Predicting Exhibitor Levels of Satisfaction in a Large Convention Center (original) (raw)

Event Management, 2007

Abstract

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.

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