The relationship between familiarity and expectations

Higgs, Bronwyn and Ringer, Allison (2005) The relationship between familiarity and expectations. In: Australia New Zealand Marketing Academy Conference, 5-7 Dec 2005, Freemantle, WA.


This study examines the effects of prior experience in the context of cultural arts services. It is an exploratory study designed to investigate the role familiarity plays in shaping visitor expectations. A cross-sectional sample of novice and experienced visitors to a major art exhibition was conducted to investigate expectations, perceptions and service quality. Although the results were inconclusive, the findings provide some support for the proposition that novices have more fragmented expectations in certain dimensions

Item type Conference or Workshop Item (Paper)
Subjects Historical > RFCD Classification > 350000 Commerce, Management, Tourism and Services
Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Keywords expectations, service quality, familiarity, involvement, consumer behaviour
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