An Empirical Examination of Mega-event Volunteer Satisfaction and the Introduction of the Volunteer Selection Improvement Process (VSIP) Model

By Scott Wysong and Rosemary Maellaro.

Published by The Sport Collection

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Article: Print $US10.00
Article: Electronic $US5.00

The authors surveyed volunteers at Super Bowl XLV in Dallas to determine how the factors of communication, assignment, experience, pride and social aspects influenced the satisfaction of student vs. non-student volunteers. Results indicated that there is no significant difference in the overall satisfaction levels of the student and non-student groups and that communication from event management, the meaningfulness of the assignment and pride derived from volunteering contributed to the satisfaction levels of both groups. However, non-student volunteers rated communication and assignment significantly higher than student volunteers did. Surprisingly, neither volunteer experience nor the social aspects of volunteering were significant factors of satisfaction for either group. Based on findings that point to poor communication and the underutilization of volunteer talents as factors that negatively impact overall satisfaction of volunteering at major sports events, the authors propose the implementation of a Volunteer Selection Improvement Process (VSIP). The purpose of this process is to improve the quality and frequency of communication from event management to minimize the perceived breach of the psychological contract and to more effectively use the skills and abilities of the volunteers so as to increase volunteer commitment levels, and ultimately, the level of satisfaction derived from the assignment – a benefit to event management as well as volunteers.

Keywords: Mega-events Volunteers, Volunteer Recruitment, Volunteer Management

The International Journal of Sport and Society, Volume 3, Issue 2, pp.123-136. Article: Print (Spiral Bound). Article: Electronic (PDF File; 635.720KB).

Dr. Scott Wysong

Associate Professor, College of Business, University of Dallas, Irving, Texas, USA

Scott Wysong received a BA in economics from Vanderbilt University (Nashville, TN) and a MBA and Ph.D. in marketing from the University of Texas at Arlington (Arlington, TX). His research interests include fan behavior, branding, and customer service. He is a member of the International Association of Venue Managers.

Dr. Rosemary Maellaro

Assistant Professor, College of Business, University of Dallas, Irving, Texas, USA

Rosemary Maellaro received a BA in Liberal Arts from Loyola-Marymount University, a MS in Organizational Behavior from The University of Texas at Dallas and a Ph.D. in Human and Organization Systems from Fielding Graduate University. Her research interests include organization effectiveness, team building and leadership development.