Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports

Theodorakis, Nicholas D.; Κουστέλιος, Αθανάσιος; Robinson, Leigh; Barlas, Achilleas

doi:10.1108/09604520910971557

Cited by 83 publications

(65 citation statements)

References 46 publications

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“…Research evidence from the sports marketing domain also indicates that service quality plays a significant role in the prediction of sport fans' future behaviours (Theodorakis, et al, 2009;Wakefield & Blodgett, 1996). Although service quality has been a popular topic among sports marketing researchers, it has not been well documented whether service quality dimensions are components of the service quality construct or antecedents of a separate distinct Overall Service Quality evaluation (Ko & Pastore, 2005;Koo et al, 2008).…”

Section: Discussionmentioning

confidence: 99%

A service quality framework in the context of professional football in Greece

Theodorakis

Alexandris

2011

International Journal of Sports Marketing and Sponsorship

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As business environments of professional sport leagues become more highly complicated and unpredictable, the adaptation of effective marketing strategies and management principles is more important than ever for sports organisations. In particular, delivering a high quality service to the fans is critical as it influences revenues and the long-term viability of the organisation.Previous studies support that the provision of high quality services is critical in attracting spectators to the stadium, building spectator loyalty and increasing the revenue of sport clubs (Dale et al, 2005). Consequently, service quality researchers have paid close attention to this area of study and proposed a variety of models in the context of spectator sports (McDonald et al,

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Section: Discussionmentioning

confidence: 99%

A service quality framework in the context of professional football in Greece

Theodorakis

Alexandris

2011

International Journal of Sports Marketing and Sponsorship

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“…According to Uhrich and Benkenstein (2010), excitement induced by the atmosphere in a stadium has positive effects on satisfaction and repatronage intentions. The need to include these affective dimensions in research about sport event experiences is advocated in a study by Theodorakis, Koustelios, Robinson and Barlas (2009), in which the authors acknowledge that their work:…”

Section: Event Placesmentioning

confidence: 99%

Olympic Experiences: the Significance of Place

Smith¹,

Brown²,

Assaker³

2017

Event Management

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Many studies analyze how events affect places, but few examine how places affect events. Existing research suggests that the physical qualities of a venue affect event experiences, but these studies often ignore subtler dimensions of place such as symbolism, affect, and identity. By narrowly focusing on venues, existing research also tends to neglect the fact that event places are perceived at a wider scale also (e.g., the host destination). Whether these wider place factors affect event experiences is the main question addressed by this study. The research involved a quantitative study of spectators who attended the London 2012 Olympic Games. The authors developed and tested a complex model that hypothesized the effects of place on satisfaction using partial least squares structural equation modelling (PLS-SEM). After permissions were gained from the International Olympic Committee and the London Organizing Committee for the Olympic Games, data were collected from over 600 people attending Olympic events. Research was undertaken at three different types of venue: The Aquatics Centre (a purpose-built venue), Greenwich Park (a temporary venue), and Wimbledon (an established venue). The findings showed that both venue attachment and place defined at the wider scale (at the destination level) had significant positive effects on event satisfaction. In addition, we found evidence that the different types of venues—purpose built, temporary, and established—moderated the relationship between venue attachment and event satisfaction. The results support venue attachment as a second-order factor and demonstrate the role of place symbolism within a four-dimensional conceptualization of place attachment. Ultimately, the research suggests that where an event is staged does affect event satisfaction, and this has important implications for the ways the Olympic Games and other large-scale events are staged.

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“…More recently, Theodorakis et al (2009) averaged the scores of the five SPORTSERV dimensions to examine the relationship between overall service quality and repurchase intentions. Finally, Kelley and Turley (2001) developed a nine-factor structure for measuring service quality at spectator sports: (1) employees;…”

mentioning

confidence: 99%

Assessment of event quality in major spectator sports

Zhang

Cattani

et al. 2011

Managing Service Quality: An International Journal

132

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -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 -Utilising a comprehensive literature review and detailed qualitative preliminary procedures, a comprehensive model of event quality for spectator sports (MEQSS) and a measurement scale of event quality in spectator sports (SEQSS) are developed. The models are then tested using confirmatory factor analysis and structural equation modelling using data from a quantitative survey of a convenience sample of spectators at a major league baseball game in the United States.Findings -The proposed model is shown to fit the data well. Reliability and validity of the SEQSS are established through a pilot test and the substantive survey.Research limitations/implications -The findings of the study are limited by the sample being restricted to a single sports event in the United States. Further studies in other settings using larger samples are desirable. Practical implications -The study provides a valid and reliable conceptual framework and measurement tool that can be used to ascertain the quality perceptions of consumers of major spectator sports events. Managers can use this framework and measurement scale as a diagnostic tool to identify strengths and weaknesses in their services, this providing guidance for potential areas of improvement. Originality/value -This study extends the literature on service quality by providing a unique conceptual framework and measurement scale for major spectator sports events.

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Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports

Cited by 83 publications

References 46 publications

A service quality framework in the context of professional football in Greece

A service quality framework in the context of professional football in Greece

Olympic Experiences: the Significance of Place

Assessment of event quality in major spectator sports

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