...Trent James Davis; Miguel I. Gomez Purpose The purpose of this paper is to identify the drivers of customer satisfaction (CS) and sales performance at wineries in the Finger Lakes region of New York State in the context of changes winery tasting rooms implemented due to the COVID-19 pandemic...

... intentions Customer satisfaction Consumer behaviour Experience Brewing Partial least squares structural equation modelling Beer festival Event experience scale Gastronomic event Cognitive engagement refers to experiences related to awareness, perception, memory, learning, judgement...

.... The assurance construct was not significantly related to customer satisfaction and was not included in the IPMA analysis. Originality/value The approach provides an easy to use and visual tool for wineries to assess the importance and performance of the various service quality elements. The tool provides...

... of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach...

... Value, 5.22 per cent. Globally, the majority reveals that both parties are interested in evaluating the potential of the relationship in a long-term perspective (Table III). Relationship quality Experience Wines Customer satisfaction Consumer satisfaction Word-of-mouth Prestige Wine brand...

... of the vinotype theory suggests that it is reasonable to consider adopting the vinotypic approach. Businesses that sell wine can have their sales and service staff use the vinotypic approach to assist consumers in selecting wines the consumer will find delicious. This should lead to customer satisfaction...

..., specifically the development of marketing and branding strategies, and as a method for normative product/brand differentiation in a competitive marketplace. Market segmentation Pricing Customer satisfaction Survey research Experiment Another reason that individuals may be predisposed to PE...

... analysed to understand the impact of different variables through a qualitative business dynamic model. Findings – Customer satisfaction and number of customers are key performance factors for on-premise wine trade business. Customer satisfaction is driven by servicescape, wine lists and front-line...

...Marin Shapiro; Miguel I. Gómez 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...

... to empirically test customer perceived value in a cellar door setting. © Emerald Group Publishing Limited 2007 Customer satisfaction Consumer behaviour Selling methods Wines Wine tourism has emerged as an increasingly important area of tourism in many countries in the world (Hall et al...

... than just attitudinal. Originality/value Provides information resulting from research on disconfirmation of expectations. François d'Hauteville can be contacted at: hautevil@ensam.inra.fr © Emerald Group Publishing Limited 2007 Quality Customer satisfaction Expectation Wines...

...Linda I. Nowak; Sandra K. Newton Purpose The purpose of this research is to determine if positive affect, in combination with product quality, fair pricing, and customer‐focused operations leads to higher levels of customer satisfaction and repurchase intentions. Design/methodology/approach...

... believe in the importance of non‐financial performance measures, especially in the areas of process/product quality and overall customer satisfaction. On average, less than half the wineries are actually measuring for these factors. Also, while some wineries measure non‐financial performance, they then do...