Service quality in arts events: Operations management strategies for effective delivery

Beaven, Z. and Laws, C. 2006. Service quality in arts events: Operations management strategies for effective delivery. Event Management. 10 (4), pp. 209-219. https://doi.org/10.3727/152599507783948648

TitleService quality in arts events: Operations management strategies for effective delivery
AuthorsBeaven, Z. and Laws, C.
Abstract

Recent debate on the quality of arts events has concentrated on the requirement to deliver against a complex range of political, social, and cultural criteria with an emphasis on the external partnerships that are forged. Yet those aspects of quality over which event organizers have more direct control have been accorded minor examination. The authors believe that operational effectiveness is key to service quality in the cultural context, and seek to demonstrate that a balanced consideration of both process and product is vital to fully deliver quality arts events. This article identifies areas of emergent research and practice and focuses on issues in the front-of-house environment where the breakdown of service quality is a real concern, using the experience of one UK not-for-profit arts organization as a case study to illustrate potential management responses.

KeywordsArts events; front-of-house; operations management; service quality; ticketing
JournalEvent Management
Journal citation10 (4), pp. 209-219
ISSN1525-9951
Year2006
PublisherCognizant Communication Corporation
Digital Object Identifier (DOI)https://doi.org/10.3727/152599507783948648
Web address (URL)http://www.scopus.com/inward/record.url?eid=2-s2.0-35248877691&partnerID=MN8TOARS
Publication dates
Published2006
ISBN15259951

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