Abstract

Despite increasing research into service quality at events in general, limited attention has been paid to the service concept at UK music festivals, specifically the determinants of the festival experience. This study addresses the festival organiser’s management of festival quality by investigating their perceptions of the relationship between the festival-goer and the festival. Through qualitative semi-structured interviews with UK music festival managers, it was discovered that particular service management methods hold value and are perceived to be more beneficial in determining a successful festival experience for the festival-goer. The key findings revealed that a distinction exists between niche and mainstream festivals in the perceived value of service management methods and also the identification and attributes of the festival-goer. Further service management disparities also exist in the scope of music festivals. The findings suggest that festival organisers perceive differently the festival-goers expectations and service requirements in determining the festival experience.