Towards an Understanding of Managing Service Quality and the UK Music Festival Experience

Brown, Alyssa Eve (2015) Towards an Understanding of Managing Service Quality and the UK Music Festival Experience. In: EuroCHRIE 2015, 15-17 Oct 2015, Manchester Metropolitan University. (In Press)

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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.

Item Type: Conference or Workshop Item (Paper)
Subjects: Tourism > Tourism
Divisions: Faculty of Business, Law and Tourism
Faculty of Business, Law and Tourism > School of Business
Depositing User: Barry Hall
Date Deposited: 29 Oct 2015 15:35
Last Modified: 18 Dec 2019 15:38
URI: http://sure.sunderland.ac.uk/id/eprint/5789
ORCID for Alyssa Eve Brown: ORCID iD orcid.org/0000-0003-3301-2131

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