Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- List of Figures -- List of Tables -- List of Case Studies -- List of Contributors -- Preface -- Chapter 1 What is Sport Service Operations Management And Development? -- 1.1 Introduction -- 1.2 What is Sport Management and Development? -- 1.3 What is Sport Operations Management? -- 1.4 The Importance of Systems Theory and The Sport Operation System -- 1.5 Understanding The Impact of The External Business Environment On Sport Operations -- 1.6 What Makes Sport Services Different From Other Services? -- 1.7 Conclusion -- Chapter 2 Organisational Purpose and Evaluating Service Operations -- 2.1 Introduction -- 2.2 The Importance of Performance Evaluation -- 2.3 Overview of The Performance Evaluation Process -- 2.4 Sector Rationales and Purpose -- 2.5 Writing Aims and Smart Objectives -- 2.6 Targets and Pis -- 2.7 Action Plans, Implementation and Monitoring -- 2.8 Conclusion -- Chapter 3 Job Tasks, Scheduling and Time Management -- 3.1 Introduction -- 3.2 Too Many Jobs, Too Little Time To Do Them? -- 3.3 Identifying Job Tasks -- 3.4 Analysing and Prioritising Work Tasks and Jobs -- 3.5 Monitoring, Reviewing and Adjustment -- 3.6 Conclusion -- Chapter 4 Creating Sport Programmes To Meet Needs and Wants -- 4.1 Introduction -- 4.2 The Importance of Marketing Theory To Service Design -- 4.3 How To Create A New Sport Programme -- 4.4 Conclusion -- Chapter 5 Customer Care, Quality Systems and Regulatory Compliance -- 5.1 Introduction -- 5.2 The Importance of Customer Care -- 5.3 is The Customer Always Right? -- 5.4 Quality Systems and Customer Care -- 5.4 The Customer Service Encounter and Journey -- 5.5 Conclusion -- Chapter 6 Project Sport and Event Management -- 6.1 Introduction -- 6.2 The Similarities and Differences Between Operations, Project and Event Management.

6.3 The Project Operations Process -- 6.4 Conclusion -- Chapter 7 Stakeholders, Partnerships and Volunteers -- 7.1 Introduction -- 7.2 Stakeholder Theory -- 7.3 Networking Theories -- 7.4 Partnerships -- 7.5 The Third Sector and Volunteers -- 7.6 Operations Management Skills and Knowledge Needed For Networking, Partnerships and Managing Volunteers -- 7.7 Conclusion -- Chapter 8 Fundraising, Sponsorship and Digital Target Marketing -- 8.1 Introduction -- 8.2 The Funding Gap -- 8.3 Overview of Funding Techniques and The Art of Persuasion -- 8.4 Conclusion -- Chapter 9 Crisis Management, Risk and Dynamic Risk Assessments -- 9.1 Introduction -- 9.2 Defining Risk, Crisis and Dynamic Risk Assessments -- 9.3 Overview of The Risk and Crisis Management Process -- 9.4 Developing Crisis Management Plans -- 9.5 Developing A Crisis Manual Or Business Continuity Plan -- 9.6 Dealing With The Media and The Need For Integrity -- 9.7 Dynamic Risk Management, Assessments and Crisis Management -- 9.8 Conclusions -- Chapter 10 Researching and Consulting Communities -- 10.1 Introduction -- 10.2 Researching Communities and Outcomes -- 10.3 Overview of Data Collection Methods -- 10.4 Conclusion -- Index.