浅谈马拉松赛事服务质量的优化

On the Optimization of Service Quality of Marathon

近年来,国内马拉松赛事办赛数量呈阶梯式增长,马拉松赛事的跑者和观众也越来越多,马拉松赛事在体育产业中扮演着越来越重要的角色,拉动了经济增长,带动了相关产业的发展。与此同时,赛事服务质量的问题也开始引起了广泛的关注。该文运用文献资料法、实地考察法和实地访谈法,结合扎根理论从服务质量的构成和评价对马拉松赛事服务质量进行研究,进一步丰富马拉松赛事服务质量的相关理论,从重点服务、优化服务、情感交流3个主要的维度,尝试提出马拉松赛事服务质量优化的建议。

In recent years,the number of domestic marathon events is increasing step by step,and more and more marathon runners and spectators.Marathon events play an increasingly important role in the sports industry,driving economic growth and promoting the development of related industries.At the same time,the quality of event service has also begun to cause widespread concern.This paper uses the methods of literature review,on-the-spot investigation and on-the-spot inter view,combined with the grounded theory,studies the service quality of marathon from the composition and evaluation of service quality,further enriches the relevant theories of service quality of marathon events,and tries to put forward suggestions on service quality optimization of marathon events from three main dimensions of key service,optimization service and emotional communication.