Rock on! An elementary model of customer satisfaction with musical performances

Abstract

Local and regional entertainers typically perform without a star performer or national recognition. These performers are often an incidental backdrop for the festivities. Is audience satisfaction with the group more than a summation of the satisfaction with individual performers; do factors surrounding the performance aid in determining audience satisfaction? Answers to these questions may allow event planners to engage performers likely to increase event success. This paper develops a model of audience satisfaction with live performances, which began using a theory developed by Grove et al. in 1992. This theory was modified as a result of further conceptualization, qualitative data analysis, and survey results. Results suggest consumers judge performances as the sum of several components, including both elements of the performance and the setting.

Citation

Minor, M.S., Wagner, T., Brewerton, F.J. and Hausman, A. (2004), "Rock on! An elementary model of customer satisfaction with musical performances", Journal of Services Marketing, Vol. 18 No. 1, pp. 7-18. https://doi.org/10.1108/08876040410520672