Sports operations management: examining the relationship between environmental uncertainty and quality management orientation

2.50
Hdl Handle:
http://hdl.handle.net/2436/621149
Title:
Sports operations management: examining the relationship between environmental uncertainty and quality management orientation
Authors:
Bamford, David; Hannibal, Claire ( 0000-0001-6840-9097 ) ; Kauppi, Katri; Dehe, Benjamin ( 0000-0002-3016-1871 )
Abstract:
Research question: The outcome of a sporting competition is uncertain and one of the key reasons for the sustained popularity of spectator sport. Whilst unique and exciting, this context poses challenges for the management of the sporting experience as there is no control over the outcome of the competition; a disappointing result on-field may translate to a disappointing overall experience for the spectators. We wish to understand if and how quality management practices can be used in off-field operations to mitigate on-field uncertainty, and thus have greater control over spectator perception of the sporting experience. Research methods: A multi-country survey of operations managers of sporting stadia in the United Kingdom, United States, Canada, Australia and New Zealand was conducted. We operationalize environmental uncertainty as spectator co-creation and enforced collaboration, and assess quality management orientation from both a customer and process perspective. Linear regression is used for data analysis. Results and Findings: Surprisingly, we find that environmental uncertainty does not encourage the orientation of quality management practices towards the customer. Instead, we find a greater application of process focus. In considering sporting fans as passive customers rather than active co-creators of value, quality management practices seem to have skewed towards process rather than person. Implications: Customer satisfaction appears as secondary to process performance in the sample of stadia examined. This is in contrast to studies that have encouraged a focus on the customer in contexts of environmental uncertainty. We suggest a renewed focus on the customer for the longevity of sporting stadia.
Citation:
Sports operations management: examining the relationship between environmental uncertainty and quality management orientation 2018:1 European Sport Management Quarterly
Publisher:
Taylor & Francis
Journal:
European Sport Management Quarterly
Issue Date:
22-Feb-2018
URI:
http://hdl.handle.net/2436/621149
DOI:
10.1080/16184742.2018.1442486
Additional Links:
https://www.tandfonline.com/doi/full/10.1080/16184742.2018.1442486
Type:
Article
Language:
en
ISSN:
1618-4742
Appears in Collections:
Management Research Centre

Full metadata record

DC FieldValue Language
dc.contributor.authorBamford, Daviden
dc.contributor.authorHannibal, Claireen
dc.contributor.authorKauppi, Katrien
dc.contributor.authorDehe, Benjaminen
dc.date.accessioned2018-03-01T14:20:38Z-
dc.date.available2018-03-01T14:20:38Z-
dc.date.issued2018-02-22-
dc.identifier.citationSports operations management: examining the relationship between environmental uncertainty and quality management orientation 2018:1 European Sport Management Quarterlyen
dc.identifier.issn1618-4742en
dc.identifier.doi10.1080/16184742.2018.1442486-
dc.identifier.urihttp://hdl.handle.net/2436/621149-
dc.description.abstractResearch question: The outcome of a sporting competition is uncertain and one of the key reasons for the sustained popularity of spectator sport. Whilst unique and exciting, this context poses challenges for the management of the sporting experience as there is no control over the outcome of the competition; a disappointing result on-field may translate to a disappointing overall experience for the spectators. We wish to understand if and how quality management practices can be used in off-field operations to mitigate on-field uncertainty, and thus have greater control over spectator perception of the sporting experience. Research methods: A multi-country survey of operations managers of sporting stadia in the United Kingdom, United States, Canada, Australia and New Zealand was conducted. We operationalize environmental uncertainty as spectator co-creation and enforced collaboration, and assess quality management orientation from both a customer and process perspective. Linear regression is used for data analysis. Results and Findings: Surprisingly, we find that environmental uncertainty does not encourage the orientation of quality management practices towards the customer. Instead, we find a greater application of process focus. In considering sporting fans as passive customers rather than active co-creators of value, quality management practices seem to have skewed towards process rather than person. Implications: Customer satisfaction appears as secondary to process performance in the sample of stadia examined. This is in contrast to studies that have encouraged a focus on the customer in contexts of environmental uncertainty. We suggest a renewed focus on the customer for the longevity of sporting stadia.en
dc.language.isoenen
dc.publisherTaylor & Francisen
dc.relation.urlhttps://www.tandfonline.com/doi/full/10.1080/16184742.2018.1442486en
dc.rightsArchived with thanks to European Sport Management Quarterlyen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectquality managementen
dc.subjectoperationsen
dc.subjectcustomeren
dc.subjectprocessen
dc.titleSports operations management: examining the relationship between environmental uncertainty and quality management orientationen
dc.typeArticleen
dc.identifier.journalEuropean Sport Management Quarterlyen
dc.contributor.institutionOperations Management, The Business School, University of Huddersfield, Huddersfield, UK-
dc.contributor.institutionOperations Management, University of Wolverhampton Business School, Wolverhampton, UK-
dc.contributor.institutionLogistics and Supply Chain Management, Aalto University School of Business, Helsinki, Finland-
dc.contributor.institutionOperations Management, The Business School, University of Huddersfield, Huddersfield, UK-
dc.date.accepted2018-02-
rioxxterms.funderInternalen
rioxxterms.identifier.projectUoW010318CHen
rioxxterms.versionAMen
rioxxterms.licenseref.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/en
rioxxterms.licenseref.startdate2019-08-22en
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