Fonte: Journal of Tourism & Development; n. 15 (2011); 55-69
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Resumo: The main purpose of this paper is to develop a model to assess consumer satisfaction on business events’ venues. This model is developed for the hotel industry and builds on the service quality dimensions proposed in the SERVQUAL model, the factors influencing the choice of a venue for business events, and the Perceived Performance Theory. The developed model – EVENTPERF – includes 48 attributes and was empirically tested in three hotels located in Portugal, which belong to a Portuguese hotel chain. Results suggest important theoretical and practical contributions on consumer satisfaction regarding hotel business events.
