Service Quality Improvement And Innovation Research Of China Import And Export Fair

In the fierce competition of the Convention and Exhibition Industry, it’s hard forexhibition organizers to meet varied demand of exhibitors and attract moreparticipants. In recent years, the domestic exhibition industry gain rapid growth. Theexhibition is a kind of service product and service level represents its quality.However, the service quality needs to be improved compared to the other developedcountries. Exhibition service plays an increasingly important role in corporate eventdecision-making. Service improment and innovation will enhance competitivenessand it is also the key to become specialization and internationalization. Domesticacademic researches on exhibition have been in the ascendant. However, there issome phenomenon that the perspectives of relatively researches are narrow. Only asmall number of studies disceuss about the exhibition service quality.When it comes to the sevice demand, exhibitors compared to visitors will generatemore investment and more urgent demand for exhibition services during the wholeexhibition period. From the service supply perspective, visitors’ service experiencescontain the environment, facilities, guide and other services. These services mainlycome from the exhibitors. Exhibitors obtain more directly and comprehensive servicesfrom organizers compare to visitors. The experience process is much longer thanvisitors’. Therefore their evaluation of exhibition service quality can be moreobjective and overall. Research on sevice quality from the perspective of theexhibitors has more significance in practice. In order to meet exhibitors’ expectation,reduce service vulnerability and realize service innovation, this survey has studiedabout the availability of Kano model and TRIZ theory in the field of exhibitionservice on the basis of foreign and domestic researches. After questionnaireinvestigation, classifies service quality attributes according to Kano and refined Kanomodel. Then draw the I-S scatter diagram consided important degree and satisfactiondegree. Sort the attributes though Improvement Index. At last, try to apply TRIZtheory to exhibition service field and solve service innovation problems.The full text is divided into six parts. The first part is introduction. It describes thisartile’s background, purpose, significance, ideas, innovations and study methods. Thesecond part is a review of foreign and domestic exhibition industry in recent years.The third part introduces the origins of the required model and theory, theiradvantages and usage. It also illustrates the basis of application of Kano model andTRIZ theory in exhibition service study. The fourth part put Kano model and TRIZtheory into use in the case of China Import and Export Fair and put forward exhitionsevice iproment and innovation strateries. Finally, the conclusion part makes asummary of the main points of the article.Try to apply Kano model, refined Kano model and I-S model into exhibition industryresearch, providing a theoretical basis for the exhibition organizers to improve service quality. Meanwhile, on the basis of the above research this study attempts to introduceTRIZ theory which is widely used to solve innovation problems in engineeringscience into exbition service research. Change the traditional innovative methods anddevelop scientific innovation reference applicable to service industries. This is thearticle’s theoretical meaning. Find the specific service element improvement’sinfluence on exhibitors’ satisfaction, set up exhibition service innovation principles,and enable supervisors to track in practice. This is a realistic meaning of this research.