Evaluating sport club board performance : a customer perspective

McDonald, Heath and Sherry, Emma 2010, Evaluating sport club board performance : a customer perspective, Journal of sport management, vol. 24, no. 5, pp. 524-543.

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Title Evaluating sport club board performance : a customer perspective
Author(s) McDonald, Heath
Sherry, Emma
Journal name Journal of sport management
Volume number 24
Issue number 5
Start page 524
End page 543
Publisher Human Kinetics
Place of publication Champaign, Ill.
Publication date 2010-10
ISSN 0888-4773
1543-270X
Summary When assessing board performance, customers are often overlooked as a stakeholder group. Yet, dissatisfied customers have successfully acted to have boards removed, and we have seen this scenario occur repeatedly among professional sport organizations governed by boards. The purpose of this research was to identify the factors affecting customer perceptions of sport club board performance, and guide organizations in the management of those perceptions. After extensive qualitative research, over 20,000 season ticket holders (STHs) from 14 different professional sport clubs were surveyed. The results suggest that a combination of overt performance measures (e.g., profits) and subjective, nonfinancial measures (e.g., feelings of inclusion) are used by customers to assess sport boards. Overall perceptions of the board directly influence customer satisfaction, and are strongly correlated with on-field performance and customer inclusion, suggesting boards are perceived to have a role to play in both areas. Perceptions of board performance are, therefore, worth managing in a holistic manner, balancing strong financial and club management with a particular emphasis on inclusive practices.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
HERDC collection year 2010
Copyright notice ©2010, Human Kinetics
Persistent URL http://hdl.handle.net/10536/DRO/DU:30020143

Document type: Journal Article
Collection: Deakin Graduate School of Business
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