Název:	Relationship quality and exhibitor´s performance in leisure trade shows
Autoři:	Rodríguez, Ainhoa Reina, María Dolores Rufín, Ramón
Citace zdrojového dokumentu:	E+M. Ekonomie a Management = Economics and Management. 2015, č. 3, s. 129-143.
Datum vydání:	2015
Nakladatel:	Technická univerzita v Liberci
Typ dokumentu:	článek article
URI:	http://www.ekonomie-management.cz/download/1441645366_2371/12_RELATIONSHIP+QUALITY+AND+EXHIBITORS.pdf http://hdl.handle.net/11025/17626
ISSN:	2336-5604 (Online) 1212-3609 (Print)
Klíčová slova:	management stížností;kvalita vztahu;produkty a služby pro volný čas
Klíčová slova v dalším jazyce:	complaint management;relationship quality;leisure products and services
Abstrakt v dalším jazyce:	This paper analyzes the roll of complaint management as a factor that may influence the quality of the relationship between the participants at leisure trade shows, the quality of these relationships being a relevant factor on business performance. Therefore, we study the quality of relationship between the leisure trade show organizer and the exhibitor as well as between the latter and their end customers in order to determine whether influences exist between both relationships, and the effect that the relationship quality could have on the performance the exhibitor achieves at the trade show. This established four initial hypotheses and analysis was performed through the development of a Structural Equations Mode (SEM). We applied the Partial Least Squares (PLS) method to establish the relationships between the constructs as well as the predictive power of the structural model. The posited model we analyzed enabled us to confirm the existence of a positive effect between the two relationships studied (relationship between leisure trade fair venue and exhibitor; and relationship between exhibitor and customer). This means that the quality of the relationship between the leisure trade fair venue and the exhibitors influences both the way in which exhibitors approach and develop their relationships with their customers. In addition, our results show the existence of a relevant impact of the relationship quality between organizations on the performance obtained by the exhibitor of leisure products and services at the end of the show. This in turn is an indication of the important role of complaint management as a key tool for achieving a good business performance and ensuring the future of trade shows.
Práva:	© Technická univerzita v Liberci CC BY-NC 4.0
Vyskytuje se v kolekcích:	Číslo 3 (2015) Číslo 3 (2015)

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