2 research outputs found
An adaptation of SERVQUAL for events evaluation: an environmental sustainability addon
The events sector is continuously growing, driven by economic development and increased spending on leisure. As events may generate a large amount of waste, an environmental impact assessment is increasingly important for any event. The importance and necessity of this has recently become more significant not only from an environmental preservation perspective, but also from a social responsibility perspective, and from a marketing and public relations perspective. This paper presents a study carried out with the objective of creating a model adapted from the ServQual to evaluate the quality of the service provided with events, complementing the model with an environmental sustainability add on. Based on an action-research approach, a model was built that was developed and applied to small events in a Brazilian municipality. As the main result of this work, this approach allowed to create a way to measure the event quality, considering the gaps between expectations and perceptions of the client, adapting the ServQual Model to an event-type service. Moreover, it allowed the inclusion of an environmental sustainability dimension to ServQual. This adaptation of the model introduced new managerial analysis and was considered relevant by event managers. This study extends the application of service management tools to the specific domain of events, building on the perspective that event management shares a great deal of characteristics of services.This work was partially supported by FCT—Fundação para a Ciência e Tecnologia within the R&D Units Project Scope UIDB/00319/2020, and by CAPES—Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (Coordination of Superior Level Staff Improvement) within the Science without Borders Program Scop
Event project management model: an environmentally sustainable approach to deliver quality service
Tese de Doutoramento em Engenharia Industrial e de SistemasO setor de Eventos tem evoluído desde os anos 90, motivado pelo desenvolvimento económico e pelo
aumento dos gastos com o lazer. Esse crescimento se deve pelo resultado da crescente procura e de
iniciativas estratégicas instigadas por governos, para melhorar o desenvolvimento económico regional.
Assim, os governos e as organizações que realizam eventos são chamadas à responsabilidade de
deixarem um legado para a sociedade e de gerarem o menor impacto negativo possível. Os eventos,
então, emergem como uma área de negócio, e o estudo desta área poderá contribuir para a melhoria do
seu desempenho.
Esta investigação trata de um estudo realizado em dois municípios, distantes geograficamente, que têm
em seu planeamento estratégico a busca pela sustentabilidade. O objetivo deste trabalho é a elaboração
de um Modelo de Gestão de Projetos de Eventos locais, através da conjugação de práticas
ambientalmente sustentáveis às áreas de conhecimento do PMBOK, bem como da avaliação da
qualidade desses serviços.
A partir de uma abordagem de investigação-ação, desenvolveram-se 3 ciclos de evolução progressiva de
um modelo de gestão de projetos de eventos. Conclui-se que o trabalho apresentado traz como
contribuições: 1. A definição de dimensões que colaboram para a caracterização de um evento como
ambientalmente sustentável; 2. A proposta de inclusão da “Gestão da Sustentabilidade Ambiental” como
uma nova Área de Conhecimento do PMBOK, a qual inclui os processos para incorporação das metas
organizacionais com relação à gestão dos requisitos de sustentabilidade ambiental do projeto; e 3. A
aferição da qualidade do evento a partir das expetativas e perceções do cliente, adaptando a Escala
ServQual para um serviço do tipo evento, bem como com a inclusão da dimensão Sustentabilidade
Ambiental ao ServQual.
O Modelo proposto nesta investigação busca um foco no cliente, na equipa e no destino; além de
estimular a importância da participação dos stakeholders e participantes nas questões de
sustentabilidade do evento, criando senso de responsabilização e conscientização.The Events sector has evolved since the 1990s, motivated by economic development and increased
spending on leisure. This growth is due to the result of growing demand and strategic initiatives instigated
by governments, to improve economic and regional development. Thus, governments and organizations
that hold events are called to the responsibility of leaving a legacy for society and generating the least
possible negative impact. The events, then, emerge as a business area, and the study of this area may
contribute to the improvement of its performance.
This investigation deals with a study carried out in two municipalities, geographically distant, that have in
their strategic planning the search for sustainability. The objective of this work is the elaboration of a Local
Events Project Management Model, through the combination of environmentally sustainable practices to
the areas of knowledge of PMBOK, as well as the evaluation of the quality of these services.
From an action-research approach, 3 cycles of progressive evolution of an event project management
model were developed. It is concluded that the presented work brings as contributions: 1. The definition
of dimensions that collaborate for the characterization of an event as environmentally sustainable; 2. The
proposal to include “Environmental Sustainability Management” as a new PMBOK Knowledge Area, which
includes the processes for incorporating organizational goals in relation to the management of the
project's environmental sustainability requirements; and 3. Measuring the quality of the event based on
the client's expectations and perceptions, adapting the ServQual Scale for an event-type service, as well
as including the Environmental Sustainability dimension to ServQual.
The model proposed in this investigation seeks to focus on the client, the team and the destination; in
addition to stimulating the importance of the participation of stakeholders and participants in the event's
sustainability issues, creating a sense of responsibility and awareness