A Study of the Effects of Service Personnel Performance in the Entertainment Market

Analyzing a total of 4,982 individuals what attended an entertainment event (e.g., concerts, comedy, family, Broadway, and others), the current study attempted to determine whether the relationships among service personnel performance, event satisfaction, event quality, service quality, and behavioral intentions significantly existed in the case of two special event venues located in the southeastern United States. Analysis of structural equation model found that service personnel performance directly affected event quality, service quality, and event satisfaction. Event satisfaction in turn directly affected service quality and event quality. Event satisfaction and service quality also directly affected behavioral intentions, while event quality was not associated with behavioral intentions. Some differences in the relationships between the two event venues and amongst the five event classes were found. The paper then presented implications relevant to the findings for event and facility managers, followed by presenting the study limitations and suggestions for future studies specifically in the area of entertainment management.