Service Quality in Arts Events: Operations Management Strategies for Effective Delivery

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.

Controversies in tourism

“…In recent years, different viewpoints on globalization such as 'Jihad' (protecting the uniqueness of cultural identity), `McWorld' (hybridization, homogenization and standardization of culture) and `Glocalization' (localizing the benefits of globalization) have surfaced in the cultural tourism literature (Smith, 2009). Events pertaining to cultural attractions or landmarks could also create controversies in public policy, sustainable development, community participation, planning strategies, management, marketing, evaluation processes, international relations, ethics and etiquette (kickbacks, for example), sponsorship, security, and political ideologies and agenda (Allen, 2003;Long et al, 2004;Beaven and Laws, 2007;Goldblatt, 2008). For example, a narrator may have a different perception or understanding of what a tourist attraction or product is.…”