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Research on the Service Quality Management of the Exhibition Based on the Tourists Evaluation

Author: WangLiang
Tutor: XuMing
School: Donghua University
Course: Business management
Keywords: exhibition service quality tourists evaluation IPA model shanghai world expo
CLC: F713.83
Type: Master's thesis
Year: 2011
Downloads: 305
Quote: 0
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Abstract


As a new sunrise industry in China, Exhibition takes an increasingly important role in the national economy. Considering fierce market competitions, the service of Exhibition has become the crucial prerequisite for attracting exhibitors and visitors, and for sustainab-le developments. Comparing higher levels in foreign countries, exhibition industry in China is still in a developing stage, especially the service of exhibition needs more improvements.Based on existed theories and combined with current situation of exhibition service, this paper made deep research on improvements of exhibition service quality. First, the paper theoretically analyzes the internal meaning of exhibition and service quality, reviews the methods of tourists’evaluation and service quality diagnose, further explores the range of exhibition services and related improving methods, and lays a theoretical foundation for the evaluation of service quality of Shanghai EXPO from perspective of tourists. Secondly, with the research upon the development of exhibition industry in China and current problems in exhibition service quality, this paper summarizes the main reasons that adversely affect the service quality, including careless about the visitors, lack proper evaluation and control of service quality. All the above analysis provides a necessary basis for improving policies. In the next stage, this paper researches on a series of exhibitions service improvement strategies that fit the actual exhibition situation in China. The strategies mainly consider 4 aspects, including Convention system, support system, control system and evaluation system. Then, this paper made an empirical research on exhibition service, taking Shanghai World Expo exhibition as examples. The empirical research includes designing surveys, statistical analysis, overall evaluation of visitors attitude to service shanghai Expo, the correlation analysis between follow-up behavior of visitors and their experienced quality of service and so on. In the end, on the analysis above, conclusions of this study were obtained, the application value of service quality management in the MICE is analyses, and implemented recommendations are suggested.This article is mainly based on the angle of exhibition visitors evaluate the Shanghai World Expo service quality more systematic and complete, through this analysis in order to provide a reference method and reliable basis for improve exhibition service quality, the research has a certain practical value.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > The circulation of commodities and the market > Advertising > Trade shoe
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