earticle

영어

The intense competition of convention industry has been required to improvement of convention service. Especially, the importance of convention service encounter has been increased because service encounter is the moment of truth that participants have the first impression about the convention. Accordingly, the purpose of this study is to explore dimensions of convention service encounters. As a result of literature research, eight dimensions of service encounter were drawn out as follows; assurance, civility, empathy, recovery, reliability, responsiveness, spontaneity, and tangibles. The survey was carried out in order to examine whether these dimensions could apply to convention field and to collect other opinions concerning the dimension. The target of survey was convention professionals.
As a result of the survey, all were accepted as dimensions of convention service encounter and promptness was added as new dimension. It is remarkable that assurance, reliability and civility are more important dimensions in the field. To accomplish a successful convention, dimensions of convention service encounter will be considered fully.