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Sunderland Repository records the research produced by the University of Sunderland including practice-based research and theses.

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.

Item Type: Conference or Workshop Item (Paper)


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.

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More Information

Depositing User: Barry Hall


Item ID: 5789
Official URL:

Users with ORCIDS

ORCID for Alyssa Eve Brown: ORCID iD

Catalogue record

Date Deposited: 29 Oct 2015 15:35
Last Modified: 30 Sep 2020 11:00


Author: Alyssa Eve Brown ORCID iD

University Divisions

Faculty of Business, Law and Tourism
Faculty of Business, Law and Tourism > School of Business


Tourism > Tourism

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