Attendees of the first convention were provided specially trained greeters at selected key locations. The second convention that was held
the following week did not have any greeters. Attendees of both the
conventions were asked to complete a one page pre-tested questionnaire.
They were to rate the host-city on several criteria including
overall satisfaction, meeting their expectations, and satisfaction with
the hospitality and non-hospitality services. Obtained findings suggest
that attendees who were exposed to greeters rated the host-city more
favorably in overall impression, and quality of hospitality services, and
non-hospitality services, while the convention attendees that were not
exposed rated the host-city less favorably. Based on the results from
this study, firms in the travel and tourism industry, especially the convention
centers, may want to consider providing their customers with
supplementary services such as greeters as a differentiation strategy.