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Purpose – The purpose of this study is to enhance understanding of service quality at major spectator sports events by developing a conceptual framework and measurement scale specifically designed for assessment of spectators' perceptions of event quality. Design/methodology/approach –...
Purpose – This research adopts Hofstede's typology of culture as a framework to test for cultural differences regarding consumer verbal behaviors in the context of a service provider switching incident. Design/methodology/approach – The study includes respondents from five countries selected...
Purpose – Many studies have documented that satisfaction does not always result in loyalty, and that dissatisfaction does not necessarily result in defection. In response, this study goes beyond satisfaction and proposes the moderating effects of locational convenience, interpersonal...
Purpose – This research seeks to extend the work of Dabholkar et al. into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is placed on e‐service quality and whether elements of e‐service quality should be viewed by dimensions, as...
Purpose – The purpose of this study is to examine the theoretical relationship between event quality perceptions of an international sport event and the host city's destination image. Design/methodology/approach – Reliability and validity of the measurement scale were established through a...
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