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

Chryssoula Chatzigeorgiou, Evangelos Christou and Ioanna Simeli

MPRA Paper from University Library of Munich, Germany

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.

Keywords: conference marketing; delegate satisfaction; service quality; future behavioural intentions (search for similar items in EconPapers)
JEL-codes: L83 M10 M31 (search for similar items in EconPapers)
Date: 2017-02-06
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (40)

Published in 5th International Conference on Contemporary Marketing Issues ICCMI, June 21-23, 2017 Thessaloniki, Greece (2017): pp. 532-544

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