Toward an Understanding of the Needs of Sport Spectators with Disabilities

The purpose of this study was to assess the needs of sport consumers with disabilities attending live sporting events. Three research questions guided this exploratory study. The first research question sought to identify the physical and service needs of sport consumers with mobility impairments attending a live sporting event. The second research question investigated whether the needs of sport consumers with mobility impairments attending a live sporting event were being met. The third research question examined what could be done differently by a service provider in order to enhance the experience of a consumer with a mobility impairment. A grounded theory methodology was used in order to develop an understanding of the needs of people with disabilities in stadia. Through the use of focus group and in-depth interviews with six male sport consumers with mobility impairments, as well as observations at sports venues and in-depth interviews with facility personnel, an understanding of the needs of people with disabilities attending live sporting events emerged. The findings from the study suggest that it is the interaction of the physical and service needs which combine to produce a service experience that meets the needs of patrons with mobility impairments. Furthermore, the set of needs can be conceptualized as a hierarchy whereby certain needs become salient at different stages of the service delivery. The findings also indicate that a particular need may become salient when it is not met. Based on the findings of this study, venue managers should focus their efforts on identifying the salience of certain needs at different stages of the service experience in order to meet the physical and service needs of patrons with mobility impairments attending live sporting events.