...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...

... Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Satisfaction South Africa Alcoholic drinks Behavioural intentions Customer satisfaction Consumer behaviour Experience Brewing Partial least squares structural equation modelling Beer festival Event...

.... 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...

... with the wine sector. Relationship quality Experience Wines Customer satisfaction Consumer satisfaction Word-of-mouth Prestige Wine brand image Wine brand prestige Wine consumer experience Wine image The wine market today is much more complex than in the previous centuries, with different...

... 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...

... Pricing Customer satisfaction Survey research Experiment GFK Roper Consulting (2007) found that 40 per cent of Americans are willing to pay for PE products because the perception of such purchase benefits the environment, 55 per cent state PE products are not better for the environment and 74...

... 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...

... of perceived value in the majority of these studies. In the only study that examined the mediating impact of customer satisfaction and utilised a multi‐dimensional measure of perceived value (Petrick, 2004), partial mediation was found. Given this study's vine cellar door context also constitutes...

...' taste acceptability of new products. François d'Hauteville can be contacted at: hautevil@ensam.inra.fr © Emerald Group Publishing Limited 2007 Quality Customer satisfaction Expectation Wines France The concept of expectation and perceived quality has been the subject...

...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...