A “toxic culture”: the experiences of underrepresented ticket sales employees across professional sport

Abstract

Purpose

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

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Citation

Sattler, L., Shreffler, M., Popp, N. and Pierce, D. (2023), "A “toxic culture”: the experiences of underrepresented ticket sales employees across professional sport", International Journal of Sports Marketing and Sponsorship, Vol. 24 No. 3, pp. 500-518. https://doi.org/10.1108/IJSMS-01-2022-0004