Experience Creation Greater Information and Communication Technologies involvement in Event Management to meet the new consumer expectations

László Antónia (2014) Experience Creation Greater Information and Communication Technologies involvement in Event Management to meet the new consumer expectations. Faculty of Commerce, Catering and Tourism.

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‘You have two friend requests’ - This message is well-known for those who possess social network profiles and it is not anymore surprising if one of these requests is from a restaurant, fashion company, hotel or any other organizations. Lot of people are present on social networks they are communicating, interacting and entertaining themselves on these sites. But how can this phenomenon leveraged by companies, most specially by event service provider companies? Becoming friend with customers? It is not a bad start but they have more opportunities… The main aim of this paper was to prepare a profound research on the altered customer expectations for the services of Event Management and to determine how the Information and Communication Technologies can be employed to satisfy these new expectations and assist the Customer Experience creation process. Therefore both secondary and primary researches were conducted: a detailed literature review as well as two questionnaires and mystery shoppings to provide a complex analysis on the topic. The current state of Event Management business is not favorable as its market is shortening and the competitive rivalry within the industry is relatively high, so to attract the possible procurers the event organizers must offer unique, creative solutions. ICT might have a crucial role in this process as the attendees are involved on greater level ensuring better, last longing experiences. According to the findings of the surveys the general opinion toward ICT was positive and almost 70% of the participants agreed that they were familiar with modern technologies. The larger part of the answerers owned digital devices and gadgets as well as they had at least one social media account which was mostly Facebook that they visited at least once a day for nearly 2 hours. Adapting Content marketing is an optimal solution to generate value for the consumers through social media. However there are some limitations regarding modern technologies as it is almost used by the younger generations therefore the elderly attendees will react differently to these new possibilities.


Budapest Business School


Faculty of Commerce, Catering and Tourism


Turizmus Intézeti Tanszék




Turizmus - Vendéglátás (angol nyelven)


Konzulens neveKonzulens típusaAssignment, Scientific qualification, InstitutionEmail
Papp JuditUNSPECIFIEDAdjunktuspapp.judit@kvifk.bgf.hu

Item Type: Thesis (UNSPECIFIED)
Uncontrolled Keywords: Customer Experience, Event Management, Information and Communication Technologies, Content Marketing, Consumer expectations
Depositing User: Herczeg Tamás
Date Deposited: 2014. Dec. 16. 11:11
Last Modified: 2015. Mar. 24. 15:22

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