Numerous people who enter a sports complex are there for a couple of different reason. These reasons can include such aspects of the fan experience as the nostalgic feel of the stadium, for the enjoyment of the competition, or even take their children to their first ball game. One of the lower concerns of the fans that come to these games are the face-to-face interaction that they have with individuals who are serving them their food. In order to be able to watch the entire game, these individuals want to place their orders and receive their food as quickly as possible. For professional sports teams such as the Los Angeles Rams or St. Louis Cardinals, they might need to consider installing self-serve food and beverage kiosks/stations
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Identical to retail, at a sporting event such as a game in the National Football League or in Major League Baseball, the hosting team needs to focus on serving as many customers as possible in the shortest amount of time while still providing them with a high level of service. This can often be a challenge for a stadium to accomplish, according to a study published in Sports, Business and Management, “sports venues are associated with high-contact and people-processing services, which dramatically fluctuate with level of demand; the usage is extremely high during competition seasons” (Voon, Nagarajah, & Murray, 2014, p. 126) Self-serve concession stands are vital to the customer satisfaction at a sports venue. The main factor that could potentially ruin a fan’s experience at the stadium, could be their interaction with an unruly employee. If a team has these self-serve concession stands in place, they would benefit the customer by speeding up the process of waiting in line for foods at these concession stands, as well as reducing the risk of upsetting the customer due to the potential attitude of an upset …show more content…
If this research does not get completed, every professional sports team that installs these could potentially see nothing but negative results. In order to properly assess if these self-serve kiosks will be a good idea each team needs to understand what their specific fan base wants. It is always difficult to determine what individuals wan unless they are asked. There are also other downsides to the utilization of machines that teams need to understand. When one of these self-serve concession stands malfunctions or break, they need to have a backup plan in place. Does the team choose to have employees on standby to walk through the crowd selling concessions to the people in the stands, or do they still have certain concession stands still operated by people throughout the stadium? One thing is for certain if a team is going to choose to install these self-serve kiosks they need to have individuals employed and on site for every game/event to be able to fix them at a moment’s notice as well as stock the food/drinks in them. Overall, as previously stated, if these self-serve concession stands are rolled out, both the fans and the owner of the team will be able to reap the rewards.
Works Cited
Gavett, G. (2015, March 11). How Self-Service Kiosks Are Changing Customer Behavior. Retrieved September 15, 2016, from
Identical to retail, at a sporting event such as a game in the National Football League or in Major League Baseball, the hosting team needs to focus on serving as many customers as possible in the shortest amount of time while still providing them with a high level of service. This can often be a challenge for a stadium to accomplish, according to a study published in Sports, Business and Management, “sports venues are associated with high-contact and people-processing services, which dramatically fluctuate with level of demand; the usage is extremely high during competition seasons” (Voon, Nagarajah, & Murray, 2014, p. 126) Self-serve concession stands are vital to the customer satisfaction at a sports venue. The main factor that could potentially ruin a fan’s experience at the stadium, could be their interaction with an unruly employee. If a team has these self-serve concession stands in place, they would benefit the customer by speeding up the process of waiting in line for foods at these concession stands, as well as reducing the risk of upsetting the customer due to the potential attitude of an upset …show more content…
If this research does not get completed, every professional sports team that installs these could potentially see nothing but negative results. In order to properly assess if these self-serve kiosks will be a good idea each team needs to understand what their specific fan base wants. It is always difficult to determine what individuals wan unless they are asked. There are also other downsides to the utilization of machines that teams need to understand. When one of these self-serve concession stands malfunctions or break, they need to have a backup plan in place. Does the team choose to have employees on standby to walk through the crowd selling concessions to the people in the stands, or do they still have certain concession stands still operated by people throughout the stadium? One thing is for certain if a team is going to choose to install these self-serve kiosks they need to have individuals employed and on site for every game/event to be able to fix them at a moment’s notice as well as stock the food/drinks in them. Overall, as previously stated, if these self-serve concession stands are rolled out, both the fans and the owner of the team will be able to reap the rewards.
Works Cited
Gavett, G. (2015, March 11). How Self-Service Kiosks Are Changing Customer Behavior. Retrieved September 15, 2016, from