426
Views
109
CrossRef citations to date
0
Altmetric
Original Article

Analysing the professional sport experience: A hierarchical approach

, &
Pages 370-388 | Received 15 Jul 2010, Accepted 28 Dec 2010, Published online: 26 Jan 2011

References

  • D.A.AakerV.KumarG.S.DayMarketing research9th ed.2007John Wiley & SonsNew York, NY
  • C.AgustinJ.SinghCurvilinear effects of customer loyalty determinants in relational exchangesJournal of Marketing Research216200511411158
  • I.AjzenM.FishbeinUnderstanding attitudes and predicting social behavior1980Prentice-HallEnglewood Cliffs, NJ
  • K.AlexandrisN.DimitriadisD.MarkataCan perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in GreeceManaging Service Quality1242002224231
  • K.AlexandrisE.TsaousiJ.JamesPredicting sponsorship outcomes from attitudinal constructs: The case of a professional basketball eventSport Marketing Quarterly162007130139
  • S.J.ArmstrongT.S.OvertonEstimating response bias in mail surveysJournal of Marketing Research1431977396402
  • M.J.BitnerServicescapes: The impact of physical surroundings on customers and employeesJournal of Marketing56April19925771
  • M.J.BitnerA.R.HubbertEncounter satisfaction versus overall satisfaction versus qualityR.T.RustR.L.OliverService quality: New directions in theory and practice1994Sage PublicationsThousand Oaks7294
  • J.BloemerG.Oderkerken-ShröderThe psychological antecedents of enduring customer relationships: An empirical study in a bank settingJournal of Relationship Marketing6120072143
  • K.BollenStructural equations with latent variables1989John Wiley & SonsNew York, NY
  • R.N.BoltonJ.H.DrewA multistage model of customers’ assessments of service quality and valueJournal of Consumer Research171991375384
  • W.BouldingA.KalraR.StaelinV.A.ZeithamlA dynamic process model of service quality: From expectations to behavioral intentionsJournal of Marketing Research3011993727
  • H.BozdoganModel selection and Akaike's information criterion (AIC): The general theory and its analytical extensionsPsychometrika521987345370
  • M.K.BradyJ.J.CroninSome new thoughts on conceptualizing perceived service quality: A hierarchical approachJournal of Marketing65320013449
  • M.K.BradyJ.J.CroninR.R.BrandPerformance-only measurement of service quality: A replication and extensionJournal of Business Research55120021731
  • M.K.BradyC.M.VoorheesJ.J.CroninB.L.BourdeauThe good guys don’t always win: The effect of valence on service perceptions and consequencesJournal of Services Marketing20220068389
  • T.J.BrownG.A.ChurchillJ.P.PeterImproving the measurement of service qualityJournal of Retailing6911993127139
  • J.BurtonC.EasingwoodJ.MurphyUsing qualitative research to refine service quality modelsQualitative Market Research442001217223
  • B.J.CalderFocus groups and the nature of qualitative marketing researchJournal of Marketing Research141977353364
  • J.M.CarmanConsumer perceptions of service quality: An assessment of the SERVQUAL dimensionsJournal of Retailing66119903355
  • A.CaruanaService loyalty: The effects of service quality and the mediating role of customer satisfactionEuropean Journal of Marketing367/82002811828
  • A.CaruanaA.MoneyP.R.BerthonService quality and satisfaction – The moderating role of valueEuropean Journal of Marketing3411/12200013381353
  • P.ChelladuraiK.ChangTargets and standards of quality in sport servicesSport Management Review32000122
  • M.D.ClemesC.E.C.GanT.H.KaoUniversity student satisfaction: An empirical analysisJournal of Marketing for Higher Education1722007292325
  • M.D.ClemesJ.WuB.HuC.E.C.GanAn empirical study of behavioral intentions in the Taiwan hotel industryInnovative Marketing5320093050
  • J.E.CollierC.C.BienstockMeasuring service quality in e-retailingJournal of Service Research832006260275
  • Colmar BruntonAustralian rugby union (ARU) brand health tracking – March–June 20092009Colmar-BruntonAustralia
  • J.L.CromptonK.J.MacKayD.R.FesenmaierIdentifying dimensions of service quality in public recreationJournal of Park and Recreation Administration919911527
  • J.J.CroninM.K.BradyG.T.M.HultAssessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environmentsJournal of Retailing7622000193218
  • J.J.CroninS.A.TaylorMeasuring service quality: A re-examination and extensionJournal of Marketing56319925568
  • J.J.CroninS.A.TaylorSERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service qualityJournal of Marketing5811994125131
  • P.CyrenneA quality-of-play model of a professional sports leagueEconomic Enquiry3932001444452
  • P.A.DabholkarC.D.ShepherdD.I.ThorpeA comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal studyJournal of Retailing7622000139173
  • P.A.DabholkarD.I.ThorpeJ.O.RentzA measure of service quality for retail stores: Scale development and validationJournal of the Academy of Marketing Science2411996316
  • T.S.DaggerJ.C.SweeneyL.W.JohnsonA hierarchical model of health service quality: Scale development and investigation of an integrated modelJournal of Service Research1022007123142
  • J.DeightonManaging services when the service is a performanceR.T.RustR.L.OliverService quality: New directions in theory and practice1994Sage PublicationsThousand Oaks, CA123138
  • M.FassnachtI.KoeseQuality of electronic services: Conceptualizing and testing a hierarchical modelJournal of Service Research9120061937
  • C.FornellM.D.JohnsonE.W.AndersonJ.ChaB.E.BryantThe American customer satisfaction index: Nature, purpose, and findingsJournal of Marketing6041996718
  • C.FornellD.F.LarckerEvaluating structural equation models with unobservable variables and measurement errorJournal of Marketing Research18119813950
  • C.GronroosAn applied service marketing theoryEuropean Journal of Marketing16719823041
  • C.GronroosA service quality model and its marketing implicationsEuropean Journal of Marketing18419843644
  • S.J.GroveR.P.FiskThe impact of other customers on service experiences: A critical incident examination of “getting along”Journal of Retailing73119976385
  • R.HightowerM.K.BradyT.L.BakerInvestigating the role of the physical environment in hedonic consumption: An exploratory study of sporting eventsJournal of Business Research5592002697708
  • B.R.HumphreysJ.E.RuseskiEstimates of the dimensions of the sports market in the U.S.International Journal of Sport Finance42200994113
  • K.A.HuntT.BristolR.E.BashawA conceptual approach to classifying sports fansJournal of Services Marketing1361999439452
  • D.IacobucciK.GraysonA.OstromCustomer satisfaction fablesSloan Management Review35419949396
  • D.IacobucciA.OstromK.GraysonDistinguishing service quality and customer satisfaction: The voice of the consumerJournal of Consumer Psychology431995277303
  • G.-D.KangThe hierarchical structure of service quality: Integration of technical and functional qualityManaging Service Quality16120063750
  • S.W.KelleyL.W.TurleyConsumer perceptions of service quality attributes at sporting eventsJournal of Business Research5422001161166
  • D.KimS.Y.KimQUESC: An instrument for assessing the service quality of sport centers in KoreaJournal of Sport Management921995208220
  • H.KimD.LaVetterJ.LeeThe influence of service quality factors on customer satisfaction and repurchase intention in the Korean professional basketball leagueInternational Journal of Applied Sports Sciences18120063958
  • Y.J.KoD.L.PastoreA hierarchical model of service quality for the recreational sport industrySport Marketing Quarterly1420058497
  • D.A.LaverieD.B.ArnettFactors affecting fan attendance: The influence of identity salience and satisfactionJournal of Leisure Research3222000225246
  • Lee, J., Kim, H., Ko, Y. J., & Sagas, M. The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, in press.
  • U.LehtinenJ.R.LehtinenTwo approaches to service quality dimensionsThe Service Industries Journal1131991287303
  • J.W.LicataJ.C.MowenE.G.HarrisT.J.BrownOn the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical approachJournal of the Academy of Marketing Science3132003256271
  • R.MadrigalCognitive and affective determinants of fan satisfaction with sporting event attendanceJournal of Leisure Research2731995205227
  • R.MadrigalInvestigating an evolving leisure experience: Antecedents and consequences of spectator affect during a live sporting eventJournal of Leisure Research35120032348
  • R.MadrigalMeasuring the multidimensional nature of sporting event performance consumptionJournal of Leisure Research3832006267292
  • R.MadrigalJ.ChenModerating and mediating effects of team identification in regard to causal attributions and summary judgments following a game outcomeJournal of Sport Management222008717733
  • A.S.MattilaThe impact of relationship type on customer loyalty in a context of service failuresJournal of Service Research42200191101
  • M.A.McDonaldW.A.SuttonG.R.MilneTEAMQUAL: Measuring service quality in professional team sportsSport Marketing Quarterly421995915
  • S.McQuittyStatistical power and structural equation models in business researchJournal of Business Research572004175183
  • J.C.MowenExploring the trait of competitiveness and its consumer behavior consequencesJournal of Consumer Psychology141&220045263
  • B.J.MullinS.HardyW.A.SuttonSport marketing3rd ed.2007Human KineticsChampaign, IL
  • J.C.NunnallyPsychometric theory1978McGraw-HillNew York
  • T.OttossonMotivation for orienteering: An exploratory analysis using confirmatory factor analytic techniquesScandinavian Journal of Psychology381997111120
  • P.D.OwenC.R.WeatherstonUncertainty of outcome and Super 12 Rugby Union attendance: Application of a general-to-specific modelling strategyPaper presented at the New Zealand association of economists annual conference Wellington (26–28 June)(2002)
  • A.ParasuramanV.A.ZeithamlL.L.BerryA conceptual model of service quality and its implications for future researchJournal of Marketing49419854150
  • A.ParasuramanV.A.ZeithamlL.L.BerrySERVQUAL: A multiple-item scale for measuring consumer perceptions of service qualityJournal of Retailing64119881237
  • R.T.RustR.L.OliverService quality: Insights and managerial implications from the frontierR.T.RustR.L.OliverService quality: New directions in theory and practice1994Sage PublicationsThousand Oaks, CA119
  • R.T.RustA.J.ZahorikT.L.KeininghamService marketing1996HarperCollinsNew York
  • R.E.SchumackerR.G.LomaxA beginner's guide to structural equation modeling1996Lawrence Erlbaum AssociatesMahwah, NJ
  • K.SeidersG.B.VossA.L.GodfreyD.GrewalSERVCON: Development and validation of a multidimensional service convenience scaleJournal of the Academy of Marketing Science3512007144156
  • A.ShohamL.R.KahleSpectators, viewers, readers: Communication and consumption communities in sport marketingSport Marketing Quarterly5119961119
  • J.A.SiguawG.BrownR.E.WidingThe influence of the market orientation of the firm on sales force behavior and attitudesJournal of Marketing Research3111994106116
  • A.M.SmithMeasuring service quality: Is SERVQUAL now redundant?Journal of Marketing Management111995257276
  • R.A.SprengA.K.SinghAn empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfactionD.W.CravensP.R.DicksonEnhancing knowledge development in marketing1993American Marketing AssociationChicago, IL16
  • B.SternthalA.M.TyboutB.J.CalderConfirmatory versus comparative approaches to judging theory testsJournal of Consumer Research1411987114125
  • C.F.SurprenantM.R.SolomonPredictability and personalization in the service encounterJournal of Marketing51219878696
  • S.A.TaylorA.SharlandJ.J.CroninW.BullardRecreational service quality in the international settingInternational Journal of Service Industry Management4419936886
  • R.K.TeasExpectations, performance evaluation, and consumers’ perceptions of qualityJournal of Marketing57419931834
  • N.TheodorakisC.KambitsisThe effect of service quality on sport consumers’ behavioural intentionsProceedings of the 6th congress of the European association for sport management Madeira, Portugal (30 September–4 October)(1998)
  • N.TheodorakisC.KambitsisA.LaiosA.KousteliosRelationship between measures of service quality and satisfaction of spectators in professional sportsManaging Service Quality1162001431442
  • G.T.TrailJ.S.FinkD.F.AndersonSport spectator consumption behaviorSport Marketing Quarterly1212003817
  • Y.TsujiG.BennettJ.ZhangCustomer satisfaction with an action sports eventSport Marketing Quarterly1642007199208
  • R.UnderwoodE.BondR.BaerBuilding service brands via social identity: Lessons from the sports marketplaceJournal of Marketing Theory and Practice912001113
  • R.J.VandenbergC.E.LanceA review and synthesis of the measurement invariance literature: Suggestions, practices and recommendations for organizational researchOrganizational Research Methods312000470
  • L.Van LeeuwenS.QuickK.DanielThe sport spectator satisfaction model: A conceptual framework for understanding the satisfaction of spectatorsSport Management Review5200299128
  • Voss, G. B., Godfrey, A., & Seiders, K. (2010). Do satisfied customers always buy more? The roles of satiation and habituation in customer repurchase. Marketing Science Institute Working Paper Series 2010, Report no. 10-101.
  • K.L.WakefieldThe pervasive effects of social influence on sporting event attendanceJournal of Sport and Social Issues191995335351
  • K.L.WakefieldJ.G.BlodgettThe effect of the servicescape on customers’ behavioral intentions in leisure service settingsJournal of Services Marketing10619964562
  • K.L.WakefieldJ.G.BlodgettCustomer response to intangible and tangible service factorsPsychology and Marketing16119995168
  • D.L.WannT.J.DolanInfluence of spectators’ identification on evaluation of the past, present and future performance of a sports teamPerceptual and Motor Skills781994547552
  • C.WebsterCan consumers be segmented on the basis of their service quality expectations?Journal of Services Marketing3219893553
  • V.A.ZeithamlL.L.BerryA.ParasuramanThe behavioral consequences of service qualityJournal of Marketing60219963146
  • V.A.ZeithamlA.ParasuramanL.L.BerryDelivering quality service1990Free PressNew York

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.