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

    Authors

    D. Breiter;A. Milman

    Comments

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    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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