SMGT 3143- Final Exam Guide - Comprehensive Notes for the exam ( 27 pages long!)
Document Summary
What is sport: all forms of physical activity which aim at expressing or improving physical fitness and mental well-being, forming social relationships or obtaining results in competition at all levels. Sport product: a good: a physical object that can be produced at one time and used later, a service: an occurrence, process, or experience performed for a customer, almost all products offered by sport organizations are services. Intangibility: services have no physical presence, and cannot be touched, customers cannot judge the quality of the product before actually experiencing it, employees have difficulty communicating the quality of services, pricing is difficult, ex. Augmented reality for super bowl tickets (stubhub: heterogeneity, the quality of services varies from time to time. Individual differences among service providers: performance differences of a particular provider, customers" states of mind. Interplay within customers can also affect service quality. Other unique aspects of sport services: consumer psychology.
