Chapters 10 and 11 Flashcards
non-standard labor
unique for sport facilities and events, part-time, temp work which can help core areas with assists
event organizations
organizations that bring together the resources needed for planning and executing an event
pulsating event organization
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
one-off event characteristics
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
intrinsic rewards
internal drive to perform tasks within the organization
extrinsic rewards
external drive to perform tasks within the organization
managing staff
sources of labor: core staff, nonstandard labor
stress, burnout, retention: source of stress, job insecurity and retention
motivation and emotional connections
Volunteer Levels
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
egoism
self driven needs
altruism
individual’s selfless desire to help improve others welfare (helping others to give back to society)
social motives
socializing with others
AES Motives Applied, 7 Factors (know 3)
Expression of values
Community involvement
Intrapersonal contacts
Career orientation
Personal growth
Extrinsic rewards
Love of sport
volunteer satisfaction
emotional reaction based on previous experiences, expectations, and viable alternatives
pulsating organization
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
organizational culture
set of shared values, beliefs, and assumptions that guide behavior
outsourcing
using a third party organization to manage a component of the organization’s services
role ambiguity
lack of clearly defined job duties
burnout
result of physical or mental exhaustion from the workload
specialist volunteer
volunteers who could fill technical roles or bring specific skill sets to the event or organization
episodic volunteer
short term volunteers who require lower labels of commitment and are non-specialist in nature
customer service
A series of activities designed to enhance the level of customer satisfaction
Importance of Customer Service
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
Relationship building content
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
Stages of Loyalty
Cognitive stage
Affective stage
Conative loyalty
Action stage
SERVQUAL
measures the service quality of sport facilities and events
TEAMQUAL
measure the performance of ticket takers, ticket ushers, merchandisers, concessionaires, and customer representatives
core product
the main product that is made by the company for the customer (ie. the sport event or contest)
peripheral product
an element of the core product that complements its existence (ie. concessions, merchandise, dance teams)
Cognitive stage
initial awareness
Affective stage
comfort and familiarity
Conative loyalty
intent to move on it
Action stage
consumption; convert to loyal customer for discretionary income
