Assessing The Influence Of Sport Security Operations On The Guest Experience: Using The Delphi Method To Understand Practitioner Perspectives

Abstract

Increases in sport security measures may have an influence on guests’ decisions to attend sporting events or stay longer at them if they are already present. There is currently a dearth of literature on the consequences of security measures and related technologies on the guest experience and its resultant impact on revenue generation. This project, however, aims to be an important, initial attempt to fill this gap. This project involved a panel of subject matter experts currently working for a sport venue whose anchor tenant is in one of the United States’ four, major, professional sport leagues to determine how they perceive security issues and the potential effects of such issues on the guest experience through the use of the Delphi method (Dalkey & Helmer, 1963). The data yielded from this study emphasized both the importance of minimally impacting guests’ time while also requiring personnel to serve guests with skills across a wide range of customer service matters to engage them effectively