Predicting Exhibitor Levels of Satisfaction in a Large Convention Center

Authors: Breiter, Deborah; Milman, Ady

Source: Event Management, Volume 10, Number 2, 2007 , pp. 133-143(11)

Publisher: Cognizant Communication Corporation

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Abstract:

The objectives of this research project were to identify tangible and intangible elements of service that exhibitors encounter while they participate in a tradeshow, to rank their relative importance, and to measure to what extent these service elements were delivered by a convention center. By understanding the importance/performance aspects of service from the customers' perspective, and the performance gaps, convention centers will be able to design and implement quality service assurance programs to maintain a competitive edge in the marketplace. Additionally, this project sought to identify predictors of exhibitor satisfaction and intent to exhibit again at the facility.

Keywords: EXHIBITOR SATISFACTION; SERVICE ELEMENTS; CONVENTION CENTER; FUTURE INTENT

Document Type: Research article

Publication date: 2007-04-01

More about this publication?

Event Management, an International Journal, intends to meet the research and analytic needs of a rapidly growing profession focused on events. This field has developed in size and impact globally to become a major business with numerous dedicated facilities, and a large-scale generator of tourism. The field encompasses meetings, conventions, festivals, expositions, sport and other special events. Event management is also of considerable importance to government agencies and not-for-profit organizations in a pursuit of a variety of goals, including fund-raising, the fostering of causes, and community development.