C/M/339. Dissertation. Technology and Service Quality: An Exploratory Study in the Conference Industry

This dissertation aimed to investigate the link between technology and service quality in the conference industry. In so doing, it assessed the use of technology in conference provision, as well as uncovering the key attributes of service quality from the perspective of a conference provider. The views of three conference providers were solicited and in-depth interviewing was conducted. The results suggested that technology is paramount to service quality in conference provision although is not one of the more important client-facing attributes. Rather, it is a required attribute that helps to ensure the smooth running of the conference and effective presentation of ideas.