Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/215864 
Year of Publication: 
2017
Citation: 
[Editor:] Sarmaniotis, C. [Editor:] Wright, G. [Title:] Proceedings of ICCMI 2017, Thessaloniki, Greece, 21-23 June 2017 [ISBN:] 978-960-287-156-0 [Publisher:] Alexander Technological Institute of Thessaloniki [Place:] Thessaloniki [Year:] 2017 [Pages:] 532-544
Publisher: 
Alexander Technological Institute of Thessaloniki, Thessaloniki
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.
Subjects: 
conference marketing
delegate satisfaction
service quality
future behavioural intentions
JEL: 
L83
Z33
M31
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Conference Paper
Document Version: 
Accepted Manuscript (Postprint)
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