GEOG2057 8

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Published on February 8, 2008

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GEOG 2057 Leisure and Recreation in Modern Society #8 Critical Issues in leisure/recreation management:  GEOG 2057 Leisure and Recreation in Modern Society #8 Critical Issues in leisure/recreation management Points for your consideration: Textbook knowledge (Ch#5): social and demographic contexts of leisure/recreation – motivations and age group factors the market implications critical issues in leisure and recreation management References: Textbook (2005), Chapters #5, #7, #8, & #9 Grainger-Jones, B. (1999). Managing Leisure. Chapters. 1, 3 & 4 What are the 2 critical Issues for consideration in managing leisure & recreation :  What are the 2 critical Issues for consideration in managing leisure & recreation Slide3:  1) Social Changes: Possessive individualism Increasing financial resources to possess more for leisure/recreation Consumer choice: a “right” vs. a “privilege” Relatively low cost technology Growth in home-based entertainment Decreasing demand for social leisure The market/management implications? Market implications:  Market implications Great availability of a diversified leisure supply Growing technological innovation vs.less human interaction More effective “targeted marketing” vs. random exercise Consumer knowledge vs. information overloading Consumer contracts vs. consumer (right to ) abuse Media diversity and the elevated possessive individualism Slide5:  2) Demographic changes: Aging of society Gender and sexually oriented demand Market/management implications: Senior market and demand Being sufficiently taken care of? Gender roles and queer cash Vision of future leisure market two aspects for consideration in managing leisure and recreation:  two aspects for consideration in managing leisure and recreation Managing the customer => the demand Managing the resources => the supply Give some examples of physical resources of leisure and recreation?:  Give some examples of physical resources of leisure and recreation? Physical resources of leisure/recreation:  Physical resources of leisure/recreation Land => land based activities Water => water based activities Buildings => indoor activities Systems => infrastructure Equipment => facilities Managing leisure customers Customer care & risk management:  Managing leisure customers Customer care & risk management Slide10:  6 aspects of customer care: Value for money, in terms of quantity and quality The experience as described Protection from physical harm Security of goods and belongings Quality of ancillary services and goods Positive signals 2 principles of customer care: Customer is paramount Customer is always right The above concept, along with other factors, may cause risky situation for leisure mangers to handle Model of risks:  Model of risks Figure 1. A theoretical model of risk where leisure environment interacts with leisure customer Figure 2. A predictable environment combines with predictable customers (Model 1):  Figure 2. A predictable environment combines with predictable customers (Model 1) e.g.concert hall, art gallery/museum visit, window shopping, etc. Figure 3. An unpredictable environment combines with predictable customers (Model 2):  Figure 3. An unpredictable environment combines with predictable customers (Model 2) e.g. yachting competition, white-water canoeing event, professional mountaineering expedition, etc. Figure 4. A predictable environment combines with unpredictable customers (Model 3):  Figure 4. A predictable environment combines with unpredictable customers (Model 3) e.g. public swimming pool, theme park, water park visits, etc. Figure 5. An unpredictable environment combines with unpredictable customers (Model 4):  Figure 5. An unpredictable environment combines with unpredictable customers (Model 4) e.g. Outdoor activity centre, jet-ski hire centre, hill walking or canoeing, horse-riding, etc. Implications for management:  Implications for management Figure 2. A predictable environment combines with predictable customers (Model 1):  Figure 2. A predictable environment combines with predictable customers (Model 1) e.g.concert hall, art gallery/museum visit, window shopping, etc. Implications for management:  Implications for management Environment stable Quality of experience assured Innovation may be introduced for improvement creating a more varied environment, e.g. interactive displays at museums Figure 3. An unpredictable environment combines with predictable customers (Model 2):  Figure 3. An unpredictable environment combines with predictable customers (Model 2) e.g. yachting competition, white-water canoeing event, professional mountaineering expedition, etc. Implications for management:  Implications for management Expectation can be held for having: trained, experienced, and predominantly adult customers Cares need to be taken for ensuring: customers’ qualification and experience to enjoy the activities Customers’ understanding and appreciation of the leisure environment Figure 4. A predictable environment combines with unpredictable customers (Model 3):  Figure 4. A predictable environment combines with unpredictable customers (Model 3) e.g. public swimming pool, theme park, water park visits, etc. Implications for management:  Implications for management Common problems customer behavior, which may be unpredictable by nature or downright malicious by intent Cause of the risk customer behavior rather than the qualities of the environment Figure 5. An unpredictable environment combines with unpredictable customers (Model 4):  Figure 5. An unpredictable environment combines with unpredictable customers (Model 4) e.g. Outdoor activity centre, jet-ski hire centre, hill walking or canoeing, horse-riding, etc. Implications for management:  Implications for management Hardest task for managers in terms of risk assessment and risk management Neither environment nor customer is predictable Risk management is a crucial exercise Customer monitoring and control are essential Your critical thoughts over the management implications will help you prepare for the final examination Importance of regulatory knowledge for leisure management:  Importance of regulatory knowledge for leisure management Reasons for knowing the regulatory environment:  Reasons for knowing the regulatory environment An increased awareness of rules, regulations and potential for litigation on the part of the general public An increased tendency to ‘blame’ which leads to legal action Specialist advice available to those injured in a ‘leisure environment’ Sizeable awards for damages, made by the courts in certain celebrated cases Slide27:  The professionalisation of sports, which leads to higher salaries, and consequently greater claims for ‘loss of earnings’ in the event of an accident The growth in the regulatory environment itself, leading to the creation of standards which may be used to assess negligence in particular cases An extended application of the ‘duty of care’ notion, to include not only physical injury but psychological and financial harm Areas where necessary regulatory knowledge are needed for leisure managers:  Areas where necessary regulatory knowledge are needed for leisure managers Healthy & safety Contracts Employment Equal opportunity Consumer protection Product liability Copyright Licensing Food hygiene

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