Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience

Detalhes bibliográficos
Autor(a) principal: Ferreira, Carolina Freitas
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/144874
Resumo: The present study aims to complement a Work Project developed in partnership with Sport Lisboa e Benfica1as part of a Sports Management Field Lab. For this purpose, topics on the Customer Journey and development of a Total Customer Experience were addressed as well as the respective relevance for the sports industry, through a wide range of Literature Review. Later, the primary research led to the identification of pain points in the fan’s journey that, consequently, gave rise to recommendations to optimize the experience of a supporter in digital connection with the club.
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spelling Website customer journey at Sport Lisboa and Benfica: optimizing the fan experienceSports managementSl BenficaWebsite customer journeyWebsite usability testingDomínio/Área Científica::Ciências Sociais::Economia e GestãoThe present study aims to complement a Work Project developed in partnership with Sport Lisboa e Benfica1as part of a Sports Management Field Lab. For this purpose, topics on the Customer Journey and development of a Total Customer Experience were addressed as well as the respective relevance for the sports industry, through a wide range of Literature Review. Later, the primary research led to the identification of pain points in the fan’s journey that, consequently, gave rise to recommendations to optimize the experience of a supporter in digital connection with the club.Brinca, PedroRUNFerreira, Carolina Freitas2022-01-212021-12-172029-12-17T00:00:00Z2022-01-21T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/144874TID:203063805enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:24:50Zoai:run.unl.pt:10362/144874Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:51:47.656474Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
title Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
spellingShingle Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
Ferreira, Carolina Freitas
Sports management
Sl Benfica
Website customer journey
Website usability testing
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
title_short Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
title_full Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
title_fullStr Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
title_full_unstemmed Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
title_sort Website customer journey at Sport Lisboa and Benfica: optimizing the fan experience
author Ferreira, Carolina Freitas
author_facet Ferreira, Carolina Freitas
author_role author
dc.contributor.none.fl_str_mv Brinca, Pedro
RUN
dc.contributor.author.fl_str_mv Ferreira, Carolina Freitas
dc.subject.por.fl_str_mv Sports management
Sl Benfica
Website customer journey
Website usability testing
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
topic Sports management
Sl Benfica
Website customer journey
Website usability testing
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
description The present study aims to complement a Work Project developed in partnership with Sport Lisboa e Benfica1as part of a Sports Management Field Lab. For this purpose, topics on the Customer Journey and development of a Total Customer Experience were addressed as well as the respective relevance for the sports industry, through a wide range of Literature Review. Later, the primary research led to the identification of pain points in the fan’s journey that, consequently, gave rise to recommendations to optimize the experience of a supporter in digital connection with the club.
publishDate 2021
dc.date.none.fl_str_mv 2021-12-17
2022-01-21
2022-01-21T00:00:00Z
2029-12-17T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/144874
TID:203063805
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identifier_str_mv TID:203063805
dc.language.iso.fl_str_mv eng
language eng
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repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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