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竞技体育赛场观众服务质量主要表现为一种过程质量,即服务交互质量。为全面系统地分析赛场服务交互质量,通过结合赛场服务的特性,在继承和发展了传统服务交互理论基础上,分析了赛场服务中各主客体之间的交互关系。赛场观众服务的交互性决定了观众对赛场服务质量的感知不仅取决于赛场所提供的各类服务资源,观众参与同样对服务质量感知有重要影响。因此在赛场服务质量的提升中要借助各种服务理论,从营造场馆环境氛围、提高赛场服务人员素质和树立以观众为导向的竞赛理念入手,来加强赛场服务资源质量的供给,并引导观众合理参与,从而增强观众对赛场服务体验的效果。
The service quality of spectators in athletics arena is mainly represented by the quality of process, namely, the quality of service interaction. In order to comprehensively and systematically analyze the interactive quality of the stadium service, based on the characteristics of the stadium service, based on the inheritance and development of the traditional service interaction theory, the interaction between the main and the subject in the stadium service is analyzed. The interactive nature of the audience service determines that the audience’s perception of the service quality of the stadium depends not only on the various types of service resources provided by the stadium, but also on the quality of service. Therefore, in improving the service quality of stadiums, we should make use of various service theories to enhance the quality of stadium service resources from the perspectives of creating a venue atmosphere, improving the quality of court staff and establishing audience-oriented competition ideas, and to guide the audience to a reasonable level Participation, thereby enhancing the audience on the court experience of the service effect.