Table 1.
ZERS questionnaire layout with items for each specific drive. The complete questionnaire is available in supplementary materials (S1).
| Drivers Category | Specific Driver | N. | Item |
|---|---|---|---|
| FUNCTIONAL DRIVERS |
PERFORMANCE (PERF) | 17 | Zoos are committed to guaranteeing high standards of animal welfare |
| 18 | Zoos educate their visitors about wildlife conservation | ||
| 19 | Zoos do scientific research | ||
| 21 | Zoos dedicate themselves to conservation projects in the wild | ||
| 31 | Zoos are going to become a bigger reality in the future | ||
| PRODUCT AND SERVICE (PR_SR) |
12 | Zoos enable a direct experience of wild animals | |
| 20 | The time spent in zoos is a good value for the money spent on the ticket | ||
| 27 | Zoos’ staff helped me in having a nice day at the zoo | ||
| WORKPLACE (WORKP) |
24 | Zoos’ staff is passionate about their job | |
| 25 | Zoos are well managed | ||
| 26 | Zoos are good companies to work for | ||
| MOTIVATIONAL DRIVERS |
VISION (VISION) |
34 | Zoos make unclear and undefined promises |
| 35 | Zoos have excellent management | ||
| 36 | Zoos clearly explain their goals and their mission | ||
| 34 | Zoos make unclear and undefined promises | ||
| 35 | Zoos have excellent management | ||
| ETHICAL RESPONSIBILITY (ETR) |
23 | Zoos act in a transparent and ethical way | |
| 33 | Zoos are open and transparent about the way they operate | ||
| 37 | Zoos are accurate when disseminating information | ||
| 38 | Zoos do what they say they are going to do | ||
| 39 | Zoos are dishonest and false in their communications | ||
| SOCIAL RESPONSIBILITY (SOCRES) |
29 | Zoos are environmentally responsible organizations | |
| 30 | Zoos support good causes | ||
| 32 | Zoos handle their animals in a responsible way | ||
| RELATIONAL DRIVERS |
FAMILIARITY (FAM) |
1–5 | How many times have you visited the following facilities in the last 12 months? Zoos Aquariums Natural parks and reserves Safari parks Other facilities that house wild animals |
| 6 | Rate your degree of familiarity with zoos | ||
| EMOTIONAL APPEAL (EMA) |
8 | I trust zoos | |
| 9 | I have negative feelings towards zoos | ||
| 10 | Zoos have a good reputation | ||
| 11 | I admire and respect zoos | ||
| 13–16 | How frequently do you feel each of these emotions when thinking about animal extinctions? Worried Alarmed Unconcerned Hopeful |
||
| 52 | I will leave feedback about how the zoo can be improved | ||
| 53 | If a zoo has to face a problem, I trust it will make the right choice | ||
| LOYALTY (LOY) |
7 | Do you have a season ticket or a membership pass for a zoo? | |
| INTENTION TO PURCHASE (ITP) |
49 | What’s the likelihood that you will visit zoos in the future? | |
| THIRD-PARTY INFLUENTIAL DRIVERS |
KNOWLEDGE (KNOW) |
22 | Are animals in zoos taken from the wild? |
| POSITIVE WORD OF MOUTH (PWM) |
50 | I will suggest to a friend to go to zoos | |
| 51 | I will say positive things about zoos |