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    A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors

    Access Status
    Fulltext not available
    Authors
    Taplin, Ross
    Rodger, K.
    Moore, S.
    Date
    2016
    Type
    Journal Article
    
    Metadata
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    Citation
    Taplin, R. and Rodger, K. and Moore, S. 2016. A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors. Leisure Sciences: an interdisciplinary journal. 38 (2): pp. 140-160.
    Source Title
    Leisure Sciences: an interdisciplinary journal
    DOI
    10.1080/01490400.2015.1077178
    ISSN
    0149-0400
    School
    School of Accounting
    URI
    http://hdl.handle.net/20.500.11937/51105
    Collection
    • Curtin Research Publications
    Abstract

    © 2016 Taylor & Francis Group, LLC.Providing visitors with satisfying experiences is integral to park management. Research has inferred the determinants of satisfaction and loyalty through theorizing, observational studies, and statistical correlations. This article advocates randomized experiments as a complementary method for testing the causal effect of selected management interventions that change service quality on satisfaction and loyalty. An experiment using ranger presence and enhanced toilets in a West Australian national park is used to illustrate the approach. The presence of rangers caused significantly improved satisfaction with rangers, related service quality attributes, and overall satisfaction, but not loyalty. Enhancing toilets had nonsignificant impacts. These results strongly suggest the need for further visitor-focused experimental research to complement the growing body of research in national parks investigating the complex relationship among service quality, satisfaction, and loyalty.

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