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dc.contributor.authorJaimangal-Jones, Dewi
dc.contributor.authorFry, Jonathan
dc.contributor.authorHaven-Tang, Claire
dc.date.accessioned2018-02-08T12:50:40Z
dc.date.available2018-02-08T12:50:40Z
dc.date.issued2018-03-05
dc.identifierhttps://repository.cardiffmet.ac.uk/bitstream/id/30737/Exploring%20industry%20priorities%20regarding%20customer%20satisfaction%20and%20implications%20for%20event%20evaluation.pdf
dc.identifier.citationJaimangal-Jones, D., Fry, J. and Haven-Tang, C. (2018) 'Exploring industry priorities regarding customer satisfaction and implications for event evaluation', International Journal of Event and Festival Management, 9 (1) pp.51-66en_US
dc.identifier.issn1758-2954
dc.identifier.urihttp://hdl.handle.net/10369/9262
dc.descriptionThis article was published in International Journal of Event and Festival Management on 05 March 2018 (online), available at https://doi.org/10.1108/IJEFM-06-2016-0044en_US
dc.description.abstractThis paper explores the priorities of event organisers and venue managers in terms of evaluation criteria and avenues for advancing the development and implementation of banks of questions regarding customer satisfaction evaluation. The results presented are based on a questionnaire distributed to a sample of event organisers and venue managers which sought to identify their priorities with regards to customer satisfaction feedback. Findings show that a significant proportion of respondents had never undertaken formal evaluation, citing time and resources as the key barriers. In addition, a wide range of satisfaction related criteria were rated as important, with the most valued criteria often related to generalised areas, but failing to consider the motivations of individuals for event attendance, which also appears as a gap within evaluation literature. The research findings indicate that developing banks of evaluation questions is a complex task, due to the number of potential variables in terms of events and audiences. In linking the priority areas identified by the respondents with evaluation literature and event attendee motivations this paper proposes alternative ways of structuring and utilising banks of evaluation questions linked to attendee profiles and motivations. Its central premise is that evaluation of consumer satisfaction should be led by consumer motivations and expectations if it is to be viable, meaningful and aid future event development and enhancement. This raises many questions and avenues for future research, to progress the area of logistically feasible evaluation, which generates rich and meaningful data.en_US
dc.language.isoenen_US
dc.publisherEmeralden_US
dc.relation.ispartofseriesInternational Journal of Event and Festival Management;
dc.subjectEvent evaluation, attendee motivations, customer satisfaction, event organisers, questionnaires, surveysen_US
dc.titleExploring industry priorities regarding customer satisfaction and implications for event evaluationen_US
dc.typeArticleen_US
dc.typeacceptedVersion
dcterms.dateAccepted2017-10-14
rioxxterms.versionAMen_US
rioxxterms.versionofrecordhttps://doi.org/10.1108/IJEFM-06-2016-0044
rioxxterms.licenseref.urihttp://www.rioxx.net/licenses/all-rights-reserveden_US
rioxxterms.licenseref.startdate2018-02-08
rioxxterms.publicationdate2018-03-05
dc.date.refFCD2018-02-08


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