Chapters 10 and 11

Question 1

non-standard labor

Answer 1

unique for sport facilities and events, part-time, temp work which can help core areas with assists

Question 2

event organizations

Answer 2

organizations that bring together the resources needed for planning and executing an event

Question 3

pulsating event organization

Answer 3

the event expands at the planning stage, then modest work in the off-event phase

these occur either at the same venue or can change venues and occur again

Question 4

one-off event characteristics

Answer 4

3 major phases (ex. Super Bowl)

planning, implementation, wrap up

4 yrs ahead in planning; host committee grows as the event draws closer; when over, people move on or unemployed

Question 5

intrinsic rewards

Answer 5

internal drive to perform tasks within the organization

Question 6

extrinsic rewards

Answer 6

external drive to perform tasks within the organization

Question 7

managing staff

Answer 7

sources of labor: core staff, nonstandard labor

stress, burnout, retention: source of stress, job insecurity and retention

motivation and emotional connections

Question 8

Volunteer Levels

Answer 8

Serious- a career volunteer; specialist volunteer who can do specific roles and shows up

Casual- episodic volunteer; short-term-low commitment
Project based- requires skill, knowledge, planning not usually repeated often

Question 9

egoism

Answer 9

self driven needs

Question 10

altruism

Answer 10

individual’s selfless desire to help improve others welfare (helping others to give back to society)

Question 11

social motives

Answer 11

socializing with others

Question 12

AES Motives Applied, 7 Factors (know 3)

Answer 12

Expression of values
Community involvement
Intrapersonal contacts
Career orientation
Personal growth
Extrinsic rewards
Love of sport

Question 13

volunteer satisfaction

Answer 13

emotional reaction based on previous experiences, expectations, and viable alternatives

Question 14

pulsating organization

Answer 14

an organization that creates a cycle where they radically expand their labor force and operations around the time of the event and hen contract to a more modest core staff

Question 15

organizational culture

Answer 15

set of shared values, beliefs, and assumptions that guide behavior

Question 16

outsourcing

Answer 16

using a third party organization to manage a component of the organization’s services

Question 17

role ambiguity

Answer 17

lack of clearly defined job duties

Question 18

burnout

Answer 18

result of physical or mental exhaustion from the workload

Question 19

specialist volunteer

Answer 19

volunteers who could fill technical roles or bring specific skill sets to the event or organization

Question 20

episodic volunteer

Answer 20

short term volunteers who require lower labels of commitment and are non-specialist in nature

Question 21

customer service

Answer 21

A series of activities designed to enhance the level of customer satisfaction

Question 22

Importance of Customer Service

Answer 22

Measure of management performance

Related to the positioning of the organization

Key determinant of ultimate consumer behaviors variables such as customer loyalty and re-patronage

Question 23

Relationship building content

Answer 23

Have effective feedback systems in place

Use a reliable customer relationship management strategy

Stay on the cutting edge of new technology

Strive for a high customer satisfaction rate

Conduct regular training sessions for all members of staff

Question 24

Stages of Loyalty

Answer 24

Cognitive stage

Affective stage

Conative loyalty

Action stage

Question 25

SERVQUAL

Answer 25

measures the service quality of sport facilities and events

Question 26

TEAMQUAL

Answer 26

measure the performance of ticket takers, ticket ushers, merchandisers, concessionaires, and customer representatives

Question 27

core product

Answer 27

the main product that is made by the company for the customer (ie. the sport event or contest)

Question 28

peripheral product

Answer 28

an element of the core product that complements its existence (ie. concessions, merchandise, dance teams)

Question 29

Cognitive stage

Answer 29

initial awareness

Question 30

Affective stage

Answer 30

comfort and familiarity

Question 31

Conative loyalty

Answer 31

intent to move on it

Question 32

Action stage

Answer 32

consumption; convert to loyal customer for discretionary income