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Article
Publication date: 1 May 2003

Haralabos Stamatakis, Dimitris Gargalianos, Yiannis Afthinos and Pantelis Nassis

Identifies major issues of the contingency planning process covered by the Sydney Organizing Committee of Olympic Games (SOCOG) with regard to the various venues. For the…

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Abstract

Identifies major issues of the contingency planning process covered by the Sydney Organizing Committee of Olympic Games (SOCOG) with regard to the various venues. For the evaluation of the findings the Australian Business Excellence Framework has been used. The methodology includes a literature review and five in‐depth interviews with individuals who played an active role in the planning process. The results indicate that as far as the overall planning process is concerned, there has been: a lack of communication between the three levels of hierarchy within SOCOG 2000 (senior management, contingency planning project team and venue teams); a limited involvement of the venue management in the process in all levels; a poor follow up regarding the evaluation and the documentation of the contingency plans made; and a considerable inadequacy in terms of “real life” exercises that would enable the venue teams’ personnel to practice what has been planned.

Details

Facilities, vol. 21 no. 5/6
Type: Research Article
ISSN: 0263-2772

Keywords

Article
Publication date: 1 June 2005

Yanni Afthinos, Nicholas D. Theodorakis and Pantelis Nassis

Aims to identify the aspects of service delivery deemed most important by the users of Greek fitness centers and to examine whether their desires differ according to the…

9759

Abstract

Purpose

Aims to identify the aspects of service delivery deemed most important by the users of Greek fitness centers and to examine whether their desires differ according to the type of fitness center they use as well as according to certain demographic and motivation patterns.

Design/methodology/approach

The study was based on the QUESC instrument developed by Kim and Kim. A total of 346 individuals who were members of public and private fitness centers in Athens/Greece completed the questionnaires. An analysis of variance (ANOVA) test was conducted for each item of the instrument in order to examine whether different groups had different desires for service delivery. Where a difference between group means was identified, Duncan's multiple range tests were performed to determine which means were significantly different.

Findings

The aspects of service delivery desired more by sports centers users refer to the tangible elements of the facilities, the personnel attitudes and abilities, attributes related to the cost of participation and items related to the programming and scheduling of services provided. The findings also suggest that significant differences of desires exist between males and females as well as between users of public and private sports centers.

Research limitations/implications

The sample of the fitness centers was convenient rather than statistical. The reason was that there is no official agency in Greece with a complete list of fitness centers.

Practical implications

This paper is a useful source of information for fitness centers management to identify their customers’ wants, take action to improve service delivery, and establish standards of performance to address the identified customers’ needs.

Originality/value

This paper sought to address questions on the way certain demographic variables and patterns of use might affect sports centers’ users’ desires, so that an information package can be applied in making marketing decisions for improving sports centers service delivery.

Details

Managing Service Quality: An International Journal, vol. 15 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

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