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Abstract
Covid-19 dramatically changed the way businesses operates. The focus of this paper is virtual trade fairs organized by trade fair organizers in China whose service delivery model was transformed to meet the new needs of customers. Using one well-grounded case and several rounds of interview data in three stages, the paper aims to explore the impact Covid-19 has generated on the event services sector and how SERVQUAL could be applied in an emerging virtual setting.
Disclosure statement
No potential conflict of interest was reported by the author(s).