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Effect of Service Quality on Corporate Performance, Customer Satisfaction and Intention : Focus on Outsourcing of Exhibition/Convention Industry

서비스품질이 기업성과, 고객만족 및 의도에 미치는 영향 : 전시컨벤션 산업의 아웃소싱을 중심으로

  • 이병호 (호서대학교 벤처전문대학원 정보경영학과) ;
  • 전인오 (호서대학교 벤처전문대학원 정보경영학과)
  • Received : 2011.12.09
  • Accepted : 2011.01.06
  • Published : 2012.01.28

Abstract

Holding conventions and exhibitions are deemed as a highly valued-added services. The conventions and exhibitions industry (CEI) contributes to the development of the region in which the venues are located by creating jobs, boosting the local economics, attracting dollars and increasing tax incomes. At the same time, the international awareness of the region rises after holding an international exhibition or convention. This study investigated the effects of outsourcing services quality that employed by corporations organizing conventions and exhibitions on business performance and customer satisfaction of organizing corporations. It was found that many convention organizing corporations relied on outsourcing services for the most of the process. Given that the staff members of outsourcing companies serve as the major source of services for events, the quality of their services has much effects on the business results of hiring corporations. In this study, major factors influencing the service quality and the importance of the service quality were addressed. And the ideas for effective method for controlling the outsourcing sources were also suggested for hiring corporations and outsourcing companies.

Keywords

Exhibition and Convention;Service Quality;Corporate Performance;Customer Satisfaction

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