Service Culture in International Exhibition Management-A Case Study

摘要

Service culture (SC), among other factors, plays a critical role in the success of international exhibitions. The SC from organizers to exhibitors and trade visitors in China International Industry Fair (CIIF) and Hannover Messe, Germany (HMG) as case study based on qualitative analysis of their homepages, 2012, service catalog and after-show report was explored to compare and contrast basic services (BS) and value-added services (VAS) of SC from pre-exhibition, during exhibition and post exhibition phases from intercultural communication perspective. The findings revealed that there has been conflicts of service culture between China and Germany, as German exhibition organizers regard service as the most powerful strategic competitive tool in the international exhibition industry. The purpose of this research is to propose suggestions to further arouse and promote the organizers' SC to upgrade its service qualities in international exhibition industry in China.