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Exploring service quality and its customer consequences in the sports spectating sector

Exploring service quality and its customer consequences in the sports spectating sector The purpose of this paper is to investigate issues relevant to service quality and propose a conceptual model addressing the convictions held by consumers in relation to the service quality of sport services as regards spectators and their influence on sport consumption.Design/methodology/approachA quantitative method was used for the purpose of this study and 1,643 questionnaires were gathered and analyzed. The current research intended to employ an integrated service quality model within the scope of sport spectating. The model included five fundamental factors and they were examined in association with the behavioral intentions that spectators have. By combining all these factors and aspects, it was attempted to shape consumers’ general perception regarding quality in service. The model of the research considers quality in service to be a hierarchical construct comprising many dimensions and it is observed that service quality can be classified into five factors, all of which can be defined by a variety of corresponding sub-factors.FindingsThe outcomes showed that four of the suggested factors regarding quality (i.e. game quality, augmented service quality, interaction quality and outcome quality) had an important as well as favorable influence on sport consumption.Research limitations/implicationsThe empirical evidence for this research is derived from one specific professional sport event (European Basketball League) and spectators who took part were from Greece. Future research could use a wider sample of sport events and the participation of spectators from various countries is necessary before such findings are generalized.Originality/valueThe present research provides a contemporary analysis of factors influencing sport spectators anticipated quality and their influence on sport consumption. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Enterpreneurship and Public Policy Emerald Publishing

Exploring service quality and its customer consequences in the sports spectating sector

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2045-2101
DOI
10.1108/jepp-03-2019-107
Publisher site
See Article on Publisher Site

Abstract

The purpose of this paper is to investigate issues relevant to service quality and propose a conceptual model addressing the convictions held by consumers in relation to the service quality of sport services as regards spectators and their influence on sport consumption.Design/methodology/approachA quantitative method was used for the purpose of this study and 1,643 questionnaires were gathered and analyzed. The current research intended to employ an integrated service quality model within the scope of sport spectating. The model included five fundamental factors and they were examined in association with the behavioral intentions that spectators have. By combining all these factors and aspects, it was attempted to shape consumers’ general perception regarding quality in service. The model of the research considers quality in service to be a hierarchical construct comprising many dimensions and it is observed that service quality can be classified into five factors, all of which can be defined by a variety of corresponding sub-factors.FindingsThe outcomes showed that four of the suggested factors regarding quality (i.e. game quality, augmented service quality, interaction quality and outcome quality) had an important as well as favorable influence on sport consumption.Research limitations/implicationsThe empirical evidence for this research is derived from one specific professional sport event (European Basketball League) and spectators who took part were from Greece. Future research could use a wider sample of sport events and the participation of spectators from various countries is necessary before such findings are generalized.Originality/valueThe present research provides a contemporary analysis of factors influencing sport spectators anticipated quality and their influence on sport consumption.

Journal

Journal of Enterpreneurship and Public PolicyEmerald Publishing

Published: Sep 11, 2019

Keywords: Sports spectating; Quality in service; Consumption intentions

References