Spectator emotions: Effects on quality, satisfaction, value, and future intentions

Moreno, Ferrán Calabuig; Prado-Gascó, Vicente; Hervás, Josep Crespo; Núñez-Pomar, Juan; Sanz, Vicente Añó

doi:10.1016/j.jbusres.2015.01.031

Cited by 59 publications

(55 citation statements)

References 40 publications

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“…Considering quality as a second order factor, (Clemes et al, 2011) found a direct relationship between service quality and perceived value at sporting events. Similarly, (Calabuig et al, 2015) found that the overall quality is a strong antecedent of spectators' perceived value. In this regard, the hypotheses that arise are: H2a.…”

Section: Literature Review and Hypothesesmentioning

confidence: 91%

“…Furthermore, (Biscaia, Correia, Rosado, Marocco, & Ross, 2012) found that joy predicted the future intentions and satisfaction of soccer spectators. From another point of view, (Calabuig, Prado-Gasco, Crespo, Nunez, & Ano, 2015) analyze whether emotions exert a moderating effect on the quality-value-satisfaction-future intentions chain of sporting events spectator. They found that emotions only moderate the effect of service quality on perceived value for both arousal and pleasure conditions.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

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The role of perceived value and emotions in the satisfaction and future intentions of spectators

Moreno

Hervás

Pomar

et al. 2016

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The quality of service offered by sports entities has become a good predictor of user satisfaction and also future intentions. To know the future intentions of customers of any service is a key objective to develop service improvement and retention strategies. This need has also become apparent to professional sports clubs. In this study, the relationship between perceived quality (tangibles, staff, complementary services and outcome quality), perceived value, emotions, satisfaction and future intentions of spectators are analyzed for a sporting event. Consequently, the main objectives proposed in this study were to test a model of causal relationships whereby the perceived value is a function of perceived quality, satisfaction is a consequence of quality, perceived value and emotions, and future intentions are a function of satisfaction and perceived value, and to know the importance of perceived value in predicting future intentions of the spectator. The research was conducted on a basketball club of the Spanish premier league, where 563 spectators were surveyed with a selfadministered questionnaire. The original scale used for the analysis of perceived quality consisted of 9 items with an alternative seven-point response and was called Eventqual-R, that is the short version of Eventqual which is used in the regular leagues of professional basketball. Results indicate that perceived value is the best predictor of the satisfaction and future intentions of spectators, while quality and emotions have limited relevance as predictors of spectator satisfaction.

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Section: Literature Review and Hypothesesmentioning

confidence: 91%

Section: Literature Review and Hypothesesmentioning

confidence: 99%

The role of perceived value and emotions in the satisfaction and future intentions of spectators

Moreno

Hervás

Pomar

et al. 2016

View full text Add to dashboard Cite

show abstract

“…Many studies have adopted this perspective. Most have shown that service quality is a strong predictor of satisfaction, perceived value (Calabuig, Prado-Gascó, Crespo, Núñez-Pomar, & Añó, 2015), loyalty, and WOM (Calabuig et al, 2015;Theodorakis, Alexandris, Tsigilis, & Karvounis, 2013). In fact, loyalty and WOM are also predicted by satisfaction and perceived value (Clemes, Brush, & Collins, 2011).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

To post or not to post: social media sharing and sporting event performance

Prado-Gascó

Moreno

Sanz

et al. 2017

Psychology and Marketing

Self Cite

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Social networks are becoming increasingly important for consumers, especially in the context of sport, where the service experience is highly intense. Few studies have combined subjective event performance variables and social network variables to analyze social network content sharing by sports practitioners. This article investigates the use of social networks in relation to sporting events. An empirical study examined the role of social network variables and sporting event performance variables in social media use. The sample consisted of 410 triathletes (72.2% male) aged between 18 and 66 years (mean 37.03 ± 8.62). Four analyses were performed using fuzzy‐set qualitative comparative analysis to examine the causes of sharing comments through social media, sharing photos and videos on social media, participant satisfaction, and word‐of‐mouth (WOM). The event's general image was a necessary condition in all cases. The combination of participants’ satisfaction and positive event image and the combination of social network use and positive event image lead to social network content sharing by athletes. The combination of positive event image and participant satisfaction leads to a positive WOM.

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“…There is a growing interest in spectators' emotions due to the unique form of experiential consumption in sports [6,24,37]. Sporting events can evoke a wide range of pleasant (e.g., joy and excitement) and unpleasant emotions (e.g., anger and dejection), which suggest that sport teams have the potential to capitalize the emotional relationship shared with fans [38,39].…”

Section: Emotionsmentioning

confidence: 99%

Revisiting the Role of Football Spectators’ Behavioral Intentions and its Antecedents

Biscaia¹

2016

TOSSJ

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Abstract:Football is one of the most rooted sports worldwide attracting millions of spectators, but clubs face an increasing competition of other leisure activities. Understanding how to increase spectators' behavioral intentions towards their favorite football teams is paramount for sport managers, given that a behavioral intention represents a measure of how much a person is willing to engage in a specific behavior. Thus, the purposes of this study were (1) to explain the role of spectators' behavioral intentions, and (2) to highlight its antecedents within the football context. In doing so, this study starts by providing a review of consumption-related aspects that have been associated with football spectators' behavioral intentions, such as emotions experienced during the games, service quality, team brand associations and satisfaction. Subsequently, the main findings from previous studies conducted with football spectators are highlighted and managerial implications are suggested in order to aid football clubs at providing good overall consumption experiences to their spectators, and thus contributing to increase attendance levels. Finally, future research avenues are suggested in order to expand our understanding on how to strengthen the link between football spectators and their teams, with subsequent associated benefits.

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Spectator emotions: Effects on quality, satisfaction, value, and future intentions

Cited by 59 publications

References 40 publications

The role of perceived value and emotions in the satisfaction and future intentions of spectators

The role of perceived value and emotions in the satisfaction and future intentions of spectators

To post or not to post: social media sharing and sporting event performance

Revisiting the Role of Football Spectators’ Behavioral Intentions and its Antecedents

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