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A critical new study by John Drury and Adrienne Whitworth from the University of Sussex explores the psychological and safety consequences of artist-initiated show pauses, especially since the tragic Astroworld incident. The paper examines the tension between artists, security staff, and audiences. It also explores how these uncoordinated pauses can impact crowd safety and shared identity. |
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| Gap Analysis of Service Quality at Innibos Arts Festival Events, specifically festivals, have experienced significant growth in South Africa over the past ten years in size, numbers, diversity and popularity (Van Zyl, 2011). Arts festivals have become a feature in the South African cultural landscape and long term success and sustainability of these events rely on the emphasis of service quality, thereby highlighting sustainability of festivals and events. The questionnaire, based on the SERVQUAL model and an adaption of the Grönroos model was used to identify service perceptions and expectations of service quality at Innibos National Arts Festival in Mbombela, South Africa. The data were collected in two phases, the first prior to the festival to measure attendee’s expectations, and the second after the festival to measure the attendee’s experience of service quality at the festival . The statistical analysis was performed on a construct level as well as an individual variable level. This study aimed at quantifying the gap between attendee’s expectations and perceptions of service quality and overall customer satisfaction. |
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