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The development of an evaluation scale for B2B service quality: The case of the Korean convention industry
Journal of Convention & Event Tourism  (IF),  Pub Date : 2020-01-01, DOI: 10.1080/15470148.2019.1710315
Jiwon Lee, Dohee Kim, Timothy J. Lee

Abstract The purpose of this study was to develop scale dimensions for evaluating professional convention organizers (PCOs) from the perspective of conference hosts. Based on a literature review of B2B service quality and convention service quality, and in-depth interviews with host organizers in the Korean convention industry, five quality dimensions were identified: potential, process, personal, technical, and outcome qualities. The reliability and validity of the five dimensions were verified using empirical data. The results show that service quality between PCOs and hosts should be considered to be a holistic experience rather than a set of separate factors as discussed in previous studies. This paper also contributes by proposing that the five scales serve as a managerial tool for PCOs to evaluate their own performance and as criteria for hosts to develop effective business relationships with service providers.