Abstract
Abstract It is only in recent years that more research attention has been directed at convention tourism in view of its growth rate and significant economic contribution. This study focuses on one of the key players in the industry: convention and visitor bureaus (CVBs). The quality of service provided by these destination marketing organizations was established from the perspective of meeting planners. Considering bureaus' liaison role between meeting planners and the host location, the study also assessed the impact of CVBs' recommendations of suppliers on meeting planners' subsequent use of CVBs in general and a specific CVB. The study results can be used by CVBs to better address the needs of meeting planners and improve their overall standing in the industry.
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