Research On The Audience Services Quality Of World Snooker China Open

Along with sports event market competition day by day intense, the audience gradually is also enhancing to the sports event grade of service request.In this case, how understood clearly audience's demand, improves the sports event grade of service, increases the audience degree of satisfaction, becomes question which the sports event operation management structure must consider.This article is uses literature research techniques and so on material law, questionnaire survey procedure, expert interview law, mathematical method of average, take 2010 world World Snooker China Open as the object of study, using theories and so on grade of service disparity model carries on the analysis to the sports event grade of service--Discovers the question--Analysis reason--Puts forward the proposal.The findings are as follows:First, The sports event audience service quality concept: In the sports event, occurs in the audience and the sports event organizes the side, the audience and between the sports event correlation side by the invisible way in aspect and so on servicing facility, service environment, service personnel, service management contact as well as the sports event organizes to use for to satisfy the audience which internal operation produces to watch the competition demand a series of behavior activity. Second, World Snooker China Open service integrant part analysis:The integrant part mainly includes the hardware, the software and works.The hardware conducts the supporting facility equipment including the sports event which uses (for example transportation service, competition location); Software including sports event operation team, media propaganda, sports event organization supervisory work and so on; Works including the sports event staff, the volunteer and so on.Each integrant part complements one another, coordinates mutually, promotes mutually, plays the role together.Relates the sports event directly the grade of service.Third, Using the grade of service disparity model, from sports event grade of service visible, the guarantee, the reliability, responsiveness, moves disposition and so on five aspects on a line of analysis.Disparity biggest is the reliability, the guarantee, the disparity smallest is visible, responsiveness.Reflected the audience to athletic field aspect degrees of satisfaction and so on staff manner, equipment modernization is high, for the parking spot insufficiency, the staff uses aspect degrees of satisfaction and so on foreign language communication to be low. Fourth, Through the analysis, obtains World Snooker China Open sports event grade of service to have the problem in the below aspect: Whole service consciousness insufficient, the superintendent to the audience demand understood insufficient, does not arrive to service personnel's training and so on.Fifth, Should improve from following several aspects: The setting up whole grade of service idea, the enhancement sports event service personnel manages, strengthens the audience to expect the management and the behavior guidance, the enhancement sports event service key point management, summarizes the reason, the absorption lesson, has pointed to the deficiency earnestly improves.