Effect of service-related resources on employee and customer outcomes in trade shows

Subhash Jha, M. S. Balaji, Kumar Rakesh Ranjan, Arun Sharma

Research output: Journal PublicationArticlepeer-review

15 Citations (Scopus)


Despite widespread recognition of trade shows as a vehicle to provide services to visitors by exhibitors, there is a paucity of research in this area of special interest. Drawing on the resource-based view, we develop a research framework to examine the effects of service-related resources on exhibitor's personnel attitudes and visitor responses. We collected on-site data from 151 exhibitor's personnel and 366 visitors during a trade show. These responses were matched at the exhibitor level to test the research framework. We found a positive effect of service leadership and service technology in developing a customer-oriented service strategy with satisfied employees. Additionally, we demonstrate that service leadership positively moderates the effect of service technology on customer orientation. In contrast, service leadership negatively moderates the effect of empowerment on customer orientation. This suggests that similar firm resources do not complement each other perhaps because they are substitutable. Finally, we show that service-related resources not only affect customer orientation but also influence job satisfaction of exhibitor personnel and visitors responses such as interaction quality, satisfaction, and word-of-mouth intentions.

Original languageEnglish
Pages (from-to)48-59
Number of pages12
JournalIndustrial Marketing Management
Publication statusPublished - Jan 2019


  • Customer orientation
  • Empowerment
  • Interaction quality
  • Job satisfaction
  • Service leadership
  • Service technology
  • Trade show

ASJC Scopus subject areas

  • Marketing


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