| Title |
A Conceptual Model of Perceived Service Quality, Customer Satisfaction and Loyalty of Exhibition Visitors |
| ID_Doc |
77653 |
| Authors |
Zhang, YL |
| Title |
A Conceptual Model of Perceived Service Quality, Customer Satisfaction and Loyalty of Exhibition Visitors |
| Year |
2012 |
| Published |
|
| DOI |
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| Abstract |
Along with the rapid development of the Chinese exhibition industry, business competition increase continuously. In the era of service economy, the concerns of Customers have transferred from products to services. In order to occupy a greater share of the market, increasingly more exhibition enterprises start paying attention to the service quality management, which will improve the competitiveness of enterprises and promote corporate sustainable development. The service quality of the exhibition industry has aroused extensive attention in tourism academics. In this paper, the author established a conceptual framework on the relationship among the perceived service quality, Customer satisfaction and loyalty of exhibition visitors, and set up hypotheses on the relationships of a series of key variables, i.e. the perceived quality of visitors on service environment, service facilities, service reliability and service personnel have positive impacts on their satisfaction and loyalty; while visitors' satisfaction rate has positive impacts on their loyalty to specific exhibition events. |
| Author Keywords |
Perceived Service Quality; Customer Satisfaction; Customer Loyalty; Exhibitions |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Conference Proceedings Citation Index - Social Science & Humanities (CPCI-SSH) |
| EID |
WOS:000315311500002 |
| WoS Category |
Environmental Studies; Hospitality, Leisure, Sport & Tourism |
| Research Area |
Environmental Sciences & Ecology; Social Sciences - Other Topics |
| PDF |
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