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- W2059099072 abstract "The provision of outdoor adventure watersports for young people is a complex service task, where participants' heterogeneous needs must be carefully managed. Research into the quality of this experience and its management is limited, quantitative, lacking a clear theoretical and empirical underpinning, and typically presents an adult perspective of young people's needs. This study draws on the conceptual basis for SERVQUAL and elicits rich, qualitative data directly from watersports participants, employees and management at an outdoor adventure centre, and evaluates how service quality and customer satisfaction are managed in that specific context. The critical influences on participants' experiences are instructors' behaviour and attitude through their 'intrinsic service values', participants' interactions with one another in their own peer 'socialscape' and their own performance in developing skilled and hedonic consumption of watersports. The SERVQUAL conceptual gap model is reconceptualised as the more appropriate ADVENTUREQUAL conceptual gap model, for investigating young people's outdoor adventure watersports." @default.
- W2059099072 created "2016-06-24" @default.
- W2059099072 creator A5012748464 @default.
- W2059099072 date "2009-01-01" @default.
- W2059099072 modified "2023-09-27" @default.
- W2059099072 title "ADVENTUREQUAL: an extension of the SERVQUAL conceptual gap model in young people's outdoor adventure" @default.
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