Tjänstekvalitet inom eventsektorn
en fallstudie inom event
management
The purpose of this thesis was to look into how event management companies got knowledge about their customers? expectations and how they are influenced by these expectations. A case study was conducted based upon interviews with two employees from two companies that are in the business. The study has shown that event management companies do try to get awarness about their customers' expectations, especially by listening and discussing with the customer. Personal contact is an efficient way of communicating and a way to avoid misunderstandings, which is a common mistake when customers' expectations are not met. Furthermore the study has shown that experience is a great advantage when it comes to judging what the customer expects. In addition it is shown that event management companies attach different amountsof importance towards fulfilling and exceeding the customers' expectations.