Chapter 4 - Building the Fan Services & Experience Team
Without the skills, knowledge, and effort of people, other organizational resources may be ineffective or unused. People are the foundation of any organization-they perform routine operations and make strategic decisions that support fan-centric objectives and contribute to revenue and profitability.
People are responsible for effectively utilizing and managing the organization’s resources: capital, physical assets, and technology. They are critical for building and maintaining relationships with fans, providing excellent service, responding to inquiries and complaints, and fostering fan loyalty. They are equally critical for constructing and sustaining an event, stadium, or club’s image and reputation, and for promoting organizational values and culture to external stakeholders. These elements directly influence fan attraction and loyalty.
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HSE (UK Health and Safety Executive) - The Purple Guide to Health, Safety and Welfare at Music and Other Events
https://www.thepurpleguide.co.uk/purple-guide-liteAssociation of Volunteer Managers
https://volunteermanagers.org.uk/learning-and-events/Crossing the Bridge Between Safety and Fan Delight – European Stadium & Safety Management Association
https://essma.eu/news/article/crossing-bridge-between-safety-and-fan-delightFootball Fan Experience – Deloitte (2023)
https://www2.deloitte.com/content/dam/Deloitte/it/Documents/technology-media-telecommunications/2023-football-fan-experience-eng.pdf20 Stadium Fan Experience Metrics to Track in 2026 – Mappedin (2025)
https://www.mappedin.com/resources/blog/stadium-fan-experience-metrics/A Guide to Service Blueprinting – Adaptive Path / Capital One
https://www.dga.or.th/wp-content/uploads/2019/09/file_26e487aea69af163911dc4f6e6b8abd4.pdfCustomer Satisfaction with Game and Service Experiences: Antecedents and Consequences – Masayuki Yoshida, Jeffrey D. James, Journal of Sport Management (2010)
https://doi.org/10.1123/jsm.24.3.338The Role of Service Quality and Ticket Pricing on Satisfaction and Behavioural Intention in Professional Football – Rui Biscaia et al., International Journal of Sports Marketing and Sponsorship (2013)
https://doi.org/10.1108/IJSMS-14-04-2013-B004Measurement and Management of the Sportscape – Kirk L. Wakefield, Jeffrey G. Blodgett, Hugh J. Sloan, Journal of Sport Management (1996)
https://doi.org/10.1123/jsm.10.1.15