경희대학교 BK21

This study was to segment exhibition-convention service recovery experiences and also to investigate if there were any differences among segmented groups in terms of participant satisfaction, and behavior intention to new exhibition-convention. It is important for exhibition-convention exhibitors or organizers to meet participants' needs and wants to make a success of exhibition-convention. Particularly, recovering failure services that are already provided to participants are critical to make current the success or failure of exhibition-convention, while providing participants' satisfaction. So far, it has been limited to discuss exhibition-convention service recovery and also the segment of participant' attitude. Thus this study provides a valuable information regarding participants' attitudes and behavior for service recovery. More detailed information and discussion provide in the conclusion.