近年來在政府組織再造及公部門鼓勵爲民服務工作之理念影響下，公立體育場已由過去消極的靜態管理，逐漸轉變成爲地方政府爲民服務之重要機構，除了辦理傳統之運動競賽與培訓選手之功能，更提供與社區居民生活相關之運動休閒、社會教育、文化藝術活動等功能。公立體育場本質上屬於運動休閒服務業，與企業以低成本或技術創造競爭優勢有所不同，應導入顧客服務系統，提升顧客關係管理能力及服務品質，提高設施使用率增加營收，減輕政府負擔同時獲得社會資源挹注及社會認同。本研究者擬由以下的議題探討公立體育場顧客服務系統之建構。1.公立體育場設施服務開放使用現況；2.顧客服務系統的內涵與重要性；3.公立體育場顧客服務系統之建構；4.公立體育場導入顧客服務系統之組織設計。本研究建議公立體育場如欲導入顧客服務系統，「人」及「組織」是關鍵成功因素，必須注重服務接觸點的管理，同時全員參與組成服務團隊以提升服務品質，達到為民服務之目標。

The management policy of public stadium has moved from passive administration toward the direction of service orientation under the influences of government's organization reconstruction and the encouragement of service orientation of public sector. Besides the functions of holding sport games and training sport players, the public stadium also provides community residences the functions of sport and leisure activities, society education and art and cultural activities. Because the public stadium belongs to the sport and leisure service industry, the advantage of the public stadium is quite different from the advantage of the private companies. The public stadium should apply the service system to enhance the ability of customer relationship management and service quality so as to increase the revenue and relieve the burden of the government. This study suggests that the critical factor for the public stadium to apply the service system is human resources and organization. The public stadium should enhance the management of service encounter and encourage the staff of the public stadium to participate the service team. The obtained results of this study can provide information to the public stadium and be a further reference to future study.