This study explores how sustainable reputation is a contributing factor to customer satisfaction in music concerts in the UK. Previous literature on this topic did exist, however it was very limited due to the fact that it is a very new and current subject and until recently there was very little education and awareness surrounding it. The process used to collect the data was semi-structured interviews which helped to provide better understanding of the perspectives of A-lister music concert attendees in 2023 on how sustainable reputation impacts their customer satisfaction levels. Overall, the data collected from the interviews found that the sustainable reputation of these concerts did in fact impact all the participants’ customer satisfaction levels to some extent. It was evident from the findings that different feelings and emotions such as guilt had an influence on customer satisfaction ratings. It was also highlighted that there is a lack of awareness and coverage on the subject, which meant that the participants were not aware of the extent that a sustainable reputation would have on their customer satisfaction levels until they were questioned about it. The research from this study provides a main recommendation that if A-lister artists want to increase the success rates of their events, then they need to create and implement more sustainable features into their concerts. By doing this it will ensure that their attendees are aware of the positive impacts they are having on the environment, economy, and society as this was a clear contributor to high customer satisfaction ratings.
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