From 1979 to 1989, meeting industry expenditures, particularly corporate
meeting expenditures, grew explosively-more than tripling. The recent world-wide
recession and the international concern for security, however, have caused many
association-meeting planners to reassess the need to continue holding overseas
meetings, regardless of the destination. This presents a unique marketing challenge
to overseas destinations traditionallydependent upon the United States association-
meetings industry. The primary purpose of this research was to determine the quality
and service issues that most affect the attractiveness of 10 Caribbean destinations
as perceived by U. S. association-meeting planners who actually planned meetings
in the Caribbean. Results indicated that the planners perceived the 10 selected
Caribbean destinations differently when comparing grand means as well as indi
vidual-cluster means for the categories of Facilities & Services, Recreation, and
Entertainment. Consequently, specific marketing strategies for each segment may
now be developed and implemented by Caribbean governments, hotel associations,
tourism organizations, and individual properties.
Bateson, J.E. (1977). Do we need services marketing? Marketing consumer services: New insights (Report No. 77-115). Cambridge, MA: Marketing Science Institute.
2.
Baum, C. (1990, September). The business of winning the business traveler. Hotels, pp. 19-20.
3.
Berry, L.L. (1990). Services marketing is different. In C. H. Lovelock (Ed.) Services Marketing (pp. 29-37). Englewood Cliffs, NJ: Prentice Hall.
4.
Berry, L.L., Zeithaml, V.A., & Parasuraman, A. , (1985 May-June). Quality counts in services, too. Business Horizons
5.
. Bessom, R.M. & Jackson, D.W. (1975). Service retailing: A strategic marketing approach . Journal of Retailing, 8, 47-51.
6.
Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing , 56, 57-71.
7.
Bitner, M.J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.
8.
Blacker, S. D. (Ed.). (1984). The Meetings Market Study . New York: Ziff Davis Research Department .
9.
Bolton, R.N., & Drew, J.H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes, Journal of Marketing , 55, 1-9.
10.
Brown, S.W., & Swartz, T.A. (1989), A gap analysis of professional service quality . Journal of Marketing, 54, 92-98.
11.
Carman, J.M. (1990), Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing , 66(1), 33-55.
12.
Conlin, J. (1991, March). Meeting costs rocket. Successful Meetings, p. 15.
13.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55-68.
14.
Dixon, W. P. J., (Ed.). (1988). BMDP statistical software manual , Vol. 2. University of California Press, Berkeley, CA.
15.
Duarte, A. (1991, March). Gulf war disrupts meetings worldwide. Successful Meetings, p. 15.
16.
Gronroos, C. (1982). Strategic management and marketing in the service sector. Helsingfors: Swedish School of Economics and Business Administration.
17.
Gusemean, D.S. (1981). Risk perception and risk reduction in consumer services. In J. H. Donnelly & W. R. George (Eds.), Marketing of Services, Chicago: American Marketing Association.
18.
Hair, J.F., Jr., Anderson, R.E., & Tatham, R.L. (1987). Multivariate data analysis with readings (2nd ed.) New York: Macmillan.
19.
Harrell, G.D., Hutt, M.D., & Anderson, J.C. (1980). Path analysis of buyer behavior under conditions of crowding. Journal of Marketing Research, 17, 45-51.
20.
Knisely, G. (1979, March 19). Financial services marketers must learn packaged goods selling tools. Advertising Age50, pp. 58-62.
21.
Koepp, S. (1987, February 2). Why is service so bad? Pul-eeze! Will somebody help me?Time, pp. 28-34.
22.
Kress, G. (1979). Marketing Research (p. 212). Reston, VA: Reston Publishing Co.
23.
Langeard, E., Bateson, J.E.G., Lovelock, C.H. & Eiglier P. (1981). Service marketing: New insights from consumers and managers. Cambridge, MA: Marketing Science Institute.
24.
Lehtinen, U., & Lehtinen, J.R. (1982). Service quality: A Study of quality dimensions. Unpublished manuscript, Service Management Institute, Helsinki.
25.
Leonard, F.S., & Sasser, E.W. (1982 September-October). The incline of quality, Harvard Business Review, 60 pp. 163-171.
26.
Lieberman, G. (1990,a December). The tough get going. Meetings and Conventions, pp. 34-42.
27.
Lieberman, G. (1990b, May). The meat behind the math. Meetings and Conventions, pp. 5-6.
28.
Locander, W.B., & Herman, P.W. (1979). The effects of self-confidence and anxiety on information seeking in consumer risk reduction. Journal of Marketing Research, 16 , 268-274.
29.
Lovelock, C.H. (1985). Developing and managing the customer service function in the service sector. In J. A. Czepiel, M. βR. Solomon, & C. F. Surprenant (Eds.), The Service Encounter . Lexington, Mass.: Lexington Books, D. C. Heath and Co.
30.
Lovelock, C.H. (1981). Why marketing management needs to be different for services. In J. Donnelly & W. George (Eds.), Marketing of Services (pp. 5-9). Chicago: American Marketing Associates.
31.
Lutz, R.J., & Reilly, P.J. (1973). An exploration of the effects of perceived social and performance risk on consumer information acquisition. In S. Ward & P. Wright (Eds.), Advances in Consumer Research , Vol. 1(pp. 395-405). Urbana, IIL: Association for Consumer Research.
32.
Market Probe International, Inc. (1990). The meetings market 1990 (pp. 36,39, & 40). Secaucus, NJ: Author (Research Department of Reed Travel Group).
Murray, K.B. (1991). A test of services marketing theory: Consumer information acquisition activities. Journal of Marketing , 55, 10-25.
35.
Murray, K.B., & Schlacter J.L. (1990). The impact of services versus goods on consumers' assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51-65.
36.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing , 49, 41-50.
37.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing , 64, 12-40.
38.
Rathmell, J.M. (1966). What is meant by services?Journal of Marketing, 30 , 32-36.
39.
Rathmell, J.M. (1974). Marketing in the services sector. Cambridge, MA: Winthrop.
40.
Roach, L. (1993). Vice Presidents Database Marketing, Marriott Business Travel Programs, Marriott Corporation, Maximizing Quality Service. Presentation at National Tourism Week Seminar, Tampa, FL., May 4, 1993.
41.
Romeo, P. (1991). Sepxt and Cases. Boston : Allyn & Bacon.
42.
Sasser, W.E. Jr., Olsen, R.P., & Wyckoff, D.D. (1978). Management of service operations: Text and cases , Boston: Allyn & Bacon .
43.
Shostak, G.L. (1987). Service positioning through structural change . Journal of Marketing, 51, 34-43.
44.
Solomon, M.R., Surprenant, C.F., Czepiel, J.A., & Gutman, E.G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing , 49, 99-111.
45.
Suprenant, C.F., & Solomon, M.R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51, 86-96.
46.
Takeuchi, H., & Quelch, J.A. (1983). Quality is more than making a good product. Harvard Business Review,61, (July/August), 139-145.
47.
Thomas, D.R.E. (1978). Strategy is different in service business. Harvard Business Review, 56, 158-165.
48.
Wyckoff, D.D. (1984, November). New tools for achieving service quality . Cornell Hotel and Restaurant Administration Quarterly , 25(3), 78-91.
49.
Zeithaml, V.A. (1981). How customer evaluation processes differ between goods and services, In J. H. Donnelly & W. R. George (Eds.), Marketing of Services (pp. 186-190). Chicago: American Marketing Association, 186-190.
