Service Quality; Strengths and Weaknesses within the Four U.K. Conference Venue Classifications.
This source preferred by Julie Whitfield
Authors: Whitfield, J.E.
Start date: 11 May 2005
A survey of 3,000 U.K. conference venues took place in 2001 as part of a Ph.D. research programme. One aspect of this research highlighted the perceived strengths and weaknesses of the U.K. conference sector in terms of service quality. This paper provides an overview of the U.K. conference sector, introducing the four conference venue classifications within this sector. This paper outlines the developing role of service quality within the U.K. conference sector. The research identifies that there is a perception by U.K. conference venue providers that they offer at least some of the factors that are demanded by conference organisers and delegates, in terms of service quality, such as supplying a high level of service and customer orientated staff, and a wide range of meeting capacities. Additionally, this research identifies that perceived weaknesses exist within the four venue classifications, such as concerns that conference capacities may not be sufficient for the modern conference organiser