Resumen de Convention center management-influencing the attendee experience: the case of charleston convention center
Chris Ryan, John Crotts, Stephen Litvin
This article suggests that convention center management has a direct ability to influence attendee experiences in only limited ways, while possibly having indirect or stakeholder influences in other directions. The issue for such center management is whether the areas in which it holds direct responsibility, such as signposting, décor, and ambience, are of sufficient importance to impact upon the delegate experience given the importance of other variables such as destination attractiveness and program content. The study reports findings from a sample of 256 attendees at a cross section of events at the Charleston Convention Center. The findings suggest that cleanliness of toilets and staff interactions are important to attendees. Overall satisfaction also correlated with ease of finding the car park entrance, the quality of sound systems, overall event layout, the friendliness of staff, and ease of access to downtown Charleston. Some of these factors lie within the direct control of management.
