Alternate Measurement Approaches to Recreational Customer Satisfaction: Satisfaction-Only Versus Gap Scores

Burns, Robert Ignatius; Graefe, Alan R.; Absher, James D.

doi:10.1080/714044496

Cited by 78 publications

(76 citation statements)

References 27 publications

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“…The judgment of customer satisfaction or dissatisfaction depends on how customers perceive the result obtained when compared with what they expected to receive (Millán & Esteban, 2004). Burns, Graefe, and Absher (2003) describe disconfirmation as the event when perceived performance is lower than expectations. Confirmation, in turn, is when the perceived performance is greater than expectations.…”

Section: Journal Of Strategic Marketingmentioning

confidence: 99%

The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

Fernandes

Neves

2014

Journal of Strategic Marketing

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Section: Journal Of Strategic Marketingmentioning

confidence: 99%

The role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case

Fernandes

Neves

2014

Journal of Strategic Marketing

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“…There is a concern with CERM model measurement of the quality of services with reference to the customer's expectation -the ambiguity occurs when customers indicate their expectations, i.e. customers may not discern a difference between a 'desired level' and an 'existing level' of services (O'Neill and Palmer, 2004;Burns, Graefe & Absher, 2003).…”

Section: Service Attributes Of Sport Facilitiesmentioning

confidence: 99%

The use of public sports facilities by the disabled in England

Kung

Taylor

2014

Sport Management Review

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Disabled sports participants are a small proportion of sports participants at English public sports centres; but they are important to the social inclusion agenda. This paper aims to provide a detailed insight into the preferences and behaviour of disabled sports participants. It investigated whether there were statistical differences: first, between the disabled sports participants and the non-disabled sports participants in terms of (1) social demographics, (2) patterns of participation, (3) travel, (4) sports activities and (5) customer satisfaction; and second, between age, ethnic, socio-economic and gender groups of their subsamples, on (2), (4) and (5) again. Disability is defined as having any long term illness or health problem which limits a person's daily activities or the work that a person can do. The data collected through the National Benchmarking Service, for 458 sports centres from 2005 to 2011, revealed that about 9% of over 150,000 sports participants were disabled. Swimming, using fitness equipment and keep fit related exercises were the top three most frequently stated main sports activities by the disabled. It was also more likely for the disabled to participate in organised activities, own a leisure card and participate regularly when compared with the non-disabled participants. In addition, the disabled were also more likely than the non-disabled to travel to the centre by public transport, from home and travel a longer journey time. The industry weaknesses as identified by the disabled relate to physical evidence of the sports centres, particularly cleanliness attributes. Measures that can be taken to increase sports participation by the disabled include competent support at sports centres, promotions through discount schemes or leisure cards, and free transportation to sport centres in catchment areas with high proportions of disabled in their population.

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“…When data are available from several parks they are generally aggregated (e.g., Burns et al, 2003;Eng & Niininen, 2005), apparently because differences between parks were not considered of interest or it was assumed no differences exist. The set of benchmarking tools provided and applied in this paper make such comparisons possible.…”

Section: Methodological Advancesmentioning

confidence: 99%

“…IPA has been applied to individual parks (e.g., Tonge & Moore, 2007;Tonge et al, 2011) and less so to data obtained from a number of parks (e.g., Burns, Graefe, & Absher, 2003;Wade & Eagles, 2003). Studies based on data aggregated across a number of parks do not allow evaluation of the relative performances of parks.…”

Section: Importance-performance Analysismentioning

confidence: 99%