Service quality of overseas trade exhibitions and fairs

Abstract

The purpose of the research is to assess the service quality of overseas trade exhibitions and fairs from The Investment and Trade Promotion Center of HCMC through the disparity between enterprises' expectations and service performance. The study was conducted through three phases including two qualitative phases and one quantitative phase. Respondents who were familiar with those exhibitions and fairs were carefully selected from 200 Vietnamese enterprises for the interview. Besides bridging the research gap in the literature on the service quality of overseas trade exhibitions and fairs, this study found out 21 out of 33 factors that were highly appreciated when the service performance exceeded or matched their expectations and 12 out of 33 factors which were not fully appreciated when the service performance fell short of their expectations. It also identified the differences in the expectations between large enterprises and small and medium-sized ones as well as state-owned enterprises and others. Three groups of managerial implications have been suggested based on the study results.

Keywords

• chất lượng dịch vụ
• hội chợ
• triển lãm thương mại nước ngoài