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

Authors: Claudia Hock, Christian M. Ringle, Marko Sarstedt

Addresses: Institute for Marketing and Media, University of Hamburg, Von-Melle-Park 5, 20146 Hamburg, Germany. ' Institute for Industrial Management and Organisations, University of Hamburg, Von-Melle-Park 5, 20146 Hamburg, Germany; Centre for Management and Organisation Studies (CMOS), University of Technology Sydney (UTS), Sydney, Australia. ' Institute for Market-Based Management, University of Munich, Kaulbachstr. 45 / I, 80539 Munich, Germany

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.

Keywords: multi-purpose stadiums; service interfaces; visitor satisfaction; importance-performance measurement; arena management; PLS path modelling; index values; service delivery; customer satisfaction; structural equation modelling; Germany; partial least squares.

DOI: 10.1504/IJSTM.2010.034327

International Journal of Services Technology and Management, 2010 Vol.14 No.2/3, pp.188 - 207

Available online: 01 Aug 2010 *

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