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

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  • 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," EconStor Conference Papers 215864, ZBW - Leibniz Information Centre for Economics.
    • Handle: RePEc:zbw:esconf:215864
    DOI: 10.5281/zenodo.3756061
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    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
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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