Communication and hands-on problem resolution: A case study in event management

Michelle R. Holm, University of Central Florida
Deborah Breiter, University of Central Florida


The meeting, incentive, convention and exhibition industry (MICE) is made up of planners who work for corporations, associations, and other types of organizations, and suppliers who provide a variety of services to them. The service provider’s ability to deliver quality service to planners is essential for successful event production. The role of a destination management company (DMC), one type of provider, is explored in this case study using the theoretical underpinning of social exchange theory. The company and brief description of the parties involved in the event are presented, followed by a detailed description of the event and discussion questions.