IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/93933.html
   My bibliography  Save this paper

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

Author

Listed:
  • Chatzigeorgiou, Chryssoula
  • Christou, Evangelos
  • Simeli, Ioanna

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.

Suggested Citation

  • Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," MPRA Paper 93933, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:93933
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/93933/1/MPRA_paper_93933.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Chatzigeorgiou, Chryssoula & Christou, Evangelos, 2016. "Destination branding and visitor brand loyalty: Evidence from mature tourism destinations in Greece," MPRA Paper 93897, University Library of Munich, Germany.
    2. Žabkar, Vesna & Brenčič, Maja Makovec & Dmitrović, Tanja, 2010. "Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level," Tourism Management, Elsevier, vol. 31(4), pages 537-546.
    3. Oliver, Richard L. & Winer, Russell S., 1987. "A framework for the formation and structure of consumer expectations: Review and propositions," Journal of Economic Psychology, Elsevier, vol. 8(4), pages 469-499, December.
    4. Oliver, Richard L. & Bearden, William O., 1985. "Disconfirmation processes and consumer evaluations in product usage," Journal of Business Research, Elsevier, vol. 13(3), pages 235-246, June.
    5. Bezerra, George C.L. & Gomes, Carlos F., 2015. "The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport," Journal of Air Transport Management, Elsevier, vol. 44, pages 77-81.
    6. Chatzigeorgiou, Chryssoula & Christou, Evangelos, 2016. "Destination branding and visitor loyalty: Evidence from mature tourism destinations in Greece," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 11(5), pages 102-120.
    7. Liu, Hui-Chi (Rio) & Jing, Pu-Han (Anderson) & Chiu, Yu-Yin (Joe), 2015. "Investigating wedding quality characteristics: Evidence from Kaohsiung," MPRA Paper 77407, University Library of Munich, Germany, revised 16 Sep 2015.
    8. Küçükaltan, Ebru Günlü & Pirnar, Ige, 2016. "Competitiveness factors of a tourism destination and impact on residents’ quality of life: The case of Cittaslow-Seferihisar," MPRA Paper 77464, University Library of Munich, Germany, revised 22 Apr 2016.
    9. Hanly, Paul A., 2012. "Measuring the economic contribution of the international association conference market: An Irish case study," Tourism Management, Elsevier, vol. 33(6), pages 1574-1582.
    10. Nella, Athina & Christou, Evangelos, 2016. "Extending tourism marketing: Implications for targeting the senior tourists’ segment," MPRA Paper 77468, University Library of Munich, Germany, revised 07 Apr 2016.
    11. Volgger, Michael & Pechlaner, Harald & Pichler, Sabine, 2017. "The practice of destination governance: A comparative analysis of key dimensions and underlying concepts," MPRA Paper 87886, University Library of Munich, Germany.
    12. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    13. Sotiriadis, Marios & Shen, Shiwei, 2017. "The contribution of partnership and branding to destination management in a globalized context: The case of the UNWTO Silk Road Programme," MPRA Paper 88145, University Library of Munich, Germany.
    14. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    15. Martins, Marco, 2016. "Gastronomic tourism and the creative economy," MPRA Paper 87883, University Library of Munich, Germany.
    16. Chatzigeorgiou, Chryssoula, 2017. "Modelling the impact of social media influencers on behavioural intentions of millennials: The case of tourism in rural areas in Greece," MPRA Paper 87916, University Library of Munich, Germany.
    17. Chatzigeorgiou, Chryssoula & Simeli, Ioanna, 2017. "Perception of service quality in agrotourism accommodations: Impact on guest loyalty and re-visit intentions," MPRA Paper 87914, University Library of Munich, Germany.
    18. Kido-Cruz, Antonio, 2016. "Tourism multipliers in the Mexican economy," MPRA Paper 77654, University Library of Munich, Germany, revised 27 Nov 2016.
    19. Michael Volgger & Harald Pechlaner & Sabine Pichler, 2017. "The practice of destination governance: A comparative analysis of key dimensions and underlying concepts," Post-Print hal-02492809, HAL.
    20. Slak Valek, Nataša, 2015. "Tourism expenditure according to mode of transportation: A comparative study between 2009 and 2012," MPRA Paper 77406, University Library of Munich, Germany, revised 07 Oct 2015.
    21. Revilla Hernández, Mercedes & Santana Talavera, Agustín & Parra López, Eduardo, 2016. "Effects of co-creation in a tourism destination brand image through twitter," MPRA Paper 77595, University Library of Munich, Germany, revised 21 Nov 2016.
    22. Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.
    23. Zafiropoulos, Kostas & Vrana, Vasiliki & Antoniadis, Konstantinos, 2015. "Use of twitter and Facebook by top European museums," MPRA Paper 77408, University Library of Munich, Germany, revised 07 Nov 2015.
    24. Valeri, Marco, 2015. "Networking and cooperation practices in the Italian tourism business," MPRA Paper 77465, University Library of Munich, Germany, revised 28 Apr 2016.
    25. Nicholas D. Theodorakis & Kostas Alexandris & Nikolaos Tsigilis & Serafim Karvounis, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Taylor & Francis Journals, vol. 16(1), pages 85-96, January.
    26. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Kassianidis, Panagiotis & Sigala, Marianna, 2009. "Examining the Relationship between Emotions, Customer Satisfaction and Future Behavioral Intentions in Agrotourism," MPRA Paper 25355, University Library of Munich, Germany, revised 28 Sep 2009.
    27. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2015. "Spectator emotions: Effects on quality, satisfaction, value, and future intentions," Journal of Business Research, Elsevier, vol. 68(7), pages 1445-1449.
    28. Wei, Wei & Lu, Ying (Tracy) & Miao, Li & Cai, Liping A. & Wang, Chen-ya, 2017. "Customer-customer interactions (CCIs) at conferences: An identity approach," Tourism Management, Elsevier, vol. 59(C), pages 154-170.
    29. Almeyda-Ibáñez, Marta & George, Babu P., 2017. "The evolution of destination branding: A review of branding literature in tourism," MPRA Paper 87884, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," EconStor Conference Papers 215864, ZBW - Leibniz Information Centre for Economics.
    2. Chatzigeorgiou, Chryssoula & Simeli, Ioanna, 2017. "Perception of service quality in agrotourism accommodations: Impact on guest loyalty and re-visit intentions," MPRA Paper 87914, University Library of Munich, Germany.
    3. Christou, Evangelos & Chatzigeorgiou, Chryssoula & Simeli, Ioanna, 2018. "Destination branding and visitor loyalty: The case of agrotourism," MPRA Paper 98791, University Library of Munich, Germany.
    4. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2019. "Confidence and loyalty for agrotourism brands: The Lesvos paradigm," MPRA Paper 93898, University Library of Munich, Germany.
    5. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2019. "Confidence and loyalty for agrotourism brands: The Lesvos paradigm," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 14(1), pages 151-166.
    6. Johnson, Catherine & McLaughlin, James, 2020. "Tourism branding and promotion: A critical approach," MPRA Paper 100706, University Library of Munich, Germany.
    7. Chenini, Abderrahim & Touaiti, Mustapha, 2017. "Building Destination Loyalty Using Tourist Satisfaction and Destination Image: A Holistic Conceptual Framework," MPRA Paper 90639, University Library of Munich, Germany, revised 16 May 2018.
    8. Longman, John & Williams, Timothy, 2020. "Tourism destination branding through advertising strategies," MPRA Paper 99367, University Library of Munich, Germany.
    9. Fotiadis, Anestis, 2018. "Modelling wedding marketing strategies: An fsQCA Analysis," MPRA Paper 88249, University Library of Munich, Germany.
    10. Gartner, Simone & Nicholson, Alexander & Christou, Eleftherios, 2020. "Tourism marketing and distribution through social media: Assessing business economic performance," MPRA Paper 99194, University Library of Munich, Germany.
    11. Mombeuil, Claudel, 2018. "Interaction from tourism development in Port-au-Prince, Haiti," MPRA Paper 88204, University Library of Munich, Germany.
    12. Chatzigeorgiou, Chryssoula & Christou, Evangelos, 2016. "Destination branding and visitor brand loyalty: Evidence from mature tourism destinations in Greece," MPRA Paper 93897, University Library of Munich, Germany.
    13. Pirnar, Ige & Kurtural, Sinem & Tutuncuoglu, Melih, 2019. "Festivals and destination marketing: An application from Izmir City," MPRA Paper 93520, University Library of Munich, Germany.
    14. Ige Pirnar & Sinem Kurtural & Melih Turkey, 2019. "Festivals and destination marketing: An application from Izmir City," Post-Print hal-02458450, HAL.
    15. Magadán-Díaz, Marta & Sotiriadis, Marios & Rivas-García, Jesús, 2019. "Drivers of eco-innovation in the Spanish hospitality industry," MPRA Paper 94090, University Library of Munich, Germany.
    16. Chatzigeorgiou, Chryssoula & Christou, Evangelos, 2020. "Adoption of social media as distribution channels in tourism marketing: A qualitative analysis of consumers’ experiences," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 6(1), pages 25-32.
    17. Huang, Tzu-Wei (Arwen) & Tseng, Wan-Yu (Quentina) & Lin, Jing-Yao (Jerry) & Tay, Ching-Xiong (Dennis), 2017. "Investigating casino event management integration: The case of East and South Asia casinos," MPRA Paper 87915, University Library of Munich, Germany.
    18. Giannopoulos, Antonios & Skourtis, George & Kalliga, Alexandra & Dontas-Chrysis, Dimitrios-Michail & Paschalidis, Dimitrios, 2020. "Co-creating high-value hospitality services in the tourism ecosystem: Towards a paradigm shift?," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 6(2), pages 3-11.
    19. Christou, Evangelos & Chatzigeorgiou, Chryssoula & Simeli, Ioanna, 2018. "Destination branding and visitor loyalty: The case of agrotourism," EconStor Conference Papers 215863, ZBW - Leibniz Information Centre for Economics.
    20. Hernandez-Maskivker, Gilda & Ferrari, Sonia & Cruyt, Aurélie Nathalie J., 2019. "Exploring community stakeholders’ perceptions of mass tourism: the case of Bruges," MPRA Paper 94223, University Library of Munich, Germany.

    More about this item

    Keywords

    conference marketing; delegate satisfaction; service quality; future behavioural intentions;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:93933. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.