Influence of Service in a Sports Environment: Case Study on Borussia Bortmund

Authors: Philipp Sauer, Brandon D. Spradley, Fred J. Cromartie

Affiliations: United States Sports Academy

Corresponding Author:
Philipp Sauer, Ed.D.
Breddestr.36
58452 Witten
Germany
japhil@t-online.de
+49 151 44510307

Philipp Sauer received his doctoral degree (Ed.D.) in Sports Management from the United States Sports Academy.

ABSTRACT
The purpose of this study was to investigate the effects of internal and external service factors on customer satisfaction in a sports environment. The study was conducted at Germany’s largest soccer stadium, the Signal Iduna Park of Borussia Dortmund, with a capacity of 80,720 people. The study used two questionnaires: (1) a demographic survey and (2) a customer satisfaction survey on service quality. This questionnaire focused on the five dimensions of facilities, staff, security, access, and reliability.

Several statistical methods were used for analyzing the results. Descriptive statistics were used to compare and illustrate research findings. Spearman Rank-Order Correlation was used to identify correlations between customer satisfaction of service quality and demographic characteristics. In addition, regression analysis was used to investigate the relationships between a dependent variable and one or more independent variables. It was used to find the equation that represents the relationship between the variables.

The findings revealed that satisfaction with employee services had the highest impact on the overall customer satisfaction. As a result, the sport managers must create an attractive organizational climate to recruit and retain highly-motivated employees who are positive and courteous every time they speak to a customer. Service managers must understand that employees have a major impact on overall customer satisfaction.

Continue reading

Service Personnel as a Key Success Factor in a Sports Environment

Authors: Philipp Sauer, Brandon D. Spradley, Fred J. Cromartie

Affiliations: United States Sports Academy

Corresponding Author:
Philipp Sauer, Ed.D.
Breddestr.36
58452 Witten
Germany
japhil@t-online.de
+49 151 44510307

Philipp Sauer received his doctoral degree (Ed.D.) in Sports Management from the United States Sports Academy. Furthermore, he is an alumnus of the University of Liverpool, UK and the European University of Applied Sciences, Germany. His academic work mainly focuses on service and customer relationship management.

ABSTRACT
Organizations have learned that services contribute largely to the success of product selling. The arrival of the Internet has transferred power from the suppliers to the customers. There are several industries, which have experienced heavy changes in the last few decades. The financial and travel industries are two prime examples of how rigid structures have changed significantly.

Like organizations from traditional industries, sport organizations face the challenge of meeting the rising expectations of spectators. A successful philosophy that focuses on total quality orientation in the transaction of the provider with the consumer asks organizations to clearly define their customers for being able to identify and respond to needs, but also to influence what is perceived service quality by the targeted segment of the market (Papadimitriou & Karteroliotis, 2000).

Continue reading

The Examination of Opinions of Academicians Who Are Expert on Sport Sciences about the Impact of Social Media Consumption on Institutional Image in Turkey

Authors: Ali Gurel Goksel, Mugla Sitki Kocman University, Faculty of Sports Sciences, Turkey.

Corresponding Author:
Ali Gurel Goksel, PhD
Mugla Sitki Kocman University, Faculty of Sports Sciences
Kotekli/Mugla, 48000
aligoksel@mu.edu.tr
002522111951

Ali Gurel Goksel is a research assistant in Sports Exercise Science at the Mugla Sitki Kocman University studying public relations and communications in sports.

The Examination of Opinions of Academicians Who Are Expert on Sport Sciences about the Impact of Social Media Consumption on Institutional Image in Turkey 

ABSTRACT
The aim of this study was to examine opinions of academicians who are experts in sport sciences about the impact of social media consumption on institutional image, shared content, institutional representation of staff in social media and sanction related to shared content of academic staff in Turkey. 1512 academicians working at public universities in Turkey constitute the population of the study. 343 sport scientists voluntarily participated in this study. Data was collected by using Social Media Consumption and Institutional Image Scale, developed by Ozel (2014) and by using Personal Information form designed by the author. Collected data was analyzed by using descriptive test, independent t test for two groups, one-way ANOVA, Tukey test and Pearson Correlation test. Consequently, because universities make an effort to protect their institutional image in front of public, they can decide to suspend, investigate or remove the academicians sharing their political views including despiteful comments.

Continue reading

Comparison of Shotokan Karate Injuries against Injuries in other Martial Arts and Select NCAA Contact Sports

Authors: John-David Swanson, Jacquelynn Morrissey, Adam Barragan

Corresponding Author:
John-David Swanson, Ph.D.
Department of Biology and Biomedical Sciences,
Salve Regina University,
100 Ochre Point Ave,
Newport, RI 02840
jd.swanson@salve.edu
401-3413165

John-David Swanson is an Associate Professor and Interim Chair of the Department of Biology and Biomedical Sciences at Salve Regina University. A long time Shotokan Karate Practitioner he is the Director of both the National Collegiate Karate Association and the East Coast Collegiate Karate Union.

Comparison of Shotokan karate Injuries against Injuries in other Martial Arts and Select NCAA Contact Sports

ABSTRACT
United States Collegiate Shotokan karate clubs have historically played a vital role in the spread of the art of Shotokan karate. Additionally, Karate being included in the 2020 Olympics is expected to afford an increase in participation. In recent years, however, there has been an increase in risk management policies at universities to protect the liability of the school and increase the safety of the students who participate in any kind of athletic activity. While these policies are important, they vary depending on the type of sport or activity, resulting in different athletic activities being categorized into various categories based on their perceived risk. Shotokan karate is often placed into the high-risk category, with resulting policies being implemented in such a way as to make the day-to-day running of a Shotokan karate Club difficult to impossible. Interestingly, there is very little evidence that Shotokan karate is a high-risk sport and is deserving of the policies and regulations that it is often subjected to. To date, current risk assessments for injuries in Shotokan karate exist but have not been collated and organized in a meaningful way. To this end, using the current available data for injuries in Shotokan karate, this study aims to compare Shotokan karate to other types of martial arts and other collegiate sports, while looking at parameters including, but not limited to, the duration of training and number of days of training per week, to identify the safest ranges and determine ways to help prevent injury. It is hoped that in collating these data collegiate clubs will be able to help college policy makers to reach more informed decisions regarding risk management with respect to this sport.

Continue reading

Your Financial (Life) Game Plan

Authors: Rick Johnston, Frank Messina, Stephanie Yates

Corresponding Author:
Frank Messina, PhD, CPA
1150 10th Avenue South
Birmingham Al, 35294
fmessina@uab.edu
205-934-8827

Rick Johnston is an Associate Professor of Accounting at the UAB Collat School of
Business. His research interests involve capital markets and the creation/use/regulation of
Information. He has published in the Journal of Accounting and Economics, Journal of
Accounting Research, Management Science, and Contemporary Accounting Research.

Frank Messina is the Alumni & Friends Endowed Professor of Accounting at the Collat School of Business, University of Alabama at Birmingham and a Certified Public Accountant. He is also the university’s NCAA Faculty Athletics Representative.

Stephanie Yates is the Director and Endowed Professor for the Regions Institute for Financial Education (RIFE) at UAB. The RIFE focuses on increasing financial literacy in students and adults throughout Alabama and beyond.

Your Financial (Life) Game Plan

ABSTRACT
Athletes face incredible financial uncertainty despite the potential to earn significant incomes. A key unknown is the duration of their playing career. A large body of anecdotal evidence suggests many athletes are financially challenged or bankrupt shortly after their playing career ends. This article explores some of the causes of these financial troubles and highlights some key considerations for athletes to consider to avoid such an outcome.

Continue reading