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Management of multi-purpose stadiums: Importance and performance measurement of service interfaces
Publikationstyp
Journal Article
Date Issued
2010-08-01
Sprache
English
Author(s)
TORE-URI
Volume
14
Issue
2-3
Start Page
188
End Page
207
Citation
International Journal of Services, Technology and Management, 14 (2-3): 188-207 (2010-08-01)
Publisher DOI
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.
Subjects
Arena management
Importance-performance measurement
Index values
Multi-purpose stadiums
PLS path modelling
Service interfaces
Visitor satisfaction
DDC Class
000: Allgemeines, Wissenschaft