business and the gold coast 2018 commonwealth games ... · the gold coast business community and...

Business and the Gold Coast 2018 Commonwealth GamesExpectations, outcomes and the future

June 2019

Joan Carlini and Andrew O’Neil

The size of the event does not matter. What matters most is the integrity of the outcome.[1]

Image by stephenk1977, available at flic.kr/p/J2ZJ7N, licensed under Creative Commons Attribution 2.0

creativecommons.org/licenses/by/2.0/

FOREWORDOur aim as ‘Friends of Griffith Business School’ is to increase the collaboration between the School and the business community to help build a sustainable, diverse and prosperous Gold Coast.

We seek to combine the School’s strengths in cutting edge, rigorous, and independent research, with the passion and ‘can do’ attitude of our local entrepreneurs to drive better outcomes for business on the Gold Coast. With a particular focus on private enterprises, our vision is to provide research that will be a vital resource for Gold Coast businesses in driving improvement and sustainability in a manner that is practical, and easy to understand, implement and access.

In our collaboration, we once again focused on the Gold Coast 2018 Commonwealth Games (GC2018) and now look back after the event to consider the impact, legacy and opportunity Gold Coast businesses experienced.

This report, which draws on the views of Gold Coast private enterprises and businesses, is our way of understanding what really happened and use these findings to assist Gold Coast businesses when dealing with other large ‘all of city’ events. It is our way of continuing our journey of collaboration between Griffith Business School and the business community to drive long term success for our Gold Coast.

Janelle Manders Chair, Friends of Griffith Business School

SNAPSHOTDuring GC2018 business faced many challenges, including having reliable and accurate information on which to base their preparations. Disrupted market forces and increased costs contributed to a negative business impact.

Businesses agree that GC2018 has contributed to developing the Gold Coast as an appealing world-class city with capacity to attract future sporting events.

BusinessC

ity

Did the information you have regarding GC2018 meet your business needs?

The cost of business planning for GC2018 was a lot.

If the Gold Coast hosted a similar event to GC2018 in the future, I would prepare my business in the same way.

I understood how I could leverage opportunities from GC2018 to benefit my business.

Holding GC2018 during the Easter trading period was a good choice.

Financially, GC2018 provided our business with a boost.

Overall, the return on investment from GC2018 on our business was good.

Which best describes how your business was impacted by GC2018?

GC2018 has contributed to the Gold Coast growing into a world-class city with distinct strengths.

GC2018 will aid in attracting more sporting events to the Gold Coast.

Overall, GC2018 has contributed to urban infrastructure that will build the city’s image.

GC2018 enhanced the ability of the Gold Coast to offer attractive cultural, artistic and recreational resources.

e.g. events, arts and culture, sporting facilities, open space

GC2018 increased awareness of the Gold Coast city internationally.

How would you rate your overall experience of attending GC2018 event/s?

58%DISAGREE

42%AGREE

20%DISAGREE

62%AGREE

64%DISAGREE

23%AGREE

44%DISAGREE

57%AGREE

69%DISAGREE

61%AGREE

72%DISAGREE

65%GOOD TO

EXCELLENT

77%DISAGREE

74%NEGATIVE

CONTENTSOverview 1

GC2018—Amplifying expectations 2

Why host a Commonwealth Games? 2

GC2018—The view from business 3

Business impacts 3

Customer numbers, behaviour and sales volume 4

Vehicle and pedestrian access 6

Personal wellbeing and work hours 6

Work atmosphere and staffing 7

Supply chain interruption 7

Reputation 8

GC2018 media, information and inflated estimates? 9

Information accuracy and predictions 10

Business planning 11

How did businesses plan for GC2018? 11

Efficacy of planning 12

Cost of planning 13

Event timing 13

Commonwealth Games event planners 14

Feedback 15

Centralisation and authority 15

City-level impacts 16

Gold Coast city image 16

Business operating environment 17

Government and leadership during GC2018 18

Recommendations 19

Conclusion 21

References 21

Appendices 22

Australia’s Commonwealth Games history

GC2018 in numbers

Our research

Majority survey respondents

1938Sydney

6,600athletes

and officials

$200,000+ annual turnover

1962Perth

71countries

represented

1982Brisbane

11days of sport

39face-to-face interviews

business owners

2006Melbourne

1.2mtickets to

sport events

150survey responses hard copy and online

1–19 employees

2018Gold Coast

1.5bglobal

audience

GOLD COASTBrisbane

Townsville

Cairns

GC2018 event locations

Image by Jan Clewett, available at flic.kr/p/24PidDJ

Q U E E N S L A N D

1

The highly anticipated Gold Coast 2018 Commonwealth Games (GC2018) was held from 4 to 15 April 2018. This was the fifth time Australia had hosted a Commonwealth Games and more than 6,600 athletes, including 300 para-athletes, from 71 Commonwealth countries took part. Sporting and related events occurred at venues on the Gold Coast, Brisbane, Cairns and Townsville [2]. GC2018 was the Gold Coast’s first experience hosting a mega-sporting event, and the Games provided key insights into the costs and benefits associated with doing so.

In this report we focus on the impact of GC2018 on the Gold Coast business community and the broader regional business environment. There is no doubt that the Games raised the Gold Coast’s profile nationally and internationally, while public benefits flowing from major infrastructure initiatives—most notably the light rail—were significant. Furthermore, net economic gains were noteworthy.

In the year prior to the Games, the State government published several reports underscoring the once-in-a-generation economic opportunities that would flow from GC2018. This included analyses contained in the ‘Economic Impacts of the Gold Coast Commonwealth Games’, which forecast a $2 billion boost to Queensland’s Gross State Product, including a $1.7 billion injection for the Gold Coast. In the wake of the Games, the Deputy Mayor of the Gold Coast announced that the event had delivered $2 billion to the local economy alone[3].

Yet one of the enduring puzzles of GC2018 is the disconnect between the overall success of the Games in attracting revenue to the Gold Coast and a persistent sentiment on the part of Gold Coast business operators that they received little, if any, direct benefit from GC2018. Indeed, during the Games, reports emerged that a number of Gold Coast businesses had incurred significant loss of revenue due to the disruption caused by the event and also because event organisers had miscalculated planning estimates which businesses had used to guide their activities during the period of the Games.

The research contained in this report seeks to understand the impact of GC2018 from the perspective of Gold Coast business. It is not the report’s objective to evaluate the overall success and legacy-impact of the Games. We do not aim to verify or ‘fact check’ government claims regarding economic benefits, but instead to report how businesses perceived the impact of the Games. Our objective is to provide insights into the key challenges confronting small and medium enterprises with a view to promoting better future outcomes for Gold Coast businesses. The report makes a number of constructive recommendations for the planning, implementation and evaluation of future mega-events, which should mitigate risks and failure for the Gold Coast and future host cities.

Against this background, the research underpinning this report was framed around two stages, the first consisting of 39 face-to-face interviews with businesses, academic experts and industry associations. This stage explored the impact of GC2018 on business and the general operating environment on the Gold Coast, which subsequently informed the development of the stage two survey. Stage two comprised a detailed survey targeted at business owners and managers with questions concerning business impacts, GC2018 information sources, business planning, event planning, and more general city impacts.

Invitations to participate in the online survey were disseminated through email dispersal via chambers of commerce, industry associations, and promotion via social media and traditional media channels. In addition, 550 hard copy surveys were distributed across the Gold Coast (from Mount Tamborine to Coolangatta). This yielded 98 online and 52 hard copy surveys (150 in total). The majority of survey respondents were business owners, had operated their business for more than ten years, had between 1–19 employees, had an annual turnover greater than $200,000, were located on the central Gold Coast, and were in the retail and accommodation and hospitality sectors (see Appendix A).

OVERVIEW

2

GC2018—AMPLIFYING EXPECTATIONS

Unlike other events held on the Gold Coast, GC2018 was a one-off event that involved unprecedented investment in the region’s infrastructure and enormous planning, coordination, and execution specifications. The Queensland State government spent $1.5 billion on the event, which was nearly double the amount that was spent on the 2014 Commonwealth Games in Scotland[4].

The project was overseen by the Gold Coast 2018 Commonwealth Games Corporation (GOLDOC), a not-for-profit organisation, which partnered with the Australian Government Major Sporting events Committee, the State Government Office of Commonwealth Games (OCG), Queensland Police Services (QPS), Queensland Fire and Emergency Services (QFES), the Department of Transport and Main Roads (DTMR), and the City of Gold Coast (CoGC)[5].

With event tourism increasingly competitive globally, there is an obvious need to examine not just the planning, coordination, and execution of events but also the impact of these events on stakeholder communities. Interestingly, the impact of mega-sporting events on businesses local to where they are held is often overlooked, which is paradoxical given that a key justification for holding these events is the benefits they yield for business—from small and medium enterprises to the top end of town. Lessons for jurisdictions hosting future mega-events are often lost in the afterglow when the event concludes. In our 2017 study, we found that the various impacts of mega-sporting events on business are seriously under-analysed, and that rarely, if at all, are the lessons transferred to future host cities[6]. For stakeholder communities in Birmingham, learning the lessons of GC2018 will be important in their preparation for the 2022 Commonwealth Games.

Why host a Commonwealth Games?The cost of hosting a large-scale sporting event is significant. This is typically justified by reference to the anticipated economic outcomes and associated benefits for local communities, especially local business. However, in sections of the academic literature, concern has emerged over the exaggerated foreshadowed benefits to private enterprise and the disparity between promised and actual outcomes. Some analysis has juxtaposed what they identify as the limited benefits for local communities with prioritising interests of non-local stakeholders such as corporate sponsors[7].

In the lead-up to GC2018, messaging from the State government underscored the expected economic benefits for the region. The report, ‘Ahead of the Games’, focused on the positive estimated outcomes that would lead to businesses converting this into profit:

‘Overall, GC2018 will help to deliver billions of dollars worth of positive economic impact for Queensland and support more than 30,000 full-time, part-time and temporary jobs. Tourism will be taken to a new level with an estimated 1.1 million visitors predicted in the lead-up to, during and after the Games—spending more than $870 million in Queensland.’ [8]

Media messages used prior to GC2018 amplified the expectation that businesses would see a strong influx of tourists, both overseas and interstate, which would lead inevitably to enhanced bottom lines and an unprecedented ‘win’ for business [9,10].

3

GC2018—THE VIEW FROM BUSINESS

Business impactsThe central aim of the research underpinning our analysis was to understand how Gold Coast businesses were impacted by GC2018. In our survey therefore we asked a variety of specific questions in relation to the effect of GC2018 on demand, supply, and business activity more generally. At the broadest level, half of respondents (51%) reported that their business was impacted very negatively; 23% somewhat negatively; 16% felt no impact; and 9% of respondents were somewhat positive with only 1% very positive.



If you noticed a decrease in the local population, how did it impact on your

business?

Did the information you have regarding the GC2018 meet your business needs?

Based on what actually happened to your business during the GC2018, how

e�ective was your planning?

The cost of business planning for the GC2018 was a lot?

When asked about the impact of the GC2018 on business - change in Customer numbers (57%), sales volume (52%), and customer behaviour

(40%) were rated as having a very negative impact.

Holding the GC2018 during the Easter trading period was a good choice.

Have you provided feedback about the GC2018 impact on your business?

Most business were not impacted by supply chain interruptions (35%). However, examples in

real estate and the building industry showed unanticipated in�uences

Businesses reported that their reputation was not impacted (56%) by the GC2018

For what purpose did you use the information in your business planning?

Restricted vehicle (42%) and pedestrian access (41%) very negatively impacted business.

Personal wellbeing (40%) and my working hours (37%) were very negatively impacted by the GC2018.

Most business were not impacted by work atmosphere (40%) or sta�ng (39%)

Very negative

Somewhat negative

No impact

Somewhat positive

Very positive

51%

23%

16%

9%1%

Description of business impactThe preeminent factor identified for the negative impact on businesses was a change in customer numbers (57%), with reduced sales volume coming a close second (52%). Other significant factors that negatively affected business were vehicle (42%) and pedestrian (41%) access, and changes to customer behaviour (40%). Two out of five (40%) reported their personal wellbeing had been very negatively affected.

Business impacts we asked about:

Customer numbers

Vehicle access

Supply chain interruption

Customer behaviour

Opening hours

Discretionary spending

Sales volume

Staffing

Working hours

Personal wellbeing

Pedestrian access

Resource expenses

Work atmosphere

Business reputation

Business considers customer numbers, sales volume, access and customer behaviour as the most significant negative impacts of GC2018.

Businesses agreed that the GC2018 worked on multiple factors to improve the attractiveness of the Gold Coast city image nationally and internationally.

The information sources most used by businesses were “Get Set for the Games”, mainstream media and social media. However, “Get Set for the Games” was

reported as not accurate by 41% of business

Business consider customer numbers, sales volume, access and customer behaviour as the most signi�cant negative impacts of the GC2018

Businesses did not agree that the GC2018 had a positive e�ect on the City’s business environment

When planning the GC2018, the organisers - considered the needs of business; listened to local experts.

There was transparency in the planning of the GC2018.

The state/federal government assisted businesses during the GC2018.The local council assisted businesses during the GC2018.

‘Informal leadership’ (e.g. community groups, industry associations) assisted businesses during the GC2018.

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60%

50%

40%

30%

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10%

0%

100%

50%

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4

Customer numbers, behaviour and sales volume

Most businesses reported that the change in customer numbers provided the most significant negative impact, which explains the reduced sales volume. Business were expecting an increase in customer numbers with a flow-on effect to sales. However, several factors contributed to the reduced customer numbers. Firstly, the Gold Coast’s leisure tourist was displaced by a budget conscious and sports focused tourist who generally did not frequent retail or food service outlets (outside of sporting venues). This study’s sample included retail trade (38%) and accommodation and food services (24%) industries which may explain the importance of customer numbers as an impact.

‘I think there was an expectation that we would see a strong influx of tourists, both overseas and interstate and that didn’t eventuate.’ Food service

‘…those people [GC2018 visitors] aren’t on holidays, and so they then don’t go down into the precinct and buy an ice-cream, do some retail shopping.’ Accommodation and food service

Three out of five (58%) businesses reported that there was a severe decrease in the number of local residents on the Gold Coast in the lead-up to and during GC2018. An accommodation and food service operator stated, ‘Local customers left the city afraid of the high volume of tourism affecting all areas of the city (traffic, shopping, hospitals, etc).’ A respondent from the first stage of the research explained to us that she had stocked up on groceries for her family prior to the Games to avoid the inconvenience of congestion and disruption, but as a result resisted going out for the Games period.

‘I’m not dealing with that. I’m not going into Woolworths to buy milk and dealing with 10,000 tourists. So, I went in and spent $200 the day before the Games.’ Arts and culture



business?
















Very negative Relatively negative No impact Relatively positive Very positive

Customer numbers

Sales volume

Customer behaviour

Rate the impact of GC2018 on your business

When asked about the impact of GC2018 on business, change in customer numbers (57%), sales volume (52%), and customer behaviour (40%) were rated as having a very negative impact.

5

Almost half of businesses (46%) commented that residents leaving the Gold Coast affected them very negatively. Noting reports that many locals holidayed away from the Gold Coast resulting in a reduction of local patronage, a food service operator commented, ‘We lost all our regulars for two to three weeks and gained no extra revenue.’ One survey respondent observed:

‘I operate car parks on the Gold Coast and the visitor numbers were down 90%, I didn’t expect many visitors to drive, but I didn’t expect all Gold Coast residents to leave town for two weeks.’ Transport, postal and warehousing

The GC2018 disruption has had what might best be termed a hangover effect for many businesses in the region and it is taking the city a long time to get back to normal trading levels. Within the survey, businesses have stated that they are experiencing an extensive recovery time, longer than they anticipated. In the survey, some businesses commented that the patronage has not returned to pre-Games volume with consumers going elsewhere.

‘Because our business relies a lot on annual return visits we are now feeling the impact again with low numbers as clients that we normally see at this time of year, [because last year they have] chosen to go elsewhere and have not returned this year.’ Retail

If you noticed a decrease in the local population, how did it impact on your business?



business?
















46%

18%

33%

2%3%

Very negative

Relatively negative

No impact

Relatively positive

Very positive

6

Vehicle and pedestrian access

Restricted vehicle access was a major impediment to business. Affected firms made arrangements to have deliveries during the night, which also carried the added burden of increased costs as expressed by a survey respondent:

‘All deliveries were at night between 1 and 6 am because of road closures. We had to stay at our shop all night to receive goods to enable us to trade. Tourists did not visit so we had very few customers for weeks before the Games started. We lost over $80,000 through lack of trade.’ Accommodation and food service

Personal wellbeing and work hours

The negative effect on personal wellbeing and work hours featured in the list of impacts. Two out of five (40%) respondents stated that their personal wellbeing had suffered. A combination of negative business impacts and long work hours (e.g. due to overnight deliveries) has most likely resulted in this adverse effect.

Restricted road access and alternate routes made it difficult for customers to visit businesses; as a consequence, patronage by locals and tourists was down, as reflected by this survey respondent:

‘The road was cordoned off and all public sent via an alternate route by signage. Not even our regular clients came they all went overseas.’ Retail

Similarly, increased security and closures of normal routes forced foot traffic away. Restricted parking times at park and ride stations meant that spectators returning to their vehicles did not stay in the area, instead returning to their accommodation.

‘We were expecting so much traffic and even foot traffic and people and stuff, and that never came to fruition.’ Retail




business?

















My personal wellbeing

My working hours

In short, we went from over 200 customers a week to ZERO for the duration of the Games.Accommodation and food service

A very negative impact and our worst trading period in the 9 years we have been in business. Accommodation and food service




business?
















Pedestrian access

Vehicle access



Personal wellbeing (40%) and my working hours (37%) were very negatively impacted by GC2018.

7

Work atmosphere and staffing

Most businesses reported that GC2018 had no impact on the work atmosphere (40%). During an interview, one retail business commented on an improved work environment due to athletes using the facilities and associating with normal customers. Interestingly, most survey comments on this impact discussed it negatively, using examples of ‘imposing leave on staff, mandating staff work from home, and making them work extra shifts, with the disruption to normal work schedule negatively impacted staff morale’.

‘Customer numbers and staff access impacted numbers of staff rostered on, but all staff are permanent so had to provide alternative hours for them and some forced annual leave which impacted staff morale.’ Retail




business?
















Work atmosphere

Staffing


Supply chain interruption

The real estate and property market were affected by inflated expectations of sellers, with owners holding off listing property prior to GC2018. This shortfall resulted in a peak prior to the Games from lack of stock. A real estate proprietor commented that ‘People who were trying to get a higher price thought they’d do it after the Games. Then the market hasn’t come off after the Games, because there wasn’t the exposure. I guess it was bit of a dampener, a lot of negative press over the Games.’

‘In the building industry, most infrastructure development work was completed prior to the Games. As a result of this accelerated work program, a survey respondent suggested that no new contracts were tendered for many months, thus creating a boom in the market leading to difficulty to find suitable subcontractors.’

‘...in the building industry, we were busy until the end of March…, everyone went away. The State Government spent all their money on the Games… New projects did not start to [be] sent out to price until November 2018. There is so much [work] to price now, that we will have trouble getting subcontractors to do the work, if everything starts around the same time.’ Construction



business?
















Very negative

Relatively negative

No impact

Relatively positive

Very positive

31%

1.4%0.7%

32%

35%


Most business were not impacted by supply chain interruptions (35%). However, examples in real estate and the building industry showed unanticipated influences.

Most business were not impacted by work atmosphere (40%) or staffing (39%).

8

ReputationThe reputational effect of GC2018 was varied. Some businesses experienced major reputational benefits in their association with the Games. In particular, some businesses felt an enhanced status associated with servicing the Games. For others it provided a lift to their business reputation and image.

‘Servicing the Games, there was a certain ‘prestige’ being a locally based business.’ Construction

Major structural improvements for businesses that ‘doubled’ as venues also helped to improve the business’s international reputation. For example, the film industry’s Village Roadshow’s Oxenford studios scored a partly Government funded super stage to host some of the competition events. Soundstage 9 has already had films such as Marvel’s Thor, and Warner Brothers Aquaman. For another business, their venue hosted a sporting event which provided a great opportunity to distinguish them from their competitors internationally.

‘It stood us out from the rest of other [sporting venues like ours] worldwide.’ Sport

That said, the benefits were not uniformly experienced. In terms of reputation and financial impact, one arts and culture business stated that the disruption to their business and lack of customers caused damage. Looking to save loyal customers, the business gave vouchers to disgruntled clients.

‘Our core customer base did not attend our premises during the Games. Our venue was forced to cut hours due to lack of numbers, which caused reputation damage and additional cost as we gave out vouchers to people who tried to attend but could not.’ Arts and culture



business?
















Very negative

Relatively negative

No impact

Relatively positive

Very positive

56%

13%

19%8%4%


Businesses reported that their reputation was not impacted (56%) by GC2018.

9

GC2018 INFORMATION, MEDIA AND INFLATED ESTIMATES?

The most frequent information sources used were: the State government’s ‘Get Set for the Games’ documentation (12%), traditional media (7%) and social media (9%).

The choice of information used, in hindsight was problematic, as businesses reported that the most inaccurate information sources were ‘Get Set for the Games’, government agencies, mainstream media and industry associations. While the most accurate were their professional and personal contacts, and social media.

How often did you use these information sources? How accurate would you say the information was?

Not accurate

Very accurate

Used most










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40%

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10%

0%

100%

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0%

Social media

Websites

Subscription news

Government

Community hearsay

Media mainstream

Industry associations

Professional contacts

Personal contacts

‘Get Set for the Games’

0% 10% 20% 30% 40%

Most used information

12%‘Get Set for the Games’

9%Social media

7%Traditional

media

The information sources most used by businesses were ‘Get Set for the Games’, mainstream media and social media. However, ‘Get Set for the Games’ was reported as not accurate by 41% of business.

10

Information accuracy and predictionsIn the survey, many respondents commented that the information they received from the ‘Get Set for the Games’ documentation was inaccurate, with businesses told they could anticipate high volumes of foot traffic and mass arrival of tourists. But instead, businesses experienced the opposite.

‘We were led to believe business would be strong, many people would attend [the Games]. Change operations to suit traffic conditions, etc. There were few travellers, roads were deserted, and no-one was spending money.’Accommodation and food service

The notable gap between predictions and actual outcome has caused discontent within the local business community. In trying to understand the significant miscalculation of numbers, an art and culture interviewee stated: ‘Someone is responsible for getting the numbers so wrong. And is it an administrative error? Did someone accidentally put another zero on the end? That happens.’

The optimistic estimates provided to business, coupled with the publicised disruption and media campaign aimed at local residents, meant that most business considered the information supplied as inaccurate and unhelpful in planning for GC2018.

‘What should have been a wonderful opportunity for Gold coast business was ruined by negativity and misinformation.’ Retail and manufacturing

The Government’s information aimed at locals to reduce traffic and congestion was blamed for reduced customer volume and for locals departing the Gold Coast. In the campaign, businesses were urged to have their employees work from home or take leave. Similarly, residents were instructed to stock up on groceries to avoid unnecessary car trips. With this in mind, many locals departed the Gold Coast, as suggested by this survey respondent:

‘It was a very strong campaign to convince the locals to stay home (or to close the business) and others to avoid Gold Coast during the Commonwealth Games. My observation [is that] this caused a large Gold Coast population [to] travel interstate or overseas. We experienced the worst Easter holiday period ever in our last 25 years of trade.’ Tourism

Did the information you have regarding GC2018 meet your business needs?



business?
















Strongly disagree

Disagree

Neither agree nor disagree

Agree

Strongly agree

38%

20%

24%

14%

4%

11

BUSINESS PLANNING

How did businesses plan for GC2018?The Gold Coast has never hosted an event at the size and scale of GC2018. Many businesses took on board the possibility that their firm could face challenges that would require altering normal activities. Most managers realised that such a large-scale event could have unforeseen results and took the planning seriously as noted during an interview:

‘Businesses had it [their Games strategy] 85% planned, they took it very seriously. They were expecting big crowds, they were expecting significant outcomes…’ Hospitality

‘We used documentation on traffic flow, public transport flow, advice from Comm Games organisers and Festival 2018 organisers, all ‘Get Set for the Games’ advice on Games preparation including meetings which all advised to purchase a lot of stock in advance and make delivery and transport plans that were more expensive to the business than usual processes. Our trading hours were determined directly in response to advice from organisers in upper management positions in the Comm Games organising committee.’ Arts and culture




business?
















Did not use Used a bit Used moderately Used often Always used

Finance

Investment

Marketing

Risk assessment

Operational

In planning for GC2018, most businesses used information for operational decision-making (27%) (e.g. change operating hours, predicting customer demand), and risk assessment (25%) (e.g. whether changes such as road closures would affect business). To a lesser extent, businesses referred to information for finance (16%), marketing 16%), and least of all, investment decisions 11%).

12

Efficacy of planningIn determining successful future business strategy, accurate information is indispensable. When reflecting on their GC2018 strategic planning, most businesses (36%) said that their business planning was not at all effective. In contrast, 12% reported that their business planning was very effective. One retail business remarked on mismanagement in planning resulting in an immense economic cost associated for their five retail stores:

‘GC2018 was a huge disappointment and cost our business enormously, we would have been better off to close our 5 retail stores for the entire GC2018. The tourists didn’t spend any money except for accommodation and GC2018 events. Locals were so scared they deserted the whole city or stayed at home.’ Retail

‘We were only affected two days so to be totally honest we could’ve just run business as per usual but because it was so hammered into us, it would be so busy on the roads and all that stuff, we ended up cutting back our business hours.’ Tourism

Based on what actually happened to your business during GC2018, how effective was your planning?



business?
















Not at all effective

Somewhat ineffective

Neutral

Somewhat effective

Very effective

36%

18% 18%

17%

12%

Three in five business (64%) disagreed with the statement: ‘If the Gold Coast held a similar event in the future that they would prepare their business in the same way’. Numerous businesses criticised GC2018 information inaccuracy that led them to implement changes that were inappropriate and adversely affected firm performance.

13

Cost of planningThe sum total of 49% (agree and strongly agree) of businesses agreed that planning for GC2018 ‘cost a lot’. Business mentioned that they undertook detailed scenario plans to get ready for the Games.

The cost of business planning for GC2018 was a lot?



business?
















Strongly disagree

Disagree


Agree

Strongly agree

9%

11%

32% 23%

25%

‘We spent a lot of time creating logistics around how staff are going to get here, then working from home and costs. Then there was no traffic on the roads, so it all went out the window. Day one we went with our plan, and then we didn’t need it from day two onwards.’ Real estate

Many businesses also attributed their failed planning attempts and increased costs to incorrect information received from Government agencies. For example, a hospitality business said that they ‘were told 6,000 people in the queue at any one time’. With this in mind, the business extended operating hours and increased staff, but the expected customer demand did not materialise.

For another business, the expected disruption (such as road closures) led them to shut down for the two weeks. When in reality, the professional service provider discovered that their planning was based on incorrect information and pronounced, ‘We closed the business as we were told we would be unable to access. This was entirely incorrect.’

Event timingIn the survey, many businesses strongly urged against holding GC2018 during the Easter break. Easter is normally a very busy time when school is on holidays and tourist and locals alike take full opportunity of the Gold Coast amenities. Holding the event during the holidays resulted in the displacement of local, domestic, and international leisure visitors.

When asked what time of the year would be best for holding a major sporting event in the future, comments included ‘non-peak periods for tourism (i.e. not during the school holidays, such as February, September or October)’. Another popular option was the ‘December Christmas holidays when business is generally quiet’.

Many respondents preferred that that the Gold Coast not host a mega-event in the future, stating that the ‘cost to business, and the disruption made it untenable’.

‘Preferable not to happen [ future mega-events on the Gold Coast]. If really need to, May after the Labour Day could be a better option as we will not losing too much of the business as this is normally a quiet month.’ Tourism

Holding GC2018 during the Easter trading period was a good choice.



business?
















Strongly disagree

Disagree


Agree

Strongly agree

58%

13%

20%

7%2%

14

COMMONWEALTH GAMES EVENT PLANNERS

Planning a Commonwealth Games is an enormous task with detailed coordination and execution required for a multitude of activities. When asked about the consideration of local business by GC2018 event planners, most businesses did not sense that local experts were listened to seriously or well represented during the planning process.

For example, when asked if those who planned GC2018 helped to stimulate flow-on benefits for your business (e.g. increased customer demand, increased exposure to new markets), three out of five (57%) strongly disagreed, one in five (20%) somewhat disagreed, 15% remained neutral and 8% agreed.

Event planners were deemed responsible for a number of miscalculations that included inaccurate traffic information —‘The traffic ‘management’ was rubbish’ (accommodation and food service)—inaccurate forecasting of visitor numbers—‘Better forecasting of number of visitors’ (accommodation and food service)—and using ‘scare tactics frightened people away’ (Professional services).

When planning GC2018, did the organisers consider the needs of business; listened to local experts.There was transparency in the planning of GC2018.










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60%

50%

40%

30%

20%

10%

0%

100%

50%

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Strongly disagree

Disagree


Agree

Strongly agree

Considered needs of business

Listened to local experts

Transparency in planning

Specators gather along the GC2018 Marathon course in Burleigh

15

FeedbackReceiving and acting upon feedback is pivotal for improvement in any organisation. In realising the Commonwealth Games’ potential for future host city businesses, including Birmingham 2022, we asked if businesses provided feedback about their experience. Of the 37% businesses that provided feedback on how their business was affected, venues used to provide feedback include: GC2018 team, local council, State government, industry associations, various surveys, media and shopping centre management.

For those who did not provide feedback, we asked why not. Their responses varied:

‘No avenue/opportunity to provide feedback, event organisers and government don’t care, it won’t make any difference, they weren’t affected, and, they did not want to waste any more time.’

One business suggested a formalised feedback loop:

‘I would have thought the [organisers] would have held debriefing sessions, but those groups dissolved.’’ Retail

Have you provided feedback about GC2018 impact on your business?



business?
















37%

YesNo

63%

Centralisation and authorityA common theme from the survey comments concerned the centralisation of power in, and authority exercised by, the event organisers and government. This approach triggered frustration among Gold Coast business, evident in one respondent’s observation:

‘It could have delivered better outcomes if organisers had been less involved in trying to control visitors to the area and just focused on the job of organising events. The strategic planning and impacts on hospitality venues was myopic. Event organisers were more concerned with the execution of the Games with insufficient consideration of local residents and businesses who suffered loss and damage as a result of the Games. The traffic ‘management’ was rubbish. Com Games attract nationally and all the negative publicity about traffic just stopped people from coming to the GC.’ Retail

Businesses reflected concern regarding the accuracy of information and the way in which it was promulgated by government and organisers. Many businesses frequently scrutinised the limited and linear process of information dissemination and what some regarded as the somewhat high-handed nature of issuing advice:

‘…they should of been up front with all of the planning. We were told we would be real busy; this was not the case. They shouldn’t have exaggerated the benefits.’ Retail

16

CITY-LEVEL IMPACTS

Gold Coast City imageWith destination image playing a major role in the competitiveness for travel destinations such as the Gold Coast, businesses agreed that GC2018 did improve the city’s appeal. Results show that the influence of GC2018 contributed to the Gold Coast’s city image in the following ways:

� GC2018 increased awareness of the Gold Coast nationally (63%*)

� GC2018 will aid in attracting more sporting events to the Gold Coast (62%*)

� GC2018 increased awareness of the city internationally (61%*)

� GC2018 enhanced the ability of the Gold Coast to offer attractive cultural, artistic and recreational resources (57%*)

� GC2018 contributed to urban infrastructure that will build city image (53%*)

� GC2018 has contributed to the Gold Coast growing into aworld-class city with distinct strengths (43%*)

� GC2018 improved Gold Coast’s ability to meet the needs for public services (42%*)

(*sum —agree and strongly agree)

One of the key features of GC2018 was the opportunity it provided to strengthen and further showcase the Gold Coast’s image by promoting it nationally and internationally as an attractive and livable city with the capacity to host mega-sporting events.

‘[GC2018] portrayed the Gold Coast as a safe, enthusiastic wonderful city to be in.’ Retail

‘With better planning and less scare mongering from the media, I believe the GC is the perfect place to hold future similar events and I think this could be very beneficial to the Coast.’ Retail










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Increased awareness—city nationally

Aid in attracting more sporting events

Increased awareness—city internationally

Enhanced cultural, artistic and recreational

Contributed to urban infrastructure to build city image

Contributed to world-class city with distinct strengths

Improved ability to meet public service needs

Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree

Businesses agreed that GC2018 worked on multiple factors to improve the attractiveness of the Gold Coast city image nationally and internationally.

17

Business operating environmentIn terms of the impact that GC2018 had on the Gold Coast city business environment, the results show that many businesses saw no benefit in the factors and forces that allow a business to build and maintain a successful operation. Survey results show that business did not agree that GC2018 had a positive impact on the following:

� GC2018 positively impacted the Gold Coast from an economic perspective (55%*)

� GC2018 improved the chances of businesses to seek funding, finance and investment (50%*)

� GC2018 has enhanced job prospects for workers on Gold Coast (48%*)

� GC2018 has contributed to Gold Coast image as a good place to do business (44%*)

� GC2018 has improved the city’s ability to attract workers from outside the Gold Coast (36%*)

� GC2018 has assisted the Gold Coast in becoming more attractive to international trade and investment (33%*)

(*sum—disagree and strongly disagree)

The impacts discussed earlier in Section 3 illustrate that businesses were generally hit hard by GC2018. With this in mind, business did not agree that GC2018 had a positive impact on the City’s business environment with commentary in the survey including:

‘What a huge expense that costs local jobs and business thousands of dollars in lost trade and workers losing lost hours!’ Retail

‘The GC2018 was for the greater good of all. We LOVED the Games. Sadly business was turned on its head.’ Accommodation and food service

‘A lot of the locals went overseas which took money out of our economy. The cost of funding the Games was horrendous.’ Professional services










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100%

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Positively impacted Gold Coast—economic

Improved the chances of businesses to seek funding, finance and investment

Enhanced job prospects for workers on Gold Coast

Contributed to Gold Coast image as a good place to do business

Improved the city’s ability to attract workers from outside the Gold Coast

Assisted Gold Coast to become more attractive to international trade and investment


Businesses did not agree that GC2018 had a positive effect on the City’s business environment.

18

Government and leadership during GC2018The government takes many roles during the bidding, planning and execution of a sporting mega-event. Considerable negotiation is required between levels as well as with the hosting communities. The results reveal that business did not feel supported by government or informal leadership networks in civil society.

� The state/federal government assisted businesses during GC2018 (66%*)

� Local council assisted businesses during GC2018 (62%*)

� ‘Informal leadership’ (e.g. community groups, industry associations) assisted businesses during GC2018 (40%*)

(*sum—disagree and strongly disagree)

Incorrect and inaccurate information combined accompanied by a perceived high-handed and distant approach gave rise to a sense of ‘us versus them’ among some respondents. This left a negative impression as to the genuineness of the consultation process:

‘From what seemed like a great opportunity it turned into an awful nightmare, made worse by the lack of support, lies and insults made by our [local government] and [the organising committee]. The Gold Coast is still suffering economically as a consequence thereof.’ Accommodation and food service

Did the state/federal government; local council; and ‘informal leadership’ (e.g. community groups, industry associations) assist businesses during GC2018?










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State/federal government assisted businesses

Local council assisted businesses

Informal leadership assisted businesses


19

1 2

RECOMMENDATIONS

The key takeout from this report is that the overwhelming number of survey respondents and interviewees felt that GC2018 delivered little in the way of tangible business benefits. Indeed, a major theme was that the Games was actually counterproductive in advancing the interests of Gold Coast businesses. This is starkly at odds with the broader narrative from government and event organisers that GC2018 provided a significant boost to the Gold Coast economy.

In large part, the negative themes underlying respondent feedback appear to stem from a perception that business was provided with information from government and GC2018 organisers that was inaccurate. A closely related theme is that outcomes during GC2018 did not align with anticipated outcomes envisioned by organisers and government agencies. Put bluntly, a significant proportion of businesses participating in the survey believe the Games over-promised and under-delivered.

Looking ahead to future events on the Gold Coast and how business can benefit, at least three issues need to be addressed. Future research recommendations are discussed.

Authentic engagement with business is requiredThe sense that business was spoken at, rather than consulted with, in the planning phase surfaced in the survey and interviews as a recurring theme. For the majority of respondents, government engagement was too little in the lead-up to the Games. And many felt that GC2018 organisers, particularly GOLDOC, were unwilling to hear about business concerns, high-handed in their approach, and disconnected from the day-to-day impact of the Games on business operations.

In future planning, event organisers and government need to be much more attuned to the micro-level concerns of business in the run up to their being held. This requires working meaningfully with small and medium enterprises—as well as the top end of town—at a grass roots level to identify threats and opportunities arising from events and ensuring that businesses feel they are part of the planning cycle.

Put another way, event organisers and government should focus their efforts on collaborating with businesses as strategic partners. This must not be faux collaboration that merely aims to ‘tick a box’ for the multitude of stakeholders involved, but rather a process that incorporates a well-defined feedback loop whereby businesses can play a direct role in event planning, not just a service provision role for delivering the event. State government and local council must provide the partnership frameworks that ‘democratise’ opportunities for small and medium enterprises to not only have their say but also to influence key decisions in the planning phase.

Businesses themselves need to be criticalThere is a sense that business respondents tended to be passive recipients rather than critical consumers of information from GC2018 organisers and government. Exhibiting scepticism towards authority is a long-standing trait of Australian democracy, so it is somewhat surprising that respondents seem to accept uncritically most (if not all) of the pre-event advice with little hard-edged analysis. There is no doubt that small and medium enterprises are seriously strapped for time, but it is important they actively source information and data that is independent from governments and even peak industry bodies including chambers of commerce. Relying on information from providers whose interests do not necessarily align with those of individual businesses is risky. The impacts of GC2018 were not uniform in terms of traffic flows, loss of customer flow, and supply chain disruption. This was foreseen prior to the Games[6], and individual businesses could certainly have been more curious in exploring alternative information sources to those provided by government and event organisers, which in turn were often filtered through mainstream and social media.

At the end of the day, accessing rigorous and independent research—including from universities and independent think tanks—is crucial for businesses to enable strategic planning ahead of major events, and businesses themselves must be proactive.

20

43Businesses need to be active in distributing informationComparing and exchanging notes with like-minded businesses can help to circumvent information bottlenecks. Yet, competition among businesses in the same sector is often relentless and the notion of collaborating with rivals is not instinctive. Small and medium enterprises are frequently too busy focusing on detailed operational challenges to think about how they might play a role in information exchange. But if these same businesses are to capitalise on opportunities arising from major events and avoid inevitable costs, comparing notes with peer competitors is a must. This, combined with accessing a wide variety of reliable information channels, has the potential to yield valuable intelligence that can then be integrated into firm strategic and operational planning. After the experience of GC2018, there must be questions about whether the various formalised Gold Coast business networks have the capacity to act as effective clearing houses for information and intelligence exchange. At the very least, small and medium enterprises should not rely on industry associations and chambers to do their work for them. There is certainly scope for deeper information distribution and additional forums for business to facilitate this exchange; universities with a presence on the Gold Coast can play a more active thought leadership role in assisting business in this area.

Future researchLearning the key lessons of GC2018 for business is crucial, but this goes beyond the impact of the Commonwealth Games per se. Inevitably, there will be future mega-events on the Gold Coast and business must prepare for these at a firm level but also in collaboration with major stakeholders. Research will be crucial in preparing business for this, and further analysis of the impact of GC2018 that goes beyond the scope of this report is necessary. In particular, the following areas merit closer research scrutiny:

� The context in which businesses did prosper during GC2018. What were the conditions? And can these be replicated in future across different sectors?

� The impact of government investment. This was particularly apparent in the arts, culture and sport; what have been the payoffs for Gold Coast businesses?

� Ways in which the Gold Coast business environment has benefited from public sector investment associated with GC2018. Can this be further leveraged to benefit others?

� Quantifying the impact on the Gold Coast flowing from GC2018, such as destination image, tourism, and trade and investment.

21

REFERENCES1. Getz, D. and S. Page, Event studies: Theory, research and

policy for planned events. 2016: Routledge.

2. Gold Coast 2018 Commonwealth Games Corporation, Annual Report 2017 - 2018. 2018.

3. ABC Gold Coast. Commonwealth Games: Looking back at Gold Coast 2018 as organising committee calls it a day. 2018 [cited May 2019]; Available from: https://www.abc.net.au/news/2018-08-29/gold-coast-2018-hailed-one-of-best-as-organisers-call-it-a-day/10179072.

4. Miller, A. The organisers of the 2018 Commonwealth Games on Australia’s Gold Coast are making the sums add up for this month’s festival of elite athletics. 2018 [cited May 2019]; Available from: https://www.accaglobal.com/hk/en/member/member/accounting-business/2018/04/insights/commonwealth-games.html.

5. Mosadeghi, R., D. Barr, and R. Moller, The Use of GIS in Major Sport Events Management; the Host City’s Lessons Learned from Gold Coast 2018, Commonwealth Games. Applied Spatial Analysis and Policy, 2019: p. 1-17.

CONCLUSIONFour months after GC2018 concluded, the Queensland government formally ruled out using the $35 million surplus generated by the Games to compensate Gold Coast traders who had lost income as a result of GC2018[3}. This was not unexpected—the State government argued that it had already invested significant amounts in Games infrastructure—but coming at the same time as event organisers were hailing the event overall as an unqualified success, the ‘optics’ of this decision were not positive.

Planning and executing mega-sporting events is highly demanding. It is difficult enough ensuring that sporting and related events go according to plan. But it is even harder for organisers to balance competing agendas among multiple stakeholders across government and industry. In the case of GC2018, while the organisers can be commended for executing a well-planned event, our research shows that the impact of GC2018 on Gold Coast business was far more mixed. In particular, inaccurate information from government and organisers regarding disruption as well as inflated forecasts around customer numbers and benefits exercised many respondents and interviewees.

There is also a sense in which small and medium enterprises feel they were not taken seriously in the preparation phase and that their concerns were downplayed or dismissed by government and organisers.

Our report recommendations underscore the need for a more proactive endeavour on the part of future event organisers and government to engage business across the board in the planning stages; this includes an integrated post-event assessment process. Genuine strategic collaboration between businesses, organisers, and government is not only preferable for future event planning on the Gold Coast, it is crucial.

But businesses too need to be more proactive in seeking out reliable sources of information to underpin their operational planning. Avoiding a situation where they are merely passive recipients of information from government and corporate entities is a critical first step. As this report has shown, the impact on business arising from major events endures after the caravan moves on.

6. Carlini, J. and A. O’Neil, Gold Coast business and the Commonwealth Games: Impact, legacy and opportunity. 2017, Griffith University.

7. Kirby, S., M. Duignan, and D. McGillivray, Mega-Sport Events, Micro and Small Business Leveraging: Introducing the. Event Management, 2018. 22(6): p. 917-931.

8. State of Queensland, Ahead of the Games: Evaluation report for the Gold Coast 2018 Commonwealth Games legacy program. 2017.

9. Emery, L. Gold Coast will become Australia’s next hub for major international events following the Commonwealth Games. 2017 [cited May 2019]; Available from: https://www.goldcoastbulletin.com.au/news/gold-coast/tourism-counting-on-a-major-events-boom-following-the-commonwealth-games/news-story/c5efc0790c941f5202e06cf6244e2d2a.

10. Pierce, J. Gold Coast 2018 Commonwealth Games leads to $17 billion investment boom. 2017 [cited May 2019]; Available from: https://www.couriermail.com.au/news/queensland/gold-coast-2018-commonwealth-games-leads-to-17-billion-investment-boom/news-story/905b6ab25847e48bad711c7897b4c1c1.

22

APPENDICES

A—About the sample

Survey responses

Online 98

Hard copy 52

Total 150

Indigenous business

Yes 2%

No 98%

Respondent position

Owner 59.3%

CEO 6%

Manager 28%

Other 6.7%

Age (years) Avg 48

Min age – Max age 19–79

Gender

Male 47.3%

Female 50.7%

Prefer not to say 2%

Years operating

< 2 years 6.1%

2 to < 5 years 19.6%

5 to < 10 years 17.6%

10 years + 56.8%

FTE employees

1–19 83.2%

20–149 13.4%

150–200 1.3%

>200 2%

Industry Sector

Profit 95.3%

NFP 3.4%

Public and Gov. 1.3%

Annual turnover

< $50 000 6.3%

$50 000–$200 000 20.1%

$200 000–$2 M 47.9%

> $2 M 25.7%

Main type of customer

Business to business 12.7%

Consumers 87.3%

Primary business location by region

North Gold Coast 16%

Central Gold Coast 54%

Southern Gold Coast 14%

Hinterland 2%

Other (multiple locations) 14%

Industry classification

Accommodation and food services 24.3%

Administration and support services 2.7%

Arts and recreation services 3.4%

Construction 1.4%

Education and training 0.7%

Finance and insurance services 0.7%

Health care and social assistance 8.1%

Information, media and telecommunications 2.0%

Manufacturing 1.4%

Professional, scientific and technical services 6.1%

Sport 2.0%

Rental, hiring and real estate services 3.4%

Retail trade 37.8%

Tourism 3.4%

Transport, postal and warehousing 1.4%

Wholesale trade 1.4%

23

APPENDICES

B—Survey

Page 1 of 19

You are invited to participate in a research project being conducted by the Griffith Business School.

Why is the research being conducted? In April 2018, the Gold Coast hosted the XXI Commonwealth Games (GC2018). Questions remain about the impact of this mega-event on the city’s business community. The aim of this project is to learn more about how GC2018 impacted local businesses, and the city. We are seeking owners, operators, and/or managers of Gold Coast businesses to complete the survey. A better understanding of key issues facing private enterprise can assist with designing future strategies and agendas aimed at supporting businesses in the city. What you will be asked to do: You will spend about 20 minutes answering survey questions about; 1) The business, 2) Business impacts resulting from the GC2018, and 3) Impacts on the Gold Coast City.

Your participation is voluntary, by completing the survey you consent to participate in this research. Your responses are confidential, and you will not be identified. This project has ethics approval from Griffith University #2018/791

For further information please contact.

Prof Andrew O’Neil Phone: (07) 5552 8472, Email: [email protected] Dr Joan Carlini Phone: (07) 5552 9094, Email: [email protected]

24

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No

To w

hat e

xten

t do

you

agre

e th

at th

is b

usin

ess

has

expe

rienc

ed g

row

th o

ver t

he p

ast y

ear?

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Whi

ch fi

gure

bes

t rep

rese

nts

this

bus

ines

s’ a

nnua

l tur

nove

r in

the

last

fina

ncia

l yea

r:

L

ess

than

$50

000

Bet

wee

n $5

0 00

0 an

d $2

00 0

00

B

etw

een

$200

000

and

$2

milli

on

O

ver $

2 m

illion

M

y po

sitio

n in

this

bus

ines

s is

:

Ow

ner

C

EO

M

anag

er

O

ther

, ple

ase

spec

ify _

____

____

____

____

____

___

Whi

ch G

C20

18 v

enue

is c

lose

st to

this

bus

ines

s’ p

rimar

y lo

catio

n? (S

elec

t onl

y on

e)

B

road

beac

h Bo

wls

Clu

b

G

old

Coa

st H

ocke

y C

entre

Car

rara

Sta

dium

Met

ricon

Sta

dium

Com

mon

wea

lth G

ames

Villa

ge

N

eran

g N

atio

nal P

ark

(mou

ntai

n bi

king

)

Coo

mer

a Sp

ort a

nd L

eisu

re C

entre

Oxe

nfor

d St

udio

s

Ela

nora

/Cur

rum

bin

Valle

y (ro

ad c

yclin

g)

Par

k an

d rid

e st

atio

n

Gol

d C

oast

Aqu

atic

Cen

tre

Que

en E

lizab

eth

Park

(bea

ch v

olle

ybal

l)

Gol

d C

oast

Con

vent

ion

and

Exhi

bitio

n C

entre

The

prox

imity

of t

his

busi

ness

to th

e cl

oses

t GC

2018

ven

ue is

:

Les

s th

an 1

km

Bet

wee

n 2

– 5

km

Bet

wee

n th

an 6

– 2

0 km

Mor

e th

an 2

0 km

Wha

t is

your

birt

h ye

ar?

____

____

_

Wha

t is

your

gen

der?

M

ale

Fem

ale

P

refe

r not

to s

ay

25

Page

4 o

f 19

How

ofte

n di

d yo

u us

e th

ese

info

rmat

ion

sour

ces?

1. G

et S

et fo

r the

Gam

es

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

2. P

erso

nal c

onta

cts

(e.g

. frie

nds)

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

3.

Pro

fess

iona

l con

tact

s (e

.g. b

usin

ess

netw

ork)

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

4.

For

mal

indu

stry

/bus

ines

s as

soci

atio

ns (e

.g. C

ham

bers

of C

omm

erce

)

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

5.

Mai

nstr

eam

med

ia (e

.g. o

nlin

e an

d pa

per n

ewsp

aper

s, te

levi

sion

new

s)

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

6. G

ener

al ‘h

ears

ay’ w

ithin

the

com

mun

ity

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

7. G

over

nmen

t age

ncie

s an

d as

soci

ated

pub

licat

ions

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

8.

Sub

scrip

tion

new

s se

rvic

es a

nd o

pt-in

em

ail n

ewsl

ette

rs

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

9. V

ario

us w

ebsi

tes

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

10. T

he 2

017

Grif

fith

Bus

ines

s Sc

hool

, Gol

d C

oast

Bus

ines

s an

d th

e C

omm

onw

ealth

Gam

es:

Impa

ct, L

egac

y an

d O

ppor

tuni

ty s

tudy

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

11

. My

own

obse

rvat

ions

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

12

. Soc

ial m

edia

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

13

. Oth

er, p

leas

e sp

ecify

___

____

____

____

____

____

____

____

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

Th

inki

ng a

bout

the

busi

ness

that

you

ow

n/m

anag

e/op

erat

e, p

leas

e an

swer

the

follo

win

g qu

estio

ns

abou

t the

info

rmat

ion

you

used

for t

he G

C20

18.

Page

5 o

f 19

How

val

uabl

e di

d yo

u fin

d th

ese

info

rmat

ion

sour

ces

to b

ase

your

bus

ines

s de

cisi

ons

for t

he

GC

2018

?

1. G

et S

et fo

r the

Gam

es

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 2.

Per

sona

l con

tact

s (e

.g. f

riend

s)

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 3.

Pro

fess

iona

l con

tact

s (e

.g. b

usin

ess

netw

ork)

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 4.

For

mal

indu

stry

/bus

ines

s as

soci

atio

ns (e

.g. C

ham

bers

of C

omm

erce

)

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 5.

Mai

nstr

eam

med

ia (e

.g. o

nlin

e an

d pa

per n

ewsp

aper

s, te

levi

sion

new

s)

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

)

6.

Gen

eral

‘hea

rsay

’ with

in th

e co

mm

unity

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 7.

Gov

ernm

ent a

genc

ies

and

asso

ciat

ed p

ublic

atio

ns

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 8.

Sub

scrip

tion

new

s se

rvic

es a

nd o

pt-in

em

ail n

ewsl

ette

rs

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

)

9. V

ario

us w

ebsi

tes

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 10

. The

201

7 G

riffit

h B

usin

ess

Scho

ol, G

old

Coa

st B

usin

ess

and

the

Com

mon

wea

lth G

ames

: Im

pact

, Leg

acy

and

Opp

ortu

nity

stu

dy

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 11

. My

own

obse

rvat

ions

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 12

. Soc

ial m

edia

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) 13

. Oth

er, p

leas

e sp

ecify

___

____

____

____

____

____

____

____

N

ot v

alua

ble

at a

ll

Som

ewha

t val

uabl

e M

oder

atel

y va

luab

le

Abo

ve a

vera

ge v

alue

V

ery

valu

able

NA

(did

not

use

) Th

inki

ng a

bout

the

busi

ness

that

you

ow

n/m

anag

e/op

erat

e, p

leas

e an

swer

the

follo

win

g qu

estio

ns

abou

t the

info

rmat

ion

you

used

for t

he G

C20

18.

26

Page

6 o

f 19

How

eas

y w

as it

to g

et in

form

atio

n to

mak

e bu

sine

ss d

ecis

ions

for t

he G

C20

18?

1. G

et S

et fo

r the

Gam

es

Very

diff

icul

t

Som

ewha

t diff

icul

t

N

eutra

l

R

elat

ivel

y ea

sy

V

ery

easy

2. P

erso

nal c

onta

cts

(e.g

. frie

nds)

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

3.

Pro

fess

iona

l con

tact

s (e

.g. b

usin

ess

netw

ork)

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

4.

For

mal

indu

stry

/bus

ines

s as

soci

atio

ns (e

.g. C

ham

bers

of C

omm

erce

)

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

5.

Mai

nstr

eam

med

ia (e

.g. o

nlin

e an

d pa

per n

ewsp

aper

s, te

levi

sion

new

s)

Very

diff

icul

t

Som

ewha

t diff

icul

t

N

eutra

l

R

elat

ivel

y ea

sy

V

ery

easy

6. G

ener

al ‘h

ears

ay’ w

ithin

the

com

mun

ity

Very

diff

icul

t

Som

ewha

t diff

icul

t

N

eutra

l

R

elat

ivel

y ea

sy

V

ery

easy

7. G

over

nmen

t age

ncie

s an

d as

soci

ated

pub

licat

ions

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

8.

Sub

scrip

tion

new

s se

rvic

es a

nd o

pt-in

em

ail n

ewsl

ette

rs

Very

diff

icul

t

Som

ewha

t diff

icul

t

N

eutra

l

R

elat

ivel

y ea

sy

V

ery

easy

9. V

ario

us w

ebsi

tes

Very

diff

icul

t

Som

ewha

t diff

icul

t

N

eutra

l

R

elat

ivel

y ea

sy

V

ery

easy

10. T

he 2

017

Grif

fith

Bus

ines

s Sc

hool

, Gol

d C

oast

Bus

ines

s an

d th

e C

omm

onw

ealth

Gam

es:

Impa

ct, L

egac

y an

d O

ppor

tuni

ty s

tudy

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

11

. My

own

obse

rvat

ions

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

12

. Soc

ial m

edia

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

13

. Oth

er, p

leas

e sp

ecify

___

____

____

____

____

____

____

____

Ve

ry d

iffic

ult

So

mew

hat d

iffic

ult

Neu

tral

Rel

ativ

ely

easy

Ver

y ea

sy

Th

inki

ng a

bout

the

busi

ness

that

you

ow

n/m

anag

e/op

erat

e, p

leas

e an

swer

the

follo

win

g qu

estio

ns

abou

t the

info

rmat

ion

you

used

for t

he G

C20

18.

Page

7 o

f 19

How

acc

urat

e w

ould

you

say

the

info

rmat

ion

was

?

1. G

et S

et fo

r the

Gam

es

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 2.

Per

sona

l con

tact

s (e

.g. f

riend

s)

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 3.

Pro

fess

iona

l con

tact

s (e

.g. b

usin

ess

netw

ork)

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 4.

For

mal

indu

stry

/bus

ines

s as

soci

atio

ns (e

.g. C

ham

bers

of C

omm

erce

)

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 5.

Mai

nstr

eam

med

ia (e

.g. o

nlin

e an

d pa

per n

ewsp

aper

s, te

levi

sion

new

s)

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

)

6.

Gen

eral

‘hea

rsay

’ with

in th

e co

mm

unity

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 7.

Gov

ernm

ent a

genc

ies

and

asso

ciat

ed p

ublic

atio

ns

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 8.

Sub

scrip

tion

new

s se

rvic

es a

nd o

pt-in

em

ail n

ewsl

ette

rs

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

)

9.

Var

ious

web

site

s

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 10

. The

201

7 G

riffit

h B

usin

ess

Scho

ol, G

old

Coa

st B

usin

ess

and

the

Com

mon

wea

lth G

ames

: Im

pact

, Leg

acy

and

Opp

ortu

nity

stu

dy

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 11

. My

own

obse

rvat

ions

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 12

. Soc

ial m

edia

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) 13

. Oth

er, p

leas

e sp

ecify

___

____

____

____

____

____

____

____

N

ot a

t all

accu

rate

S

omew

hat a

ccur

ate

Neu

tral

Rel

ativ

ely

accu

rate

V

ery

accu

rate

NA

(did

not

use

) Th

inki

ng a

bout

the

busi

ness

that

you

ow

n/m

anag

e/op

erat

e, p

leas

e an

swer

the

follo

win

g qu

estio

ns

abou

t the

info

rmat

ion

you

used

for t

he G

C20

18.

27

Page

8 o

f 19

How

wou

ld y

ou ra

te th

e cr

edib

ility

of t

he fo

llow

ing

info

rmat

ion

sour

ces?

1. G

et S

et fo

r the

Gam

es

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

2.

Per

sona

l con

tact

s (e

.g. f

riend

s)

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

3.

Pro

fess

iona

l con

tact

s (e

.g. b

usin

ess

netw

ork)

N

ot a

t all

cred

ible

S

omew

hat c

redi

ble

Neu

tral

R

elat

ivel

y cr

edib

le

V

ery

cred

ible

4. F

orm

al in

dust

ry/b

usin

ess

asso

ciat

ions

(e.g

. Cha

mbe

rs o

f Com

mer

ce)

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

5.

Mai

nstr

eam

med

ia (e

.g. o

nlin

e an

d pa

per n

ewsp

aper

s, te

levi

sion

new

s)

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

6.

Gen

eral

‘hea

rsay

’ with

in th

e co

mm

unity

N

ot a

t all

cred

ible

S

omew

hat c

redi

ble

Neu

tral

R

elat

ivel

y cr

edib

le

V

ery

cred

ible

7. G

over

nmen

t age

ncie

s an

d as

soci

ated

pub

licat

ions

N

ot a

t all

cred

ible

S

omew

hat c

redi

ble

Neu

tral

R

elat

ivel

y cr

edib

le

V

ery

cred

ible

8. S

ubsc

riptio

n ne

ws

serv

ices

and

opt

-in e

mai

l new

slet

ters

N

ot a

t all

cred

ible

S

omew

hat c

redi

ble

Neu

tral

R

elat

ivel

y cr

edib

le

V

ery

cred

ible

9. V

ario

us w

ebsi

tes

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

10

. The

201

7 G

riffit

h B

usin

ess

Scho

ol, G

old

Coa

st B

usin

ess

and

the

Com

mon

wea

lth G

ames

: Im

pact

, Leg

acy

and

Opp

ortu

nity

stu

dy

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

11

. My

own

obse

rvat

ions

N

ot a

t all

cred

ible

S

omew

hat c

redi

ble

Neu

tral

R

elat

ivel

y cr

edib

le

V

ery

cred

ible

12. S

ocia

l med

ia

Not

at a

ll cr

edib

le

Som

ewha

t cre

dibl

e

N

eutra

l

Rel

ativ

ely

cred

ible

Ver

y cr

edib

le

13

. Oth

er, p

leas

e sp

ecify

___

____

____

____

____

____

____

____

N

ot a

t all

cred

ible

S

omew

hat c

redi

ble

Neu

tral

R

elat

ivel

y cr

edib

le

V

ery

cred

ible

Thin

king

abo

ut th

e bu

sine

ss th

at y

ou o

wn/

man

age/

oper

ate,

ple

ase

answ

er th

e fo

llow

ing

ques

tions

ab

out t

he in

form

atio

n yo

u us

ed fo

r the

GC

2018

.

Page

9 o

f 19

Did

the

info

rmat

ion

you

have

rega

rdin

g th

e G

C20

18 m

eet y

our b

usin

ess

need

s?

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Wha

t oth

er in

form

atio

n w

ould

hav

e as

sist

ed y

our b

usin

ess

for t

he G

C20

18?

Do

you

have

any

gen

eral

com

men

ts a

bout

GC

2018

and

info

rmat

ion?

F

or w

hat p

urpo

se d

id y

ou u

se th

e in

form

atio

n in

you

r bus

ines

s pl

anni

ng?

1. O

pera

tiona

l dec

isio

n-m

akin

g (e

.g. c

hang

e op

erat

ing

hour

s, p

redi

ctin

g cl

ient

dem

and,

ro

ster

ing

and

staf

fing,

etc

.)

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

2.

Ris

k as

sess

men

t (w

heth

er c

hang

es fr

om th

e G

C20

18, s

uch

as ro

ad c

losu

res,

wou

ld a

ffect

yo

ur b

usin

ess)

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

3.

Mar

ketin

g (p

rom

otin

g yo

ur b

usin

ess,

act

iviti

es, e

tc.)

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

4. I

nves

tmen

t dec

isio

ns (e

.g. c

apita

l exp

endi

ture

to p

rodu

ce m

ore)

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

5.

Fin

ance

and

bud

getin

g (s

uch

as c

ater

ing

for c

hang

es in

dem

and

prod

uced

by

the

GC

2018

)

Did

not

use

at a

ll

Use

d a

bit

U

sed

mod

erat

ely

Use

d of

ten

Alw

ays

used

6. O

ther

, ple

ase

spec

ify _

____

____

____

____

____

____

____

____

____

____

__

D

id n

ot u

se a

t all

U

sed

a bi

t

Use

d m

oder

atel

y

U

sed

ofte

n

A

lway

s us

ed

Now

, we

wou

ld li

ke to

kno

w a

bout

how

the

info

rmat

ion

influ

ence

d yo

ur b

usin

ess

deci

sion

s.

28

Page

10

of 1

9 Ba

sed

on w

hat a

ctua

lly h

appe

ned

to y

our b

usin

ess

durin

g th

e G

C20

18, h

ow e

ffect

ive

was

you

r pl

anni

ng?

N

ot a

t all

effe

ctiv

e

Som

ewha

t ine

ffect

ive

Neu

tral

S

omew

hat e

ffect

ive

Very

effe

ctiv

e

The

cost

of b

usin

ess

plan

ning

for t

he G

C20

18 w

as a

lot.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

If th

e G

old

Coa

st h

oste

d a

sim

ilar

even

t to

the

GC

2018

in

the

futu

re,

I w

ould

pre

pare

my

busi

ness

in th

e sa

me

way

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

I u

nder

stoo

d ho

w I

coul

d le

vera

ge o

ppor

tuni

ties

from

the

GC

2018

to b

enef

it m

y bu

sine

ss.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

My

busi

ness

was

abl

e to

ada

pt q

uick

ly to

the

unex

pect

ed c

hang

e in

incr

ease

d or

dec

reas

ed

dem

and

durin

g th

e G

C20

18 p

erio

d.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

NA

The

GC

2018

con

trib

uted

to v

alue

cre

atio

n in

this

bus

ines

s (e

.g. n

ew p

roce

sses

, tec

hnol

ogy,

co

nsum

ers,

pre

mis

es, k

now

ledg

e).

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

con

trib

uted

to th

is b

usin

ess

bein

g di

stin

ct in

the

mar

ket c

ompa

red

to it

s co

mpe

titor

s.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Fina

ncia

lly, t

he G

C20

18 p

rovi

ded

our b

usin

ess

with

a b

oost

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

H

oldi

ng th

e G

C20

18 d

urin

g th

e Ea

ster

trad

ing

perio

d w

as a

goo

d ch

oice

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

In

this

sec

tion,

we

wan

t to

know

abo

ut h

ow th

is b

usin

ess

has

been

impa

cted

by

the

2018

Gol

d C

oast

Com

mon

wea

lth G

ames

(GC

2018

).

Page

11

of 1

9 If

the

Gol

d C

oast

wer

e to

hol

d an

othe

r lar

ge e

vent

like

the

GC

2018

, wha

t tim

e of

the

year

wou

ld

best

sui

t you

r bus

ines

s (e

.g. m

onth

, hol

iday

per

iod,

etc

.)

Ove

rall,

the

retu

rn o

n in

vest

men

t fro

m th

e G

C20

18 o

n ou

r bus

ines

s w

as g

ood.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Whi

ch b

est d

escr

ibes

how

you

r bus

ines

s w

as im

pact

ed b

y G

C20

18?

Ver

y ne

gativ

e

Som

ewha

t neg

ativ

e

N

o im

pact

S

omew

hat p

ositi

ve

V

ery

posi

tive

Th

inki

ng a

bout

the

impa

ct o

f the

GC

2018

on

your

bus

ines

s, p

leas

e ra

te th

e fo

llow

ing:

1.

Cha

nge

in c

usto

mer

num

bers

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 2.

C

hang

e in

cus

tom

er b

ehav

iour

(e.g

. cha

nge

in le

ngth

/tim

e of

vis

it)

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 3.

C

hang

e in

sal

es v

olum

e

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 4.

C

hang

e in

ped

estr

ian

acce

ss to

bus

ines

s

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 5.

C

hang

e in

veh

icle

acc

ess

to b

usin

ess

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 6.

C

hang

e to

bus

ines

s op

enin

g ho

urs

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 7.

St

affin

g (a

vaila

bilit

y/ro

ster

ing)

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 8.

C

hang

e in

reso

urce

exp

ense

s (e

.g. h

iring

equ

ipm

ent,

etc.

)

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 9.

Su

pply

cha

in in

terr

uptio

n (e

.g. d

iffic

ulty

rece

ivin

g st

ock,

pro

duct

s, o

r ser

vice

s)

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 10

. C

hang

e to

bus

ines

s op

enin

g ho

urs

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A

29

Page

12

of 1

9 Th

inki

ng a

bout

the

impa

ct o

f the

GC

2018

on

your

bus

ines

s, p

leas

e ra

te th

e fo

llow

ing:

11

. C

hang

e in

dis

cret

iona

ry s

pend

ing

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 12

. C

hang

e in

my

wor

king

hou

rs

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 13

. C

hang

e in

wor

k at

mos

pher

e

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 14

. M

y pe

rson

al w

ellb

eing

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A

15.

Bus

ines

s re

puta

tion

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A 16

. O

ther

, ple

ase

spec

ify _

____

____

____

____

____

____

____

____

____

____

____

_

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

N

A In

you

r op

inio

n, w

hy w

as t

his

busi

ness

im

pact

ed i

n th

e w

ays

that

wer

e se

lect

ed i

n th

e pr

evio

us q

uest

ion?

How

wel

l did

you

cop

e w

ith w

ork

pres

sure

s du

ring

the

GC

2018

?

Not

at a

ll

Did

not

cop

e w

ell

No

impa

ct

Rel

ativ

ely

cope

d C

oped

ver

y w

ell

In th

e le

ad u

p, d

id y

ou n

otic

e a

decr

ease

in th

e lo

cal p

opul

atio

n (re

side

nts

leav

ing)

?

N

one

Very

mild

M

ild

M

oder

ate

Seve

re

If yo

u di

d no

t sel

ect ‘

none

’ in

the

abov

e qu

estio

n:

Did

the

decr

ease

in re

side

nts

impa

ct o

n yo

ur b

usin

ess?

Ve

ry n

egat

ive

impa

ct

Rel

ativ

ely

nega

tive

impa

ct

No

impa

ct

R

elat

ivel

y po

sitiv

e im

pact

Ver

y po

sitiv

e im

pact

Com

pare

d to

typi

cal E

aste

r tra

ding

, the

GC

2018

trad

ing

perio

d w

as g

ood.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Page

13

of 1

9 W

ould

you

like

to m

ake

any

othe

r com

men

ts a

bout

how

the

GC

2018

affe

cted

this

bus

ines

s?

The

bene

fits

to th

is b

usin

ess

from

the

GC

2018

met

my

expe

ctat

ions

.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Ove

rall,

the

GC

2018

ben

efits

to th

is b

usin

ess

wer

e w

orse

than

exp

ecte

d.

Stro

ngly

dis

agre

e

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Th

e G

C20

18 b

enef

its to

this

bus

ines

s w

ere

bette

r tha

n ex

pect

ed.

Stro

ngly

dis

agre

e

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

O

vera

ll, I

was

sat

isfie

d w

ith h

ow th

e G

C20

18 im

pact

ed th

is b

usin

ess.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Ove

rall,

I a

m h

appy

with

the

bus

ines

s de

cisi

ons

mad

e in

res

pons

e to

the

GC

2018

for

thi

s bu

sine

ss.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

bene

fits

of th

e G

C20

18 o

utw

eigh

the

cons

eque

nces

for t

his

busi

ness

.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Now

, we

wan

t to

know

abo

ut y

our b

usin

ess

expe

ctat

ions

of t

he G

old

Coa

st C

omm

onw

ealth

G

ames

(GC

2018

).

Now

, we

are

aski

ng a

bout

you

r bus

ines

s sa

tisfa

ctio

n of

the

Gol

d C

oast

Com

mon

wea

lth G

ames

(G

C20

18).

30

Page

14

of 1

9 Th

ose

who

pla

nned

the

GC

2018

hel

ped

to s

timul

ate

flow

-on

bene

fits

for

my

busi

ness

(e.

g.

incr

ease

d cu

stom

er d

eman

d, in

crea

sed

expo

sure

to n

ew m

arke

ts).

Stro

ngly

dis

agre

e

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Th

ere

was

tran

spar

ency

in th

e pl

anni

ng o

f the

GC

2018

.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Whe

n pl

anni

ng th

e G

C20

18, t

he o

rgan

iser

s lis

tene

d to

loca

l exp

erts

.

S

trong

ly d

isag

ree

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Whe

n pl

anni

ng th

e G

C20

18, t

he o

rgan

iser

s co

nsid

ered

the

need

s of

bus

ines

s.

Stro

ngly

dis

agre

e

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

G

old

Coa

st b

usin

esse

s w

ere

wel

l rep

rese

nted

dur

ing

the

GC

2018

pla

nnin

g pr

oces

s.

Stro

ngly

dis

agre

e

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

H

ave

you

prov

ided

feed

back

abo

ut th

e G

C20

18 im

pact

on

your

bus

ines

s?

Y

es, w

ho d

id y

ou p

rovi

de fe

edba

ck to

?

N

o, w

hy d

idn’

t you

pro

vide

feed

back

?

Do

you

have

any

com

men

ts o

n ho

w th

e G

C20

18 p

lann

ing

coul

d be

hav

e be

en im

prov

ed to

hel

p bu

sine

ss o

utco

mes

?

Did

you

atte

nd a

ny G

C20

18 s

ports

or t

rade

eve

nts?

Y

es, h

ow w

ould

you

rate

you

r ove

rall

expe

rienc

e of

atte

ndin

g th

e G

C20

18 e

vent

/s?

Ver

y po

or

P

oor

A

vera

ge

Goo

d

Exc

elle

nt

Now

, we

wan

t to

know

wha

t you

thin

k ab

out t

he p

lann

ing

for t

he G

old

Coa

st C

omm

onw

ealth

G

ames

(GC

2018

).

Page

15

of 1

9

No,

why

did

you

not

atte

nd a

ny o

f the

GC

2018

eve

nts?

Th

e G

C20

18 in

crea

sed

awar

enes

s of

the

Gol

d C

oast

city

inte

rnat

iona

lly.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

the

repu

tatio

n of

the

Gol

d C

oast

for a

ttrac

ting

new

bus

ines

ses.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

The

GC

2018

incr

ease

d aw

aren

ess

of th

e G

old

Coa

st c

ity n

atio

nally

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

The

GC

2018

impr

oved

the

Gol

d C

oast

’s a

bilit

y to

mee

t the

nee

ds fo

r pub

lic s

ervi

ces

(e.g

. he

alth

, em

erge

ncy

serv

ices

and

edu

catio

n).

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

enh

ance

d th

e ab

ility

of t

he G

old

Coa

st to

offe

r attr

activ

e cu

ltura

l, ar

tistic

and

re

crea

tiona

l res

ourc

es (e

.g. e

vent

s, a

rts

and

cultu

re, s

port

ing

faci

litie

s, o

pen

spac

e).

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

the

wel

l-bei

ng o

f the

Gol

d C

oast

com

mun

ity.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

stat

e/fe

dera

l gov

ernm

ent a

ssis

ted

busi

ness

es d

urin

g th

e G

C20

18.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

loca

l cou

ncil

assi

sted

bus

ines

ses

durin

g th

e G

C20

18.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

‘Info

rmal

lead

ersh

ip’ (

e.g.

com

mun

ity g

roup

s, in

dust

ry a

ssoc

iatio

ns) a

ssis

ted

busi

ness

es

durin

g th

e G

C20

18.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

my

busi

ness

’s a

cces

s to

infr

astr

uctu

re (e

.g. t

echn

olog

y,

com

mun

icat

ions

, tra

nspo

rt).

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

my

busi

ness

’s a

cces

s to

sui

tabl

e an

d af

ford

able

com

mer

cial

pro

pert

y/

real

est

ate

(e.g

. war

ehou

se, o

ffice

bui

ldin

gs, s

tudi

o sp

ace)

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Th

e G

C20

18 im

prov

ed th

e G

old

Coa

st’s

spa

tial l

ayou

t (e.

g. c

lust

ers,

hub

s, p

reci

ncts

, zon

es o

f ac

tivity

) for

bus

ines

ses.

This

sec

tion

is a

bout

the

GC

2018

impa

ct o

n th

e G

old

Coa

st C

ity.

31

Page

16

of 1

9

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

the

city

’s a

bilit

y to

attr

act w

orke

rs fr

om o

utsi

de th

e G

old

Coa

st.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

educ

atio

n an

d tr

aini

ng a

ssoc

iate

d w

ith th

e G

C20

18 h

as im

prov

ed th

e sk

ill o

f Gol

d C

oast

w

orke

rs.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

The

GC

2018

has

enh

ance

d jo

b pr

ospe

cts

for w

orke

rs o

n th

e G

old

Coa

st.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

the

chan

ces

of b

usin

esse

s to

see

k fu

ndin

g, fi

nanc

e an

d in

vest

men

t.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Ove

rall,

the

GC

2018

pos

itive

ly im

pact

ed th

e G

old

Coa

st fr

om a

n ec

onom

ic p

ersp

ectiv

e.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

has

ass

iste

d th

e G

old

Coa

st in

bec

omin

g m

ore

attr

activ

e to

inte

rnat

iona

l tra

de

and

inve

stm

ent.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

resi

dent

s’ s

uppo

rt o

f loc

al b

usin

ess.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Th

e w

ays

in w

hich

loca

ls c

hang

ed th

eir b

ehav

iour

dur

ing

the

GC

2018

has

bec

ome

embe

dded

(e

.g. u

se o

f pub

lic/tr

ansp

ort,

shop

ping

, ent

erta

inm

ent).

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

The

GC

2018

has

impr

oved

rela

tions

hips

bet

wee

n di

ffere

nt s

ecto

rs (e

.g. b

usin

esse

s,

inst

itutio

ns, g

over

nmen

ts).

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

impr

oved

rela

tions

hips

bet

wee

n bu

sine

sses

on

the

Gol

d C

oast

(e.g

. sha

ring

of

reso

urce

s su

ch a

s kn

owle

dge,

sup

plie

s an

d te

chno

logy

).

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Th

e G

C20

18 h

as im

prov

ed th

e su

pply

of r

elev

ant a

nd re

liabl

e bu

sine

ss in

form

atio

n.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

You

are

alm

ost a

t the

end

!

This

fina

l sec

tion

is a

bout

the

GC

2018

impa

ct o

n th

e G

old

Coa

st C

ity.

Page

17

of 1

9 O

vera

ll, th

e G

C20

18 h

as c

ontr

ibut

ed to

the

Gol

d C

oast

’s im

age

as a

goo

d pl

ace

to d

o bu

sine

ss.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

O

vera

ll, th

e G

C20

18 h

as c

ontr

ibut

ed to

urb

an in

fras

truc

ture

that

will

bui

ld th

e ci

ty’s

imag

e.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

will

aid

in a

ttrac

ting

mor

e sp

ortin

g ev

ents

to th

e G

old

Coa

st.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

GC

2018

has

con

trib

uted

to th

e G

old

Coa

st g

row

ing

into

a w

orld

-cla

ss c

ity w

ith d

istin

ct

stre

ngth

s.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

In y

our o

pini

on, w

hich

bes

t des

crib

es h

ow th

e G

old

Coa

st c

ity w

as im

pact

ed b

y th

e G

C20

18?

V

ery

nega

tive

S

omew

hat n

egat

ive

N

o im

pact

S

omew

hat p

ositi

ve

V

ery

posi

tive

The

bene

fits

to th

e G

old

Coa

st C

ity fr

om th

e G

C20

18 m

et m

y ex

pect

atio

ns.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Ove

rall,

the

GC

2018

ben

efits

to th

e G

old

Coa

st w

ere

wor

se th

an e

xpec

ted.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

The

GC

2018

ben

efits

to th

e G

old

Coa

st w

ere

bette

r thi

s ex

pect

ed.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Ove

rall,

I w

as s

atis

fied

with

how

the

GC

2018

impa

cted

the

Gol

d C

oast

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

Ove

rall,

I am

hap

py w

ith th

e G

old

Coa

st h

ostin

g th

e G

C20

18.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

bene

fits

to th

e G

old

Coa

st fr

om th

e G

C20

18 o

utw

eigh

ed th

e co

nseq

uenc

es.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

The

Gol

d C

oast

sho

uld

hold

sim

ilar e

vent

s to

the

GC

2018

in th

e fu

ture

.

S

trong

ly d

isag

ree

Dis

agre

e

N

eutra

l

A

gree

S

trong

ly a

gree

The

GC

2018

pro

vide

d on

goin

g be

nefit

s fo

r bus

ines

ses

on th

e G

old

Coa

st.

Stro

ngly

dis

agre

e

D

isag

ree

Neu

tral

Agr

ee

Stro

ngly

agr

ee

Wou

ld y

ou li

ke to

mak

e an

y ot

her c

omm

ents

abo

ut h

ow th

e G

C20

18 a

ffect

ed th

e G

old

Coa

st C

ity?

Whe

n an

swer

ng th

e fo

llow

ing

ques

tions

abo

ut th

e 20

18 C

omm

onw

ealth

Gam

es, p

leas

e th

ink

abou

t yo

ur a

nsw

ers

in re

latio

n to

the

Gol

d C

oast

Com

mon

wea

lth G

ames

and

Gol

d C

oast

City

.

32

Page

18

of 1

9

Page

19

of 1

9 I w

ould

like

to b

e up

date

d w

ith a

sum

mar

y of

the

rese

arch

at t

he c

ompl

etio

n of

the

proj

ect.

Y

es, p

leas

e pr

ovid

e yo

ur e

-mai

l bel

ow:

No

____

____

____

____

____

____

____

____

____

____

__

I wou

ld li

ke to

par

ticip

ate

in fu

ture

Gol

d C

oast

City

rese

arch

act

iviti

es th

at m

ay p

rovi

de u

sefu

l in

form

atio

n to

the

Gol

d C

oast

bus

ines

s co

mm

unity

.

Y

es, p

leas

e pr

ovid

e yo

ur e

-mai

l bel

ow:

No

____

____

____

____

____

____

____

____

____

____

__

I wou

ld li

ke to

go

into

the

draw

to w

in 1

of t

wo

$500

Col

es M

yer v

ouch

ers

Y

es, p

leas

e pr

ovid

e yo

ur c

onta

ct b

elow

:

N

o N

ame:

___

____

____

____

____

____

____

____

____

____

___

Phon

e nu

mbe

r: __

____

____

____

____

____

____

____

____

_ Po

stal

add

ress

: ___

____

____

____

____

____

____

____

____

Than

k yo

u ve

ry m

uch

for

fin

ishi

ng th

is s

urve

y!

Your

ans

wer

s w

ill he

lp in

form

bus

ines

ses

and

plan

ners

for f

utur

e ev

ents

in th

e ci

ty.

You

have

mad

e it

to th

e en

d!

Joan CarliniJoan Carlini is a lecturer in the Department of Marketing at Griffith Business School. Her scholarly work specialises in the intersection of business, government and society. She chairs the Gold Coast Health Consumer Advisory Group, whose members actively work with Gold Coast Hospital to provide a consumer voice in the design, delivery, and planning of health services. Joan has significant industry experience having worked extensively in marketing and hospitality.

Andrew O’NeilAndrew O’Neil is Professor of Political Science and Dean (Research) at Griffith Business School. He is the author of a range of scholarly publications and a regular contributor to international and national media outlets. Andrew is the recipient of a number of grants, including from the Australian Research Council, the Department of Foreign Affairs and Trade, and the Japan Foundation. Prior to entering academia in 2000, he was a Commonwealth Public Servant.

Griffith Business SchoolGriffith Business School is committed to high-quality business and public sector education and research, with a special focus on sustainable business development and responsible leadership. Griffith Business School is an accredited member of AACSB International—The Association to Advance Collegiate Schools of Business. It is also an active partner in the Globally Responsible Leadership Initiative, a signatory to the UN Principles for Responsible Management Education and the UN Global Compact. This engagement demonstrates the School’s strong commitment to sustainable enterprise development and corporate responsibility.

AcknowledgementsThe authors would like thank the study participants, and acknowledge the research assistance of Amelia Green during the first phase of the project, as well as the assistance and advice of Helen Perkins with the survey development and analysis. The authors are also grateful to Laura Phoenix at Griffith Business School for production copy of the final report. Finally, the authors thanks Janelle Manders and David Grant for their ongoing support for the project. Any errors or oversights in the report are the authors’ alone.

griffith.edu.au/gbs

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