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

Hock, C; Ringle, C; Sarstedt, M

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

Hock, C Ringle, C Sarstedt, M

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Publisher:: Inderscience Publishers
Publication Type:: Journal Article
Citation:: International Journal of Services Technology and Management (IJSTM), 2010, 14 (2/3), pp. 188 - 207
Issue Date:: 2010-01

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Field	Value	Language
dc.contributor.author	Hock, C	en_US
dc.contributor.author	Ringle, C	en_US
dc.contributor.author	Sarstedt, M	en_US
dc.date.issued	2010-01	en_US
dc.identifier.citation	International Journal of Services Technology and Management (IJSTM), 2010, 14 (2/3), pp. 188 - 207	en_US
dc.identifier.issn	1460-6720	en_US
dc.identifier.uri	http://hdl.handle.net/10453/14048
dc.description.abstract	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.	en_US
dc.publisher	Inderscience Publishers	en_US
dc.relation.ispartof	International Journal of Services Technology and Management (IJSTM)	en_US
dc.relation.isbasedon	10.1504/IJSTM.2010.034327	en_US
dc.subject.classification	Business & Management	en_US
dc.title	Management of multi-purpose stadiums: Importance and performance measurement of service interfaces	en_US
dc.type	Journal Article
utslib.citation.volume	2/3	en_US
utslib.citation.volume	14	en_US
utslib.for	1503 Business and Management	en_US
utslib.for	1502 Banking, Finance and Investment	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.consider-herdc	true	en_US
pubs.issue	2/3	en_US
pubs.volume	14	en_US

Abstract:

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.

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http://hdl.handle.net/10453/14048