2. Experience Staging

Refers to the physical tangible

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Unformatted text preview: the enduring challenge of elevating skills in experience staging of massive numbers of volunteers (e.g., coaches) and part- time and seasonal employees is substantially intensiྰed. The challenge for top- level managers is to provide leadership that establishes and sustains an organizational culture that deྰnes, interprets, and celebrates quality in terms of experiences of guests rather than numbers of participants who pass through turnstiles and numbers of names that appear on sports rosters. Management authorities in other industries increasingly assert that long- term success requires focus on metrics for quality guest experiences and customer service. This focus must supersede attention to “bottom line” ྰnances and short- term proྰt (Evans & Lindsay, 2008; Pyzdeck, 2002). In such organizations, quality becomes the responsibility of all employees, not simply the front- line personnel who interact directly with customers and guests. In many parks and recreation organizations, this challenge is particularly complex as a result of the presence and necessity of a large workforce of volunteers, who contribute essential labor to the organization as a result of diverse motives (e.g., Silverberg, Backman, Backman, & Ellis, 2000). Innovative solutions and research on efྰcacy of formal training approaches are needed to identify strategies that empower front- line personnel to consistently facilitate quality guest experiences. A number of additional implications for research are suggested by the experience industry concept and by the proposed model. First, many people note that this experience- staging technology is rooted in consumer behavior and business and, as a result, they conclude that the techniques are therefore applicable only to offerings for which value is reྰected in ྰnancial purchases (i.e., for- proྰt organizations). Investigation of the applicability of the techniques in not- for- proྰt and public sectors may be appropriate. Similarly, inv...
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