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The Service Imperative: Factors Driving Meeting Effectiveness

The Service Imperative: Factors Driving Meeting Effectiveness The Service Imperative: Effectiveness Factors Driving Meeting More than other service drives satisfaction for factor, any ratings meeting participants. BY TIMOTHY R. HINKIN AND J. BRUCE TRACEY merican businesses over billion in 1997 Increased and customers $100 spent competition more-demanding mean that careful to facilities on business and consideration must be the conferences, meetings, training pro- given To meet this hotels and conference and services and train- demand, conferences, provided rams. ~ during meetings, in and en- The in centers have made investments of the we discuss this large developing ing programs. purpose study for the and con- article is to the and service-related charac- identify hancing meeting space. Competition meeting physical vention business has with the emer- teristics of that have an on tightened, particularly properties may important impact of such markets as Las and Orlando as and effectiveness. The results should en- Atlanta, gence Vegas, program meeting viable alternatives to the traditional locations. hance our of the factors customers use to evalu- major-city understanding ate the of the The business is further such and services that are offered meeting pressed by technologies quality products by as distance and interactive multimedia. In hotels and conference and for rede- http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Cornell Hotel and Restaurant Administration Quarterly SAGE

The Service Imperative: Factors Driving Meeting Effectiveness

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References (7)

Publisher
SAGE
Copyright
© 2003 Cornell University
ISSN
0010-8804
eISSN
1938-9663
DOI
10.1177/001088040304400503
Publisher site
See Article on Publisher Site

Abstract

The Service Imperative: Effectiveness Factors Driving Meeting More than other service drives satisfaction for factor, any ratings meeting participants. BY TIMOTHY R. HINKIN AND J. BRUCE TRACEY merican businesses over billion in 1997 Increased and customers $100 spent competition more-demanding mean that careful to facilities on business and consideration must be the conferences, meetings, training pro- given To meet this hotels and conference and services and train- demand, conferences, provided rams. ~ during meetings, in and en- The in centers have made investments of the we discuss this large developing ing programs. purpose study for the and con- article is to the and service-related charac- identify hancing meeting space. Competition meeting physical vention business has with the emer- teristics of that have an on tightened, particularly properties may important impact of such markets as Las and Orlando as and effectiveness. The results should en- Atlanta, gence Vegas, program meeting viable alternatives to the traditional locations. hance our of the factors customers use to evalu- major-city understanding ate the of the The business is further such and services that are offered meeting pressed by technologies quality products by as distance and interactive multimedia. In hotels and conference and for rede-

Journal

Cornell Hotel and Restaurant Administration QuarterlySAGE

Published: Oct 1, 2003

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