Nationals Ballpark Visit

On the 4^th day of our fieldwork study, we visited the Nationals Park Stadium and watched the Washington Nationals play against the Arizona Diamondbacks. It was quite a wonderful experience as I had some observations from a customer service perspective.  Even though I was not a big fan of baseball, there was certainly not a boring moment for me during the visit.

After going through the security checkpoint, I was dazzling by the variety of shops, informational stands and food courts. With the help of all the TVs along the walkway, I never missed out the main show while wandering around food courts and shops.  Additionally, I was really amazed by the visitor friendly design of the stadium. The stadium has 5-6 floors, but it does not seem too hard to walk to the top.  In fact, I found out the field is 24 feet below street level and the main concourse is at the same height as the sidewalk. As you can see from the pictures above, cooling fans, phone charging stations, and a stroller deposit service contributed to the customer experience as well.  On top of the hardware, the stadium also provides substantial staff members for customer service. Whenever I was looking for help, I could always find someone to ask question to and they would give me much assistance and information. Security guys, cashiers at stands, and stadium cleaners; I talked to 3 of the stadium staff members and they were all very attentive.

Besides the service experiences, I think the customer satisfaction in the stadium was also determined by the game quality.  The team’s overall performance: uncertainty of game outcomes, the competitiveness between two teams and players’ interaction with the audiences contribute to the quality of the main show, which drives customers’ satisfaction during the stadium experience. Manage customer experiences in the stadium definitely require other attributions compares to in the hotel and restaurant.

Joary