The Effect of Basic, Performance and Excitement Service Factors of a Convention Center on Attendees' Experiential Value and Satisfaction: A Case Study of the Phoenix Convention Center

Heekyung Sung, Woojin Lee

    Research output: Contribution to journalArticlepeer-review

    18 Scopus citations

    Abstract

    This study investigates how the various services provided by a convention center and its service quality affects attendees’ experiential values, and in turn, leads to the attendees’ overall satisfaction and loyalty. The sample consisted of 217 convention attendees in Phoenix, AZ, representing a response rate of 54%. Confirmatory factor analysis and structural equation modeling were used for analyses. Results indicate that basic and excitement service factors have a positive influence on individual experiential values. Also, the study shows that enhanced individual experiential values have an impact on raising overall satisfaction with the convention center.

    Original languageEnglish (US)
    Pages (from-to)175-199
    Number of pages25
    JournalJournal of Convention and Event Tourism
    Volume16
    Issue number3
    DOIs
    StatePublished - Jul 3 2015

    Keywords

    • behavioral intention
    • convention center
    • experiential value
    • service quality
    • three-factor structure

    ASJC Scopus subject areas

    • Tourism, Leisure and Hospitality Management

    Fingerprint

    Dive into the research topics of 'The Effect of Basic, Performance and Excitement Service Factors of a Convention Center on Attendees' Experiential Value and Satisfaction: A Case Study of the Phoenix Convention Center'. Together they form a unique fingerprint.

    Cite this