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Role of employees and customers in service delivery in the sports industry

In: Services in Sport Management

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Abstract

This chapter offers a comprehensive examination of the intricate dynamics inherent in the sports sector. The initial section scrutinizes the pivotal role of employees, delving into boundary-spanning functions and the diverse responsibilities assumed by internal customers. The chapter’s objectives encompass a nuanced understanding of service providers’ roles, elucidation of boundary-spanning duties, and discernment of the multifaceted contributions of internal customers. Subsequently, the narrative navigates the critical terrain of understanding and managing customers in the sports industry, addressing heightened customer participation and the distinctive realm of sports fandom. Objectives extend to explicate the customer’s role in service delivery and unravel the impact of sports fans on this landscape. Amidst these scholarly discussions, the chapter aims to furnish readers with insights into adeptly navigating challenging customer scenarios, thereby providing a scholarly exploration of service relationships within the dynamic purview of sports.

Suggested Citation

  • ., 2024. "Role of employees and customers in service delivery in the sports industry," Chapters, in: Services in Sport Management, chapter 8, pages 164-180, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:22923_8
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    File URL: https://www.elgaronline.com/doi/10.4337/9781035324316.00011
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