Title

Attendees' needs and service priorities in a large convention center: Application of the importance-performance theory

Authors

Authors

D. Breiter;A. Milman

Comments

Authors: contact us about adding a copy of your work at STARS@ucf.edu

Abbreviated Journal Title

Tourism Manage.

Keywords

conventions; convention centers; importance-performance theory; Environmental Studies; Hospitality, Leisure, Sport & Tourism; Management

Abstract

The study identified attendees' needs and service priorities when attending an exhibition at a large convention center. Data was collected using self-administered questionnaires from 566 subjects attending five different exhibitions. The results indicated that overall cleanliness of the convention center, a well-maintained facility, and helpfulness of guest services personnel were top priorities for attendees regarding the convention center's facility services. Attendees also attributed high importance to the following features of the convention facility: directional signage within the convention center, availability of high quality lodging near the convention center, sufficient restrooms throughout the facility, and ability to get cell phone signal. Furthermore, statistically significant differences were found between the level of importance and performance of the majority of the facility services and features of the convention center. Implications for decision makers regarding these importance-performance gaps are discussed. (c) 2005 Elsevier Ltd. All rights reserved.

Journal Title

Tourism Management

Volume

27

Issue/Number

6

Publication Date

1-1-2006

Document Type

Article

Language

English

First Page

1364

Last Page

1370

WOS Identifier

WOS:000240889900023

ISSN

0261-5177

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