earticle

영어

This study was undertaken to examine exhibition organizer's service failures and recovery focusing on exhibitions in Kazakhstan. Using the critical incident technique(CIT), data were collected from exhibitors of three exhibitions at Atakent Center in 2011, which resulted in 230 critical incidents. Results identified three types of the exhibition organizer's service failures such as service delivery system, service provider's service and service environment failures. Results also revealed three type of service recovery such as tangible response, intangible response and no response. Based on the results, implications for the exhibition industry of Kazakhstan were discussed.