Managing the Service Experience: “Police Gas Mile High Fans”

366 Words2 Pages
CASE 2 TEACHING NOTES Managing the Service Experience: “Police Gas Mile High Fans” Case Objective: The case section of this text is a variety of short and more comprehensive cases. Shorter cases, such as Case 2, are meant for classroom discussion. More specifically, Case 2 illustrates the difficulties of managing the service experience and particularly points out the problems caused by inseparability. Questions: 1. What would your recommendation be? Continue to play at Mile High or stay on campus? Discussion pertaining to this question may center around: • whether this is a local college event or a state-wide event; • accessible seating for fans wishing to attend the game; • fan control issues; • the value of national exposure; • Profitability issues for the two colleges. 2. If the game continues at Mile High, what suggestions would you provide? Discussion issues include: • the consumption of alcohol; • the amount of time between permitted tailgating and game time; • the amount of responsibility given to each of the schools regarding fan control issues; • the location of locker rooms; • pre-game information/warnings about unacceptable behavior; • etc. 3. Do you think that the fact that the fans who were originally targeted by police were college students as opposed to a “traditional adult population” factored into the action taken by the police? It’s hard to say for sure what was on the mind of the police. Officially, the police department stated that it stepped in aggressively to prevent a potential riot led by drunken and overzealous fans. In contrast, many of the fans believe that the police incited the riot by marching out in riot gear and specifically standing in front of the student section. Two other factors may enter into this discussion. First, the Denver Police have used tear gas

More about Managing the Service Experience: “Police Gas Mile High Fans”

Open Document