A dynamic perspective of meeting plannersʹ satisfaction: Toward conceptualization of critical relevancy

The authors examine a dynamic aspect of meeting plannersʹ satisfaction process by using a large corporate dataset. As conceptual background, the study focuses on applicability of order effects, such as behavioral primacy and recency, and proposes an alternative theory, conceptualized as critical relevancy, to explain meeting plannersʹ satisfaction dynamics. The study also unveils how the direct and indirect effects of a hotelʹs meeting service performance are structured and analyzed in a dynamic framework. Findings suggest that, of the four phases (i.e., the sales, pre-event, event, and post-event) of dynamic meeting service performance, the event-phase performance was found to be most critically relevant to meeting plannersʹ overall satisfaction. The study provides a number of implications for the hotel industry striving to host meetings and events.