London
2012 saw great interest surrounding the contribution of the home crowd to the
performance of the GB athletes. Many of team GBs medal winners commented on the
impact of the crowd on their performance (The Observer, Jamie
Doward, Sunday 5 August 2012, http://www.guardian.co.uk/sport/2012/aug/05/team-gb-medallists-credit-home-crowd).
Jessica Ennis stated: "Having this
crowd behind everyone makes all the difference", showing how much the crowd and fans
can be determinant in terms of pushing individuals’ motivation to its maximum.
Given
the potential links between the crowd and sports performance, it is surprising
that relatively little attention has been given to crowd satisfaction within
academic research, or during the planning of sporting events. To express their
“cheering potential”, fans need to experience satisfaction when attending
sporting events.
What are the
critical factors in the user experience of crowds?
The User Experience
of Crowds — A Human Factors Challenge (2010)
Victoria L. Kendrick, Roger A. Haslam
Loughborough Design School, Loughborough University, United Kingdom
Abstract
Crowds are such an integral part of our everyday lives, yet
research considering how the user experience of crowds can be enhanced, remains
relatively underdeveloped. As with any other user interaction, the key human
factors considerations of user safety, performance, comfort and satisfaction
apply. A review of literature highlighted that important factors influencing
the operation of crowds have been studied relatively independently, tending to
focus on specific crowd situations, but rarely accounting for the interaction
of factors and similarities and differences between crowd types. Focus groups
exploring individual experiences of crowds revealed differences and priorities
varying with age and expectations. This initial study contributes towards
modeling contributory factors to the crowd experience, moving towards a more
holistic understanding.
Planning crowd events to achieve high participant
satisfaction (2012)
Victoria L. Kendrick, Roger A. Haslam, Patrick E. Waterson
Loughborough Design School, Loughborough University, United Kingdom
Abstract
A case study investigation within a large UK university involving semi-structured stakeholder interviews, examined the organisation, coordination, and security within crowd events of various descriptions. Similarities in approaches and priorities emerged with crowd event organisation, primarily attention to safety requirements, in protecting crowd members, venue reputation, and legal obligations. Conversely, attention to and attitudes and beliefs surrounding user experience, crowd comfort and satisfaction, were often based on personal judgment, and appeared to be influenced by budget considerations. The findings suggest a lack of knowledge and usable evidence based guidance for planning crowd events in relation to important aspects affecting participant satisfaction
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