论奥运会观众服务过程

The Process of the Service for Spectators in Olympic Games

依据服务营销学的理论对奥运会观众观赛经历包括的5个环节,即预订门票、前往赛场、进入场馆、观看比赛、离开场馆进行分解,明确奥运会观众观赛需求,提出优质的观众服务需要奥组委与城市运行部门通力合作,完善的硬件设施是优质高效的观众服务的基础,语言服务人员的供需矛盾需要引起注意,以及只有提前预测观众需求,提供观众除赛事本身以外的其他附加价值,观众才能真正得到满足的结论。

According to the Service Marketing Theory,an analysis was made on the 'Olympic spectator experiences' which include five activities such as ordering tickets,access to the venue,entering the stadiums,watching competitions and leaving the venue.Based on the understanding of the Olympic spectator's needs and behavior pattern in the venue,the following conclusions were summarized.Firstly,the high quality spectator service requires the smooth coordination between the Olympic Organizing Committee and the City Operation Departments.Secondly,perfect facilities are greatly helpful for improving the quality of the spectator service.Thirdly,the conflict between high demands and low supplies of the language service staffs should be attached enough attention.Finally,spectators will feel satisfied with their Olympic Experience as long as organizers can provide not only the excited competitions but also the additional value to the spectators on the basis of the accurate expectation of the spectator needs.