of customer judgments in re‐purchase intention is undeveloped in the performing arts sector positioning both academic and practical research as warranted. This paper aims to fill this gap.Design/methodology/approach – A survey instrument customized to the performing arts was administered to a sample of 273 past and present performing arts audience members and examined using structural equation modeling.Findings – Results indicate that customers determine their re‐purchase intention bas...

Satisfaction in performing arts: the role of value?

Purpose – The aim of this paper is to report on the structure and relationships between value and satisfaction in a cultural performing arts setting to identify the structure of satisfaction in the performing arts context.Design/methodology/approach – This paper examines customer attitudes to value, show experience quality and peripheral service quality in a high arts setting by using a questionnaire. The pool of questions used the most recent scale measures for constructs in the area of services, in particular experiential services. The data are tested using AMOS 5.0 structural equation modelling.Findings – This paper reports that value mediates the relationship of show experience quality and peripheral service quality to satisfaction and the direct link of these pathways to satisfaction was not significant. This research supports the notion that customers determine service satisfaction based on attribute performance of the show and peripheral service aspects, and derive value from this.Practical implica...

Understanding the Role of Involvement in Customer Repurchase of the Performing Arts

This article examines a system of interrelationships including involvement, service quality for core and supplementary service, value and satisfaction to repurchase intention in a performing arts context. There is little research that examines in detail the impact of involvement on repurchase intention in this context. A survey instrument customized to the performing arts was administered to a sample of 273 past and present performing arts audience members and examined using structural equation modeling. Results indicate that while customers determine their re‐purchase intention based on both core and supplementary service quality, mediated by value and satisfaction there is a direct and positive relationship of involvement and each of the other constructs in the model. This substantiates involvements impact at all stages of consumption and re‐purchase intent in this context.