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This article assesses how the human management practices of recruitment, selection, orientation, training and recognition enacted by the Gold Coast 2018 Commonwealth Games impacted volunteers' experiences and their likelihood of volunteering in the future.

Qualitative data from 30 volunteers, involved in various stages (including selected and not selected) of the selection process for the Gold Coast 2018 Commonwealth Games, was collected through focus group interviews.

The findings offer important insights for mega sport event managers and their organisations around utilising a traditional human resource management approach for their volunteer workforce.

The findings of the study point to a number of important opportunities for mega event organisers: ensuring there is a personal and consistent approach for all volunteers (even volunteers who are not successful in the application), flexibility in the way volunteers are provided training and support (online, self-paced and tailored to specific roles) and ensuring that organising committees have a strong strategy and direction for host cities to engage in a volunteer legacy.

The purpose of this paper is to investigate whether providing additional prompts in a visitor expenditure survey results in higher reported expenditure.

Respondents to a self‐completion survey of event visitors were randomly allocated either an aggregated or disaggregated expenditure format in a quasi‐experimental design. ANOVA is used to identify significant differences in mean reported expenditure to the alternative formats.

The research finds that provision of additional prompts in the expenditure module of a visitor survey results in higher reported expenditures in half the expenditure categories and, most importantly, in total expenditure.

Collection of accurate visitor expenditure data is critical to estimation of the economic benefits of tourism and special events. Over or under estimation of direct expenditures associated with an event may have implications for future investment in the event by public and/or private agencies.

Very few field tests of this fundamental issue in measurement error have been reported in the tourism literature. The few reported examples have tended to report results inconsistent with a priori expectations, although they have been based on very small sample size and therefore are limited by low power. This study is based on a large sample size and produces results consistent with a priori expectations.

The purpose of this study is to understand how hotel managers perceive the benefits that may accrue to employees and hotels through their engagement in corporate social responsibility (CSR) activities.

In-depth interviews with 23 hotel managers, representing various functional responsibilities, were undertaken across four provinces in Thailand. The sample included local and international chain hotels.

Hotel managers from all functional areas and levels acknowledged that CSR substantially enhanced the employer–employee relationship. Five themes depicting the beneficial effects were identified: a relationship unifying process, having fun, feeling pride, developing skills and building teamwork. These themes reflect three core factors of emotional responses, social capital and task-related skills.

The paper illustrates that CSR activities can be customised to elicit specific effects that will engender beneficial outcomes for both hotel management and employees.

This paper provides new insights into how hotel managers perceive the employer-employee relationship is enhanced through CSR engagement. In addition, the paper presents a practical model that will be of interest to both academics and practitioners.

Mega-events have been the topic of unprecedented consideration within recent research. Research on the residents' perspectives, however, is still in the infancy stage, yet a key contributor to the overall legacy planning considerations and process. This research investigates resident perceptions toward a mega-event to assist with planning/execution of such events in addition to advancing knowledge within this area.

For this research, an online survey was utilized to reach out to residents in the host city during the mega-event, Solar Eclipse Weekend. Factor analysis and cluster analysis were used to analyze the results.

Using exploratory factor analysis, 305 online surveys were analyzed. Using varimax rotation, factor analysis determined four significant factors: environment, local engagement, tourism support, and infrastructure. Cluster analysis was then conducted identifying three clusters of residents labeled neutralists, supporters and enthusiasts.

The practical implications should be of assistance to professional event planners, city governments and destination marketing organizations. Through utilization of the information provided, community participation should be sought after throughout the planning phase and into the management and execution of large events to best gain resident support.

This research further explored residents' perspectives of a mega-event. While this area of research has been noted in strategic approaches to planning, managing and executing mega-events, the research on stakeholders (such as residents') perspectives is still in the infancy stage. This research contributes to advancing industry planning approaches and strategic execution, in addition to advancing academic knowledge within this area.

The purpose of this exploratory study was to examine the workplace experiences of current and former underrepresented ticket sales employees.

The study utilized survey methodology to answer the research questions. Purposive sampling was used to identify potential respondents: individuals who were either currently employed as sport ticket sales employees or had been previously. The researchers examined online media guides from North American major league sports teams and identified ticket sales representatives who were compiled into a database and then cross-referenced through social media platform LinkedIn. Individuals were located via LinkedIn profiles and sent an anonymous, electronic survey which included a combination of Likert scale and open-ended questions regarding respondent experiences working in ticket sales departments.

Survey responses from 511 ticket salespeople revealed negative experiences related to management and career advancement opportunities, as well as significant differences in negative experiences for underrepresented populations regarding mentorship and culture.

Sport sales managers desire to expand employee diversity (Wells et al., 2019) and improve overall retention rates, but if a clear understanding of organizational vision toward diversification is not established within sports teams, managers are less likely to embrace diversity initiatives. Thus, it is imperative to understand the lived experiences of underrepresented ticket salespeople in order to improve workplace culture and effectiveness.

Major sporting events (MSEs) have always contributed to sustainable change. Many owners and organizers of MSEs have gradually institutionalized the governance of sporting events legacies. International sports organizations and past studies currently have a vision for sporting event legacies. However, a specific legacy governance system has not been developed. Thus, this study explores stakeholder's perspectives of post-event effects and the legacy governance strategies for Taipei 2017 Universiade (TU).

The representatives of the various stakeholders of the TU are selected and an in-depth interview approach employed. Archival material, including official organizing documents and information from the TU website, is used to increases the reliability of the results.

The benefits of MSEs are not always long-lasting. The TU has created a significant breakthrough for Taipei City, and its successful hosting has raised the image of the city and strengthened its infrastructure and national identity. Thus, the TU must leave sustainable legacies to benefit society and urban development.

Although the study has revealed diverse perspectives from the representatives of stakeholder groups and highlighted the uniqueness and future directions of legacy governance that the TU has produced and learned, the findings may not be fully applicable or replicated in other cities or small countries, especially given Taiwan's international political status. For further study, a systematic model can be constructed to more accurately analyze the interconnected relationship to determine the extent to which various MSE legacies are regarded as “successful” governance, and other significant aspects should be incorporated into the model as a basis for comparing traditional legacy assessment.

This study developed a theoretical account of legacies and their relevance to MSEs, thus emphasizing that, in addition to “hard legacies” (concrete infrastructure or athletes' village), hosting the TU has established “soft legacies” (memories enshrined in the public's consciousness). Regarding the Taipei city government, the sustainable strategies of legacy governance after learning from the hosting experience are probably more complex. Nonetheless, hosting MSEs has been regarded as a crucial medium for urban development across the globe. It would be helpful to further this line of inquiry via the TU stakeholder perspectives regarding legacy governance concerns.

The study contributes to the literature by proposing feasible directions of legacy governance for a host city. As Taiwanese are concerned, the political legacy has the most profound influence among all types of the legacies generated by the TU. The followed is the infrastructure legacy, which can be utilized as the core of the sustainable development strategies of the legacy governance, thereby expanding the post-event governance of various legacies.