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

Abstract

PurposeThe purpose of this exploratory study was to examine the workplace experiences of current and former underrepresented ticket sales employees.Design/methodology/approachThe 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.FindingsSurvey 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/valueSport 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.

Guest editorial: Diversity, equity and inclusivity in sport marketing research

“…Most entry level jobs in sport organizations revolve around revenue generation, predominantly ticket sales. In their article, A "toxic culture": the experiences of underrepresented ticket sales employees across professional sport Sattler et al (2023) examined the experiences of current and former ticket sales employees from underrepresented groups. Sport organizations proport to want to improve on their hiring practices and expand the diversity of their employees (Wells et al, 2019) and the authors note this is particularly a concern in the high turnover positions like ticket sales where women and non-white men are underrepresented.…”

“…Most entry level jobs in sport organizations revolve around revenue generation, predominantly ticket sales. In their article, A “toxic culture”: the experiences of underrepresented ticket sales employees across professional sport Sattler et al . (2023) examined the experiences of current and former ticket sales employees from underrepresented groups.…”