Munich Personal RePEc Archive

Delegate satisfaction from conference service quality and its impact on future behavioural intentions

Chatzigeorgiou, Chryssoula and Christou, Evangelos and Simeli, Ioanna (2017): Delegate satisfaction from conference service quality and its impact on future behavioural intentions. Published in: 5th International Conference on Contemporary Marketing Issues ICCMI, June 21-23, 2017 Thessaloniki, Greece (21 July 2017): pp. 532-544.

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Abstract

This study presents the development of a conceptual model that demonstrates the dynamic nature of the relationship between service quality and delegate satisfaction in the conference sector, based on theories derived from social psychology and previous research in the marketing, management, and services literature. The model was tested using sample data from delegates of four different academic conferences and was modified as a result of empirical results. The final model improves understanding of the relationship between service quality and delegate satisfaction because these constructs were examined from the process perspective of a conference experience; it portrays service quality and satisfaction in the context of a complete system.

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