国外职业联赛观众服务质量构成维度研究综述

Overview Research on Dimensions of Spectators Service Quality in Foreign Professional Leagues

在大量梳理国外职业联赛赛事服务质量的有关研究文献发现,国外职业联赛观众服务质量主要由场馆环境质量、过程质量和结果质量三方面构成。场馆环境质量包括馆内因素和馆外因素。过程质量由俱乐部的员工态度与行为,观众之间的相互影响,以及各类辅助物品质量构成。结果质量不仅包括赛中球队表现及比赛的竞争平衡性,还包括赛前对球队质量的感知及赛后比赛结果的感知。场馆环境质量、过程质量和结果质量三者之间相互依存,从整体上共同对观众产生交互影响。国外丰富的研究成果为我国职业联赛提高服务质量提供了有意义的借鉴与参考。

The work of consultation of voluminous documents on service quality for sport event in international professional league shed light on the facts as follows. Physical environment quality of game venues, quality of process, quality of outcome are three composing elements of the service quality. The first is made up of game venues with interior factors as well as exterior ones. The second is composed respectively of the club employee, interaction of fans and the quality of auxiliary goods, while the third not only includes factor of team performance, competition balance during the games, but also that of perception of team quality before game and the perception of results after game. These are three elements interdependent with each other and integrally exerting impact upon spectators. Finally, it is highly advisable to enhance service quality within domestic professional games while the international research findings can be used to its full.