Impact of Core and Peripheral Service Satisfaction on Team Identification and Revisit Intention: A Comparison of Minor and Major League Ice Hockey

Abstract

By incorporating two different types of service satisfaction (core and peripheral service), this study developed and tested a conceptual model delineating the impact of consumers’ satisfaction on fans’ team identification and revisit intent and examined the differential patterns among the variables across different sport league levels. Data were collected from a total of 918 spectators of both major and minor league ice hockey events. This study showed that the impact of core and peripheral service-related satisfaction varies across the sport contexts. The results provided empirical evidence of the direct effect of core service-related satisfaction on team identification leading to revisit intent in both major and minor league sport contexts, while peripheral service-related satisfaction had a direct effect on team identification in only the major league sport context. Direct effect of peripheral service-related satisfaction on revisit intent was evident in the minor league sport context but not in the major league sport context.

核心和周边服务满意度对团队识别和重游意愿的影响:小联盟和大联盟冰球的比较

通过结合两种不同类型的服务满意度(核心服务和外围服务), 本研究开发并测试了一个概念模型, 该模型描述了消费者满意度对球迷团队识别和重游意愿的影响, 并检验了不同体育联赛级别(小联赛和大联赛)变量之间的差异模式。通过对15个项目的纸上调查, 共收集了918名大、小联盟冰球比赛的观众的数据。采用矩量结构分析(AMOS) 24, 采用结构方程建模(SEM)检验研究假设。这项研究表明, 核心和周边服务相关满意度的影响在不同的体育背景下有所不同。研究结果为核心服务相关满意度对团队认同的直接影响提供了实证证据, 表明在大联盟和小联盟体育情境中, 核心服务相关满意度直接影响团队认同, 而外围服务相关满意度仅对大联盟体育情境中的团队认同有直接影响。周边服务相关满意度对重游意愿的直接影响在小联盟体育环境中明显, 而在大联盟体育环境中则不明显。

Keywords:

• Service quality
• satisfaction
• team identification
• core service
• peripheral service

关键词:

• 服务质量;满意度;团队识别;核心服务;周边服务

Disclosure Statement

No potential conflict of interest was reported by the authors.

Notes on Contributors

Yongjae Kim (Ph.D., The University of Minnesota at Twin Cities, Minneapolis, MN, USA) is a Professor in the Department of Sport Management & Leadership Studies at Kutztown University of Pennsylvania, USA. His research interests include sport media and communication, consumer behavior, and sport finance.

Elizabeth Rogol, MBA, is an Associate Professor in the Department of Sport Management & Leadership Studies at Kutztown University of Pennsylvania, USA.

Joon Sung Lee (Ph.D., University of Michigan, U.S.) is an assistant professor in the Department of Tourism, Recreation and Sport Management at the University of Florida. His primary research encompasses topics surrounding corruption in sport as a critical sociocultural issue. His current research topics include sport consumers’ psychological processes and consumers’ responses toward athlete transgressions and associated brands, trust restoration strategies after transgression, and prevention strategies before transgression. His work has been published in Journal of Business Ethics, Journal of Sport Management, Sport Management Review, Sport Marketing Quarterly, and more.