University of Technology Sydney

21653 Servicescape and Venue: design, operations and management

Warning: The information on this page is indicative. The subject outline for a particular session, location and mode of offering is the authoritative source of all information about the subject for that offering. Required texts, recommended texts and references in particular are likely to change. Students will be provided with a subject outline once they enrol in the subject.

Subject handbook information prior to 2025 is available in the Archives.

UTS: Business: Management
Credit points: 6 cp

Subject level:

Undergraduate

Result type: Grade and marks

Requisite(s): 72 credit points of completed study in Business Faculty Bachelor's Degrees OR 128 credit points of completed study in Business Faculty Bachelor's Combined Degrees OR 72 credit points of completed study in spk(s): C10301 Bachelor of Sport and Exercise Management OR 144 credit points of completed study in spk(s): C10302 Bachelor of Sport and Exercise Science Bachelor of International Studies OR 144 credit points of completed study in spk(s): C10303 Bachelor of Sport and Exercise Management Bachelor of International Studies OR 144 credit points of completed study in spk(s): C10328 Bachelor of Sport and Exercise Science Bachelor of Creative Intelligence and Innovation OR 72 credit points of completed study in spk(s): C10300 Bachelor of Sport and Exercise Science OR 128 credit points of completed study in Bachelor's Combined Degree with Business Faculty
Anti-requisite(s): 27216 Venue Management

Description

This subject examines the principles of managing servicescape and venue design and operations. Specifically, it addresses how servicescapes and venues are designed, planned, managed, operated, evaluated and maintained. Servicescapes and venues covered in the subject include: stadia; tourist attractions; performing art centres; museums; multipurpose arenas; and convention and exhibition centres. The subject also covers issues ranging from outsourcing, traffic circulation to security and safety issues. Guest speakers from various servicescapes and venues are featured and current trends, case studies and future directions are also covered.

Subject learning objectives (SLOs)

Upon successful completion of this subject students should be able to:
1. Demonstrate an understanding of the main components of servicescape and venues and the development and management in both local and global environments
2. Describe processes associated with the design, planning, management and operations of servicescapes and venues
3. Identify and discuss key operational practices in servicescape and venue design and management
4. Critically evaluate servicescapes and venues in terms of their management and operation practices

Contribution to the development of graduate attributes

This subject aligns with the graduate attribute of professional and technical competence.

This subject provides an overview of the venue management sector. It explores the experience economy, planning and feasibility, design principles, life-cycle costing, risk management, revenue streams, relationship management, venue supply chains, and value creation.

The subject also contributes specifically to the development of the following Program Learning Objectives for the Event Management major:

  • Execute managerial capabilities and technical skills that are critical to professional practice in a specialised industry sector (4.1)

Teaching and learning strategies

This subject involves a variety of teaching and learning activities, which may include: lectures, case study presentations; expert panel discussions; student presentations; and directed readings. This subject adopts aspects of flipped and collaborative learning that requires students to accept learning responsibility of pre-preparing for workshops through engagement with pre-class exercises/readings readings and pre-class tests or contributing to online pre-class exercises. Key concepts from pre-class activities will be reviewed in an interactive approach to lectures together with weekly case studies. The workshop environment will involve understanding key concepts and case studies through collaborative learning based on video reviews, experiential learning and field trips. Students have a learning responsibility to not only prepare for class but to actively participate in collaborative exercises and report on the outcomes of such exercises. In addition to the lecturing staff, selected practitioners with direct experience in one or more areas related to venue management will present on particular topics. The underlying learning strategy employed in this subject is one of linking theory, concepts, ideas and techniques associated with venue and facility management to actual practice. Students receive informal feedback based on the workshop exercises, class quizzes and reflective case study/field trip activities; and formal feedback on group venue selection approval form, individual report and poster/video presentation.

Content (topics)

  • History and governance in a global context
  • Trends, demand, needs & feasibility
  • Types of venues
  • Facility planning, design, construction and management process
  • Management and administration of venues
  • Venue operations and services
  • Asset management
  • Costs, revenue streams and market segmentation through the business canvas
  • Risk, emergency and security management
  • Performance, benchmarking and evaluation

Assessment

Assessment task 1: Online Test (Individual)

Objective(s):

This addresses subject learning objective(s):

1, 2 and 3

Weight: 50%
Length:

1 hour

The online test will occur during the lecture time on Friday 26 April 2024 from 10:00am - 11:30am.

The format is predominantly multiple-choice based on the text, and case studies from the lectures and tutorial workshops.

The test will be available on Canvas. All students will log into a Zoom session to complete the test. Students will remain on screen, with camera on during the test time. The teaching team will be on the Zoom call. All students need to have their student card ready to be checked prior to starting the exam.
Criteria:
  • Demonstrated knowledge of key concepts
  • Interpretation of scenario based questions
  • Analysis of key theory
  • Implications for venue managers
  • Clarity and effectiveness of the language used for the written responses

Assessment task 2: Report on Servicescape and Venue Design, Operations or Management Topic (Individual)

Objective(s):

This addresses subject learning objective(s):

2, 3 and 4

Weight: 50%
Length:

Length: Max 15 pages/3000 words excluding references/tables/diagrams/photos

Font: Times New Roman OR Arial

Font Size: 12 point

Line Spacing: 1.5 spacing

Inclusions: Table of Contents, Introduction, Headings, Conclusion, Bibliography

Research: You are required to reference and use a minimum of 5 academic and 5 industry/government/venue sources.
Criteria:
  • Extent, depth and relevance of research undertaken
  • Demonstrated depth of understanding of the venue
  • Quality of analysis / evaluation of the operational issue chosen
  • Standard professional presentation and academic writing

Minimum requirements

Students must achieve at least 50% of the subject’s total marks.

Required texts

TEXT

Mahoney, K., Esckilsen, L. A., Geralds, A., & Camp, S. (2020). Public Assembly Venue Management: Sports, Entertainment, Meeting, and Convention Venues. Dubuque, Iowa, Kendallhunt Publishing Company

Textbook is available for purchase as an ebook from the publisher at https://he.kendallhunt.com/product/public-assembly-venue-management-sports-entertainment-meeting-and-convention-venues

Also note that hard copies of the textbook are available on various short term loans from the UTS library.

The Text provides a good basic understanding of the key areas of servicescape "public assembly" venue design, planning and operations management. Other texts generic to facility management, performing arts, theatre, convention and exhibition centres, tourist attractions and specialist sport participation venues are provided in the recommended list below. The text readings may be supplemented with electronic readings specific to the topics for the weeks of study. To access these readings you need to become familiar with the electronic reserve feature of the UTS library. This is essential as all reading forms part of the knowledge base of the subject and is examinable as part of the class test. A weekly quiz based on the chapters reading is provided each week as a way to prepare for the class test.

Additional readings and resources can be found in the subject modules or on your Reading List and accessed through the UTS library.

Referencing and Report Writing:

Recommended texts

  • Alexander, K. 2003, Facilities management: innovation and performance, Spon, London.
  • Appleton, I. 2012, Buildings for the performing arts: A design and development guide: Architectural Pr.
  • Atkin, B. & Brooks, A. 2005, Total facilities management, 2nd ed., Blackwell Pub., Oxford.
  • Barrett, P. & Baldry, D. 2003, Facilities management: towards best practice, 2nd ed., Blackwell Pub., Malden, MA.
  • Bennett, R. 2009, 'Perceived importance of performance management metrics among UK theatre companies: An empirical investigation', International Journal of Productivity and Performance Management, 58(7), pp. 670-693.
  • Conte, D., & Langley, S., 2007, Theatre management: Producing and managing the performing arts. Entertainment Pro., and imprint of Quite Specific Media Group, Ltd., Hollywood, CA.
  • Cotts, D. G., & Rondeau, E. P., 2004 The facility manager's guide to finance and budgeting, New York ; London: American Management Association.
  • Daly, J. W, 2000, Recreation and sport planning and design, 2nd ed., Champaign, IL: Human Kinetics.
  • Darcy, S., Dickson, T. J., & Benson, A. M., 2014, 'London 2012 Olympic and Paralympic Games: Including volunteers with disabilities: A podium performance?' Event Management, 18(4), pp. 431-446.
  • Darcy, S., Frawley, S. & Adair, D., 2017 Managing the Paralympics, Houndmills, Basingstoke: Palgrave Macmillan.
  • Darcy, S., & Taylor, T., 2013, 'Managing Olympic venues' In S. Frawley & D. Adair (Eds.), Managing the Olympics (pp. 99-126). Houndmills, Basingstoke: Palgrave Macmillan.
  • Davidson, R., & Rogers, T., 2012, Marketing destinations and venues for conferences, conventions and business events Routledge.
  • Doukas, S. G., & Daphne, A., 2006, Crowd management: Past and contemporary issues. The Sport Journal, 9(2).
  • Eager, D., 2007, 'Life-cycle costing applied to playgrounds'. Australasian Parks and Leisure, 10(3), pp. 18-20.
  • Edwards, D., Foley, C. T., & Schlenker, K., 2011, Beyond tourism benefits: Measuring the social legacy of business events. Sydney University of Technology Sydney in collaboration with Business Events Sydney.
  • Esckilsen, L. A., Russo, F. E., Stewart, R. J., Graham, P. J., Ward, R., Hancock, D., & International Association of Assembly Managers (Coppell Tex), 2009, Public assembly facility management: Principles and practices (2nd ed.). Coppell, Tex.: International Association of Assembly Managers.
  • Event Manager Blog, 2016, The venue of the future - How technology is changing the way that event professionals select all venues Retrieved from https://www.linkedin.com/groups/60415/60415-6107858194686631940
  • Fainstein, S. S., & Stokes, R. L., 1997, Spaces for Play: The Impacts of Entertainment Development on New York City. Center for Urban Policy Research, Rutgers, the State University of New Jersey.
  • Fenich, G. G., 2008, Meetings, expositions, events, and conventions : An introduction to the industry, 2nd ed., Upper Saddle River, N.J.: Pearson/Prentice Hall.
  • Finch, E., 2007, Front-of-house design and management, Blackwell, Oxford.
  • Fried, G., 2005, Managing Sport Facilities. Human Kinetics.
  • Gamage, A., & Wise, B., 1993,Tourism infrastructure & facility planning & development. Melbourne: Victoria University of Technology.
  • Hassanien, A., & Dale, C., 2011, 'Toward a typology of events venues.' International Journal of Event and Festival Management, 2(2), pp. 106-116.
  • Hume, M., Sullivan Mort, G., Liesch, P. W., & Winzar, H., 2006, 'Understanding service experience in non-profit performing arts: Implications for operations and service management.' Journal of Operations Management, 24(4), pp. 304-324.
  • John, G., Sheard, R., & Vickery, B. S., 2007, Stadia : A design and development guide, 4th ed., Oxford ; Burlington, MA: Architectural Press.
  • Johnson, C. A., 2009, Sustainable theatre: An analysis of theories and practices. Master of Arts, Humboldt State University.
  • Lawson, F. R., 2000, Congress, convention and exhibition facilities: planning, design and management, New ed., Oxford: Architectural.
  • Llorella, A., 2006, Stadium design. Köln ; London: Daab.
  • Liu, T., & Wilkinson, S. 'Large-scale public venue development and the application of public–private partnerships (ppps).' International Journal of Project Management (0).
  • Lord, G., & Lord, B., 2009, The manual of museum management. Walnut Creek, CA: Altamira Pr.
  • Mari, M., & Poggesi, S., 2011, 'Servicescape cues and customer behavior: A systematic literature review and research agenda.' The Service Industries Journal, pp. 1-29.
  • Mark, S. R., & Carolyn, M., 2011, 'An expanded servicescape perspective.' [DOI: 10.1108/09564231111155088]. Journal of Service Management, 22(4), pp. 471-490.
  • Mencarelli, R., 2007, 'Conceptualizing and measuring the perceived value of an arts venue as applied to live performance.' International Journal of Arts Management, 11(1), pp. 42-59.
  • Nixdorf, S., 2008. StadiamAtlas: technical recommendations for grandstands in modern stadia. Berlin: Ernst & Sohn.
  • Pine, B. J., & Gilmore, J. H., 2011, The experience economy Updated edition. Boston: Harvard Business Review Press.
  • Rondeau, E. P., Brown, R. K., & Lapides, P. D., 2006, Facility management, 2nd ed., Hoboken, N.J.: John Wiley & Sons, Inc.
  • Roper, T., 2006, 'Producing environmentally sustainable Olympic Games and “greening” major public events.' Global Urban Development Magazine, 2(1), pp. 1–6.
  • Russo, F. E., Esckilsen, L. A., & Stewart, R. J., 2009, Public assembly facility management: Principles and practices, 2nd ed., Coppel, TX: International Association of Assembly Managers.
  • Sawyer, T. H., 2005, Facility Design and Management for Health, Fitness, Physical Activity, Recreation, and Sports Facility Development, 11th ed., Sagamore Pub. LLC.
  • Shah, S. S., 2006, Sustainable practice for the facilities manager. Oxford, UK ; Malden, MA, USA: Blackwell Publ.
  • Sheard, J.G., & Vickery, B. S., 2007, Stadia: a design and development guide, 4th ed., Oxford ; Burlington, MA: Architectural Press.
  • Stevens, A., & SportBusiness Group., 2009, Stadia and arenas: Advanced commercial strategies. London, England: SportBusiness Group.
  • Swarbrooke, J. & NetLibrary Inc., 2002, The development and management of visitor attractions, Butterworth-Heinemann, http://www.lib.uts.edu.au/cgi/goto.cgi?url=http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=86091
  • Tulla, K., Suomen Rakennusinsinöörien Liitto., & Valtion teknillinen tutkimuskeskus., 2005, Facilities business and its management. [Helsinki?]: Technical Research Centre of Finland ; Association of Finnish Civil Engineers.
  • Uhrich, S., & Benkenstein, M., 2010, 'Sport stadium atmosphere: Formative and reflective indicators for operationalizing the construct.' Journal of Sport Management, 24(2), pp. 211-237.
  • Veal, A. J., Darcy, S., & Lynch, R., 2013, Australian leisure, 4th ed., Sydney: Pearson Educational
  • Walker, J. R., 2010, Introduction to hospitality management, 3rd ed., Upper Saddle River, N.J.: Pearson Prentice Hall.
  • Westerbeek, H., Smith, A., Turner, P., Emry, P., Green, C., & van Leeuwen, L., 2005, Managing sport facilities and major events. Sydney: Allen & Unwin
  • Williams, B. & Purdey, B., 2005, Facilities economics in Australia, 1st edn, International Facilities and Property Information, Bromley, England.
  • Williams, J., & Anderson, H., 2005, 'Engaging customers in service creation: A theater perspective.' Journal of Services Marketing, 19(1), 13-23.
  • Zhang, Q., Liu, M., Wu, C., & Zhao, G., 2007, 'A stranded-crowd model (scm) for performance-based design of stadium egress.' Building and Environment, 42(7), 2630-2636.

References

A text has been prescribed for the subject together with electronic readings. However, these are a starting point for your reading depending upon the individual report component chosen for the group presentation assignment. A list of other references is provided on Cavas. Bear in mind that:

  1. a) this list is not exhaustive; you are free to refer to other sources, but keep note of the sources’ currency, integrity, theoretical basis and/or perspective, and the soundness of its research base.
  2. b) This list does NOT include journal articles; these are too numerous to mention. Again, be critical in your choice of selected material keeping in mind the above-mentioned aspects.

Other resources

The following journals and collections of papers may also be of interest:

Australasian Leisure Management: http://www.asianleisure.biz/
Business Events Sydney: www.businesseventssydney.com.au/index.cfm
Carbon reduction institute: www.noco2.com.au/
CERM performance indicators: www.unisa.edu.au/cermpi/
Event Connect: www.eventconnect.com
Destination NSW: www.destinationnsw.com.au
IAVM Facility Manager: http://www.iavm.org/facility-manager
Meetings & Events Australia: www.meetingsevents.com.au/
Panstadia and Arena Management: http://www.psam.uk.com/
Sustainable Event Alliance: http://sustainable-event-alliance.org/
Sydney’s Unique Venues: www.suva.com.au
Venue Magazine: http://www.venue.net.au/
Waste Wise Events: http://www.epa.nsw.gov.au/your-environment/recycling-and-reuse/business-government-recycling/waste-wise-events

JOURNALS

Aesthetex
Annals of Tourism Research
Bulletin
Business Review Weekly
Culture & Policy
Curator
European Sport Management Quarterley
European Journal of Cultural Policy
Facilities
Festival Management and Event Tourism: An International Journal
Group & Organization Management
Harvard Business Review
Human Relations
International Arts Manager Magazine
International Journal of Cultural Policy
International Journal of Nonprofit and Voluntary Sector Marketing
International Journal of Project Management
Journal of Applied Recreation Research
Journal of Arts Management, Law & Society
Journal of Cultural Economics
Journal of Nonprofit and Public Sector Marketing
Journal of Physical Education and Recreation
Journal of Service Management
Journal of Sport and Social Issues
Journal of Sport Management
Journal of the National Museum of Australia
Journal of Tourism Research
Journal of Travel Research
Journal of Vacation Marketing
Journal of the World Leisure and Recreation Association
Management (Australia)
Management Today (UK and Melbourne)
Managing Leisure
Media International incorporating Culture & Policy
Museum Management & Curatorship
Museum National
Museum News
Museums Journal
Nonprofit Management & Leadership
Organizational Behaviour & Human Decision Processes
Recreation Research Review
Sloan Management Review
Sport Management at UNB http://www.unb.ca/SportManagement/
Sport Management http://www.sportmanagement.com/
Sport Management Review
The Journal of the Leisure Studies Association
Tourism Economics The business and finance of tourism and recreation
Tourism Management
Tourism Recreation Research
Training & Development in Australia
Training & Development Journal (USA)