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| Author: | Oh, H. Kim, H-C. Hong, K-W. |
| Title: | A dynamic perspective of meeting planners' satisfaction: toward conceptualization of critical relevancy |
| Journal: | Tourism Management
2009 : AUG, VOL. 30:4, p. 471-482 |
| Index terms: | meetings event marketing dynamic models performance appraisal hotel and catering industry |
| Language: | eng |
| Abstract: | The authors study a dynamic aspect of meeting planners' satisfaction process by utilizing a large corporate dataset. As conceptual background, the analysis concentrates on applicability of order effects, such as behavioral primacy and recency, and suggests an alternative theory, conceptualized as critical relevancy, to explain dynamics of meeting planners' satisfaction. The structure and analysis of the direct and indirect effects of a hotel's meeting service performance are also unveiled in a dynamic framework. Findings imply that, of the four phases (i.e., the sales, pre-event, event, and post-event) of dynamic meeting service performance, the event-phase performance is the most relevant to meeting planners' overall satisfaction. A number of implications are provided for the hotel industry striving to host meetings and events. |
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