Understanding mega-events success and customer satisfaction.
Journal article
Michopoulou, Eleni and Giuliano, Chiara 2018. Understanding mega-events success and customer satisfaction. Event Management. https://doi.org/10.3727/152599517X15111988553955
| Authors | Michopoulou, Eleni and Giuliano, Chiara |
|---|---|
| Abstract | The events industry is growing every year, the number of events is increasing, and their role in society is becoming more significant. Satisfied participants are the key to successful events and the main objective of event organizers. The aim of the article is to understand what costumers consider more important when attending mega-events. A quantitative survey design was adopted by deploying the American customer satisfaction index (ACSI) that included an event specific customer value package in the context of the EXPO Milan 2015 mega-event. Results demonstrate that expectations of visitors, staff, and volunteers vary considerably, and so do the levels of satisfaction. They also highlight that, alongside other customers' priorities such as cleanliness and safety, capacity plays a role in determining satisfaction. This article presents the summarized findings of a broader study. |
| Keywords | Events management; Customer satisfaction; Customer experience; Universal exposition |
| Year | 2018 |
| Journal | Event Management |
| Publisher | Cognizant Communication Corporation |
| ISSN | 15259951 |
| Digital Object Identifier (DOI) | https://doi.org/10.3727/152599517X15111988553955 |
| Web address (URL) | http://hdl.handle.net/10545/622318 |
| hdl:10545/622318 | |
| Publication dates | 01 Feb 2018 |
| Publication process dates | |
| Deposited | 14 Mar 2018, 16:59 |
| Accepted | 20 Jul 2017 |
| Rights | Archived with thanks to Event Management |
| Contributors | University of Derby and Google |
| File | File Access Level Open |
| File | File Access Level Open |
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