| 731 | Saturday, April 16, 2005 |
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| 7:30 AM-8:30 AM | Convention Center:N139 |
| NASPE/Sport Management Council |
| Concepts of Must, Demand, Delight in the Sport and Fitness Industry |
| As competition for customers in the sport and fitness industry increases, sport organizations continuously pursue techniques to retain and satisfy customers. Practicing sport managers must create customer satisfaction formulas that are easily explainable to frontline personnel. Which service features "must" the organization provide? Which features does the customer "demand"? Which features will "delight" the customer? The program will explain Kano's model of customer satisfaction (developed in 1970's Japan) and demonstrate application in two settings: fitness industry and sport spectator. A frontline training exercise demonstrates how this triad of customer requirements can be incorporated into sport and fitness organizations. |
Keyword(s): administration/mgmt, exercise/fitness, sport management
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| Speaker: Sonja K. Lilienthal, San Jose State University, San Jose, CA |