基于参展商感知的展会服务质量影响因素研究  

A Research into the Determinants of Exhibition Service Quality in Terms of Exhibitors' Perception

作　　者：张岩岩[1] 

机构地区：[1]无锡城市职业技术学院,江苏无锡214153

出　　处：《无锡商业职业技术学院学报》2016年第6期33-37,共5页Journal of Wuxi Vocational Institute of Commerce

摘　　要：展会服务质量是展览项目可持续发展的关键因素。从最直接的利益相关者参展商的视角研究展会服务质量的影响因素,依据SERVQUAL量表构建指标进行问卷调查。量化分析结果表明,展会服务质量由胜任性、专业性、有形性和保证性四个维度构成,每一维度下的具体指标对提高展会服务质量有现实意义。The service quality of exhibitions is a key factor for the sustainable development of this industry. This paper attempts to study the determinants of exhibition service quality as perceived by exhibitors as they are the most immediate stakeholder. The indexes were constructed on the basis of SERVQUAL scale, and a questionnaire survey has been conducted. Quantitative analysis results indicate that exhibition service quality is decided by such four dimensions as competency, professionalism, tangibles and assurance. Each indicator bears specific ele- ments that are of practical significance for the improvement of exhibition services quality.

关 键 词：展会 服务质量 参展商 

分 类 号：F713.83[经济管理—广告]