Identifying the Role of Digital Technologies in Sport
Spectators Customer Experiences through Qualitative
Approach Athens Journal of Sports – Volume 8, Issue 2, June 2021 – Pages 141-160
Michel Desbordes and Ekaterina Glebova
The widespread adoption of digital technologies has transformed the way fans engage and interact with sports and how the sports industry communicates with its audience. This publication by the Athens Journal of Sports highlights the pivotal role technology in shaping the sports spectator customer experience (SSCX), positioning it as a revolutionary force in sports marketing and digitalization
These 10 elements are united together to build the conceptual model
and reflect modern SSCX influenced by emerging digital technologies (Figure 2).
Considering the pivotal impacts of the COVID-19 pandemic on the sports spectacle, specifically the digitalization perspective, the original 10 Co model has accepted an 11th “Co” which stands for COVID-19. This 11th “Co” is somewhat temporary; therefore the 10 Co model is supposed to be seen as the relevant one without any relation to COVID-19.
Identifying the role of digital technologies in the sports spectator’s customer service experience directly relates to sports management by enhancing fan engagement, optimizing operations, and driving revenue growth.
Citation: Glebova, E., & Desbordes, M. (2021). Identifying the role of digital technologies in sport spectators customer experiences through qualitative approach. Athens Journal of Sports, 8(2), 141-160.