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It’s More than Just a Game: The Effect of Core and Supplementary Services on Customer Loyalty

March 24, 2015 Comments off

It’s More than Just a Game: The Effect of Core and Supplementary Services on Customer Loyalty
Source: Cornell School of Hotel Administration, Center for Hospitality Research

All service providers seek to provide a comprehensive experience for their customers, with the goal of cementing customer loyalty and encouraging future purchases. In most services, we can identify core aspects (e.g., a good night’s sleep at a hotel) and supplementary aspects (e.g., concierge and valet services). For professional sports, the core service is the sporting contest itself, but many other supplementary services may also be included. We use a comprehensive dataset of over 7,000 patrons of a major professional sport in the United States to determine how customers’ satisfaction with core and supplementary services influence their intent to repeat a ticket purchase. We find that satisfaction with both core and supplementary services are important for loyal customers, but first-time customers tend to focus only on core service satisfaction when considering whether to purchase another ticket. One implication of this study is that firms should focus on their customers’ full experience. Firms must first focus on their core services and then augment them appropriately with supplementary services.

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Superbowl Ads

March 6, 2015 Comments off

Superbowl Ads
Source: Stanford Graduate School of Business

We explore the effects of television advertising in the setting of the NFL’s Super Bowl telecast. The Super Bowl is the largest advertising event of the year and is well suited for measurement. The event has the potential to create significant increases in “brand capital” because ratings average over 40 percent of households and ads are a focal point of the broadcast. Furthermore, variation in exposures is exogenous because a brand cannot choose how many impressions it receives in each market. Viewership is determined based on local preferences for watching the two competing teams. With this significant and exogenous variation in Super Bowl advertising exposures we test whether advertisers’ sales are affected accordingly. We run our analysis using Nielsen ratings and store level sales data in the soda and beer categories. We find that Super Bowl ads can generate significant increases in revenue and volume per household. However, when two major soda brands both advertise, they receive no profit gain to offset their advertising investments. Exploring the mechanism behind the ad effects, we find that Super Bowl ads build an association between the brand and viewership of sports more broadly. The competitive effects suggest that two competing brands cannot however capture the same association. In beer, Budweiser has purchased exclusive advertising rights in the Super Bowl for more than 20 years and appears to be receiving long run returns from their ownership of a sports association.

Success is Something to Sneeze at: Influenza Mortality in Regions that Send Teams to the Super Bowl

February 9, 2015 Comments off

Success is Something to Sneeze at: Influenza Mortality in Regions that Send Teams to the Super Bowl (PDF)
Source: Tulane University

Using county-level Vital Statistics of the United States data from 1974-2009, we employ a differences-in-differences framework comparing influenza mortality rates in Super Bowl-participating counties to non-participants. Having a local team in the Super Bowl causes an 18% increase in influenza deaths for the population over age 65, with evidence suggesting one mechanism is increased local socialization. Effects are most pronounced in years when the dominant influenza strain is more virulent, or when the Super Bowl occurs closer to the peak of influenza season. Mitigating influenza transmission at gatherings related to large spectator events could have substantial returns for public health.

Are attractive female tennis players more successful? An empirical analysis

January 28, 2015 Comments off

Are attractive female tennis players more successful? An empirical analysis
Source: Institute for Organisational Economics

This study examines whether there is a relationship between physical attractiveness of professional female tennis players ranked in the top 100 of the tennis world ranking in 2011 and their sporting success in terms of earned prize money and winning probabilities. OLS-regressions reveal a significantly positive relationship between physical attractiveness and sporting success in terms of prize money for the years 2012 and 2013 as well as for the whole career. Furthermore, a logit-model shows that the larger the difference in physical attractiveness is, the higher is the winning probability for the more attractive player in individual matches.

Survey | Ahead of Super Bowl, Nearly Three-in-Ten Americans Support Lifetime Ban for Football Players Who Commit Domestic Violence

January 26, 2015 Comments off

Survey | Ahead of Super Bowl, Nearly Three-in-Ten Americans Support Lifetime Ban for Football Players Who Commit Domestic Violence
Source: Public Religion Research Institute

Nearly one-in-three Americans (29%) say that a football player who has been found guilty of domestic violence should be permanently banned from playing in the NFL. Nearly 6-in-10 (59%) Americans say that a player who has been found guilty of domestic violence should be temporarily suspended but allowed to return. Nearly 1-in-10 (8%) Americans say the NFL should take no formal action against such a player.

Although there are no statistically significant differences between sports fans’ and non-sports fans’ support for a permanent ban for players convicted of domestic violence (28% vs. 32%), there are notable differences among sports fans by gender. Thirty-six percent of female sports fans support banning a player from the NFL for life, compared to 21% of male sports fans.

Facts for Features: Super Bowl XLIX: Feb. 1, 2015

January 23, 2015 Comments off

Facts for Features: Super Bowl XLIX: Feb. 1, 2015
Source: U.S. Census Bureau

Super Bowl XLIX will be played Feb. 1 at University of Phoenix Stadium in Glendale, Ariz. This will be the second time the NFL’s championship game will be held in Glendale and the third time in the Phoenix metropolitan area. To commemorate this event, the Census Bureau has compiled a collection of facts examining the demographics of the host metropolitan area, as well as the metro areas represented by the two participants — the New England Patriots and the Seattle Seahawks.

2014 NHL Sustainability Report

January 5, 2015 Comments off

2014 NHL Sustainability Report
Source: National Hockey League

Perhaps more than any other sport, hockey is impacted by environmental issues, particularly climate change and freshwater scarcity. The ability to skate and play hockey outdoors is a critical component of the League’s history and culture. Many of the NHL’s players, both past and present, learned to skate outside on frozen lakes, ponds and backyard rinks. The game of hockey is adversely affected if this opportunity becomes unavailable to future generations.

With this 2014 NHL SUSTAINABILITY REPORT, the first of its kind for the League, we address head-on the connection between hockey and the environment, and the impact we have on our planet. It is in our best interest to confront this challenge, to be transparent with our impacts and to discuss and explore with all of our stakeholders a strategy for long-term environmental sustainability.

In this report, we put forth our first carbon inventory, which details the greenhouse gas emissions associated with the many facets of our operations, including energy and water use, waste and travel. We acknowledge that NHL hockey games are energy intensive. We also acknowledge that the geographic locations of our Clubs require a substantial amount of travel over the course of a season. Like the other professional sports, these business operations affect the air we breathe and our supplies of clean, fresh water. We are determined to address these environmental challenges without sacrificing the integrity of our game.

While we have made some progress to date, we concede there is still much to do. Our plan for the years ahead, given our unique constrains, is to capture additional data and information related to the impacts of our business and to create meaningful goals to reduce those impacts. It is our objective to raise the level of environmental consciousness among our fans and arena operators, and encourage improvements within our Clubs’ buildings, our operations, employees, partners, vendors, fans and communities.

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