Management of multi-purpose stadiums: Importance and performance measurement of service interfaces

被引：195
|
作者：
Höck C. [1 ]
Ringle C.M. [2 ,3 ]
Sarstedt M. [4 ]
机构：
[1] Institute for Marketing and Media, University of Hamburg, Von-Melle-Park 5
[2] Institute for Industrial Management and Organisations, University of Hamburg, Von-Melle-Park 5
[3] Centre for Management and Organisation Studies (CMOS), University of Technology Sydney (UTS), Sydney
[4] Institute for Market-Based Management, University of Munich, Kaulbachstr. 45 / I
来源：
International Journal of Services, Technology and Management | 2010年 / 14卷 / 2-3期
关键词：
Arena management; Importance-performance measurement; Index values; Multi-purpose stadiums; PLS path modelling; Service interfaces; Visitor satisfaction;
D O I：
10.1504/IJSTM.2010.034327
中图分类号：
学科分类号：
摘要：
Maintaining and increasing visitor satisfaction is a crucial success factor in managing modern, multi-functional stadiums for sports, concerts, shows and other kinds of events. Based on a typical service delivery process when attending an event, this study identifies the relevant factors that influence visitor satisfaction with stadiums. An analysis of this process and its service interfaces by means of direct observation allows us to establish relationships in a structural equation model. Using data from almost 2,500 visitors of a major German multi-purpose stadium, the hypothesised relationships are subsequently tested by means of the partial least squares (PLS) path modelling approach. An importance-performance map-based assessment is used to derive recommendations for improving service interface performance and hence, visitor satisfaction.Copyright©2010 Inderscience Enterprises Ltd.
引用
收藏
页码：188 / 207
页数：19
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