Can service quality predict spectators' behavioral intentions in professional soccer?

References

• Alexandris , K. , Dimitriadis , N. and Kasiara , A. 2001 . The behavioral consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece . Journal of Sport Management , 4 : 280 – 299 .
   Google Scholar
• Alexandris , K. , Zahariadis , P , Tsorbatzoudis , C. and Grouios , G. 2004a . An empirical investigation into the role of the outcome dimension in measuring perceived service quality in a health club context . International Journal of Sport Management , 5 : 281 – 294 .
   Google Scholar
• Alexandris , K. , Zahariadis , P , Tsorbatzoudis , C. and Grouios , G. 2004b . An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context . European Sport Management Quarterly , 4 : 36 – 52 .
   Google Scholar
• Anderson , J. C. and Gerbing , D. W. 1988 . Structural equation modeling in practice: A review and recommended two-step approach . Psychological Bulletin , 103 : 411 – 423 .
   Web of Science ®Google Scholar
• Andreff , W. 2007 . French football: A financial crisis rooted in weak governance . Journal of Sports Economics , 8 : 652 – 661 .
   Web of Science ®Google Scholar
• Andreff , W. and Staudohar , P. D. 2000 . The evolving European model of professional sports finance . Journal of Sports Economics , 1 : 257 – 276 .
   Google Scholar
• Ascari , G. and Gagnepain , P. 2006 . Spanish football . Journal of Sports Economics , 7 : 76 – 89 .
   Google Scholar
• Athanassopoulos , A. , Gounaris , S. and Stathakopoulos , V. 2001 . Behavioural responses to customer satisfaction: An empirical study . European Journal of Marketing , 35 : 687 – 707 .
   Google Scholar
• Babakus , E. and Boller , G. W. 1992 . An empirical assessment of the SERVQUAL scale . Journal of Business Research , 24 : 253 – 268 .
   Web of Science ®Google Scholar
• Backman , S. and Veldkamp , C. 1995 . Examining the relationhsip between service quality and user loyalty . Journal of Park and Recreationn Administration , 13 : 29 – 41 .
   Google Scholar
• Bagozzi , R. P. and Yi , Y. 1988 . On the evaluation of structural equation models . Journal of the Academy of Marketing Science , 16 : 74 – 94 .
   Google Scholar
• Baker , D. and Crompton , J. L. 2000 . Quality, satisfaction, and behavioral intentions . Annals of Tourism Research , 27 : 785 – 804 .
   Web of Science ®Google Scholar
• Baroncelli , A. and Lago , U. 2006 . Italian football . Journal of Sports Economics , 7 : 13 – 28 .
   Google Scholar
• Bentler , P. M. 1995 . EQS Structural Equations Program Manual , Encino, CA : Multivariate Software, Inc .
   Google Scholar
• Bloemer , J. , de Ruyter , K. and Wetzels , M. 1999 . Linking perceived service quality and service loyalty: A multi-dimensional perspective . European Journal of Marketing , 33 : 1082 – 1106 .
   Google Scholar
• Boyle , B. A. and Magnusson , P. 2007 . Social identity and brand equity formation: a comparative study of collegiate sports fans . Journal of Sport Management , 21 : 497 – 520 .
   Web of Science ®Google Scholar
• Brady , K. M. and Cronin , J. Jr. 2001 . Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 : 34 – 49 .
   Web of Science ®Google Scholar
• Brady , M. K. , Voorhees , J. J. , Cronin , J. Jr. and Bourdeau , B. L. 2006 . The good guys don't always win: The effect of valence on service perceptions and consequences . Journal of Services Marketing , 20 : 83 – 91 .
   Google Scholar
• Brown , T. J. , Churchill , G. A. Jr. and Peter , J. P. 1993 . Improving the measurement of service quality . Journal of Retailing , 69 : 127 – 138 .
   Web of Science ®Google Scholar
• Burton , S. , Sheather , S. and Roberts , J. 2003 . Reality or perception? The effect of actual and perceived performance on satisfaction and behavioral intention . Journal of Service Research , 5 : 292 – 302 .
   Google Scholar
• Byrne , B. M. 2000 . Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming , Mahwah, NJ : Lawrence Erlbaum Associates .
   Google Scholar
• Byrne , B. M. 2006 . Structural Equation Modeling with EQS: Basic Concepts, Applications, and Programming , Mahwah, NJ : Lawrence Erlbaum Associates .
   Google Scholar
• Chang , K. and Chelladurai , P. 2003 . System-based quality dimensions in fitness services: Development of the scale of quality . The Service Industry Journal , 23 : 65 – 83 .
   Web of Science ®Google Scholar
• Crompton , J. L. , MacKay , K. J. and Fesenmaier , D. R. 1991 . Identifying dimensions of service quality in public recreation . Journal of Park and Recreation Administration , 9 : 15 – 28 .
   Google Scholar
• Cronin , J. J. and Taylor , S. A. 1992 . Measuring service quality: A reexamination and extension . Journal of Marketing , 56 : 55 – 68 .
   Web of Science ®Google Scholar
• Cronin , J. J. , Brady , M. K. and Hult , G. T. M. 2000 . Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments . Journal of Retailing , 76 : 193 – 218 .
   Web of Science ®Google Scholar
• Dabholkar , P. A. , Thorpe , D. I. and Rentz , J. O. 1996 . A measure of service quality for retail stores . Journal of the Academy of Marketing Science , 24 : 3 – 16 .
   Google Scholar
• Dabholkar , P. A. , Shepherd , C. D. and Thorpe , D. I. 2000 . A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues though a longitudinal study . Journal of Retailing , 76 : 139 – 173 .
   Web of Science ®Google Scholar
• Dagger , T. S. and Sweeney , J. C. 2006 . The effect of service evaluations on behavioral intentions and quality of life . Journal of Service Research , 9 : 3 – 18 .
   Web of Science ®Google Scholar
• Dagger , T. S. , Sweeney , J. C. and Johnson , L. W. 2007 . A hierarchical model of health service quality: Scale development and investigation of an integrated model . Journal of Service Research , 10 : 123 – 142 .
   Web of Science ®Google Scholar
• Daily Fax . 2007 . Greeks consider advertising and word of mouth to be credible . Daily Fax Advertising and Marketing Briefing, 2788 , Thursday, 4 October 2007
   Google Scholar
• Dale , B. , van Iwaarden , J. , der Wiele , T. and Williams , R. 2005 . Service improvements in a sports environment: A study of spectator attendance . Managing Service Quality , 15 : 470 – 459 .
   Google Scholar
• de Ruyter , K. , Wetzels , M. and Bloemer , J. 1998 . On the relationship between perceived service quality, loyalty and switching costs . International Journal of Service Industry Management , 9 : 436 – 453 .
   Google Scholar
• Deloitte and Touche . 2002 . Deloitte & Touche Annual Review of Football Finance Incorporating England's Premier Clubs , Manchester : Deloitte & Touche Sport .
   Google Scholar
• Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 : 39 – 50 .
   Web of Science ®Google Scholar
• Frick , B. and Prinz , J. 2006 . Crisis? What crisis? . Journal of Sports Economics , 7 : 60 – 75 .
   Google Scholar
• Funk , D. C. , Mahony , D. F. and Ridinger , L. L. 2002 . Characterising consumer motivation as individual difference factors: Augmenting the sport interest inventory (SII) to explain level of sport . Sport Marketing Quarterly , 11 : 33 – 43 .
   Google Scholar
• Funk , D. C. , Ridinger , L. L. and Moorman , A. M. 2004 . Exploring origins of involvement: Understanding the relationship between consumer motives and involvement with professional sport teams . Leisure Sciences , 26 : 35 – 61 .
   Web of Science ®Google Scholar
• Hightower , R. , Brady , M. and Baker , T. L. 2002 . Investigating the role of physical environment in hedonic service consumption: An exploratory study of sporting events . Journal of Business Research , 55 : 697 – 707 .
   Web of Science ®Google Scholar
• Hill , B. and Green , B. C. 2000 . Repeat attendance as a function of involvement, loyalty, and the sportscape across three football contexts . Sport Management Review , 3 : 145 – 162 .
   Google Scholar
• Howat , G. , Murray , D. and Crilley , G. 1999 . The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure customers . Journal of Park and Recreation Administration , 17 : 42 – 64 .
   Google Scholar
• Howat , G. and Murray , D. 2002 . The role of critical incidents to complement service quality information for a sports and leisure centre . European Journal of Sport Management , 2 : 23 – 46 .
   Google Scholar
• Hu , L. and Bentler , P. M. 1995 . “ Evaluating model fit ” . In Structural Equation Modeling: Concepts, Issues, and Applications , Edited by: Hoyle , R. H. Thousand Oaks, CA : Sage .
   Google Scholar
• Hu , L. and Bentler , P. M. 1999 . Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives . Structural Equation Modeling , 6 : 1 – 55 .
   Web of Science ®Google Scholar
• Iacobucci , D. , Grayson , K. and Osrom , A. 1994 . Customer satisfaction fables . Sloan Management Review , Summer : 93 – 96 .
   Google Scholar
• Keillor , B. D. , Lewison , D. , Hult , G. T. M. and Hauser , W. 2007 . The service encounter in a multi-national context . Journal of Services Marketing , 21 : 451 – 461 .
   Google Scholar
• Kelley , S. W. and Turley , L. W. 2001 . Consumer perceptions of service quality . Journal of Business Research , 54 : 161 – 166 .
   Web of Science ®Google Scholar
• Kim , D. and Kim , S. Y. 1995 . QUESQ: An instrument for assessing the service quality of sport centers in Korea . Journal of Sport Management , 9 : 208 – 220 .
   Google Scholar
• Ko , J. Y. and Pastore , D. 2005 . A hierarchical model of service quality for the recreational sport industry . Sport Marketing Quarterly , 14 : 84 – 97 .
   Google Scholar
• Ko , J. Y. and Pastore , D. 2007 . An instrument to assess customer perceptions of service quality and satisfaction in campus recreation programs . Recreational Sports Journal , 31 : 34 – 42 .
   Google Scholar
• Lam , E. T. C. , Zhang , J. J. and Jensen , B. E. 2005 . Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs . Management in Physical Education and Exercise Science , 9 : 79 – 111 .
   Google Scholar
• Lee , J. , Graefe , A. R. and Burns , R. C. 2007 . Examining the antecedents of destination loyalty in a forest setting . Leisure Sciences , 29 : 463 – 481 .
   Web of Science ®Google Scholar
• MacKay , K. J. and Crompton , J. L. 1990 . Measuring the quality of recreation services . Journal of Parks and Recreation Administration , 8 : 47 – 56 .
   Google Scholar
• Mahony , D. F. , Nakazawa , M. , Funk , D. C. , James , J. D. and Gladden , J. M. 2002 . Motivational factors influencing the behaviour of J. Leauge Spectators . Sport Management Review , 5 : 1 – 24 .
   Google Scholar
• Mardia , K. V. 1970 . Measures of multivariate skewness and kurtosis with Applications . Biometrika , 57 : 519 – 530 .
   Web of Science ®Google Scholar
• McDonald , M. , Sutton , W. and Milne , G. 1995 . Measuring service quality in professional team sports . Sport Marketing Quarterly , 4 : 9 – 16 .
   Google Scholar
• McDougall , G. H. G. and Levesque , T. J. 1994 . A revised view of service quality dimensions: An empirical investigation . Journal of Professional Services Marketing , 11 : 189 – 209 .
   Google Scholar
• Mittal , V. and Kamakura , W. A. 2001 . Satisfaction, repurchase intention, and repurchase intention: Investigating the moderating effect of customer characteristics . Journal of Marketing Research , 38 : 131 – 142 .
   Web of Science ®Google Scholar
• Mullin , B. , Hardy , S. and Sutton , W. A. 2007 . Sport Marketing, , third edition , Champaign, IL : Human Kinetics .
   Google Scholar
• Murray , D. and Howat , G. 2002 . The relationship among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre . Sport Management Review , 5 : 25 – 43 .
   Google Scholar
• Olorunniwo , F. , Hsu , M. K. and Udo , G. J. 2006 . Service quality, customer satisfaction, and behavioural intentions in the service factory . Journal of Services Marketing , 20 : 59 – 72 .
   Google Scholar
• O' Neil , M. A. , Williams , P. , MacKarthy , P. and Groves , R. 2000 . Diving into service quality—the dive tour operator perspective . Managing Service Quality , 10 : 131 – 140 .
   Google Scholar
• Papadimitriou , D. A. and Karteroliotis , K. 2000 . The service quality expectations in private sport and fitness centers: A reexamination of the factor structure . Sport Marketing Quarterly , 9 : 157 – 164 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 13 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1994 . Reassesment of expectations as a comparison standard in measuring service quality: Implications for future research . Journal of Marketing , 58 : 6 – 17 .
   Web of Science ®Google Scholar
• Robinson , L. 2006 . Customer expectations of sport organizations . European Sport Management Quarterly , 6 : 67 – 84 .
   Google Scholar
• Robinson , M. J. , Trail , G. T. and Kwon , H. 2004 . Motives and points of attachment of professional golf spectators . Sport Management Review , 7 : 167 – 192 .
   Google Scholar
• Robinson , M. J. , Trail , G. T. , Dick , R. J. and Gillentine , A. J. 2005 . Fans vs. spectators: An analysis of those who attend intercollegiate football games . Sport Marketing Quarterly , 14 : 43 – 53 .
   Google Scholar
• Ross , S. D. 2007 . Segmenting sport fans using brand associations: A cluster analysis . Sport Marketing Quarterly , 16 : 15 – 24 .
   Google Scholar
• Rust , R. , Danaher , P. and Varki , S. 2000 . Using service quality data for competitive marketing decisions . International Journal of Service Industry Management , 11 : 438 – 469 .
   Google Scholar
• Spreng , R. A. and Chiou , J. 2002 . A cross-cultural assessment of the satisfaciton formation process . European Journal of Marketing , 36 : 829 – 839 .
   Google Scholar
• Stevens , J. P. 2002 . Applied multivariate statistics for the social sciences, , fourth edition , Mahwah, NJ : Lawerence Erlbaum Associates .
   Google Scholar
• Teas , R. K. 1993 . Expecations, perforance evaluation, and consumers' perceptions of service quality . Journal of Marketing , 57 : 18 – 34 .
   Web of Science ®Google Scholar
• Teas , R. K. and DeCarlo , T. E. 2004 . An examination and extention of the zone-of-tolerance model: A comparison to performance-based models of perceived quality . Journal of Service Research , 6 : 272 – 286 .
   Google Scholar
• Theodorakis , N. 2000 . “ The effect of service quality on sport consumers' behavioral intentions ” . In Unpublished Doctoral Dissertation , Komotini, , Greece : Democritus University of Thrace .
   Google Scholar
• Theodorakis , N. , Kambitis , C. , Laios , A. and Koustelios , A. 2001 . Relationships between measures of service quality and satisfaction in professional sports . Managing Service Quality , 11 : 431 – 438 .
   Google Scholar
• Trail , G. T. , Fink , J. S. and Anderson , D. F. 2003 . Sport spectator consumption behavior . Sport Marketing Quarterly , 12 : 8 – 17 .
   Google Scholar
• Ullman , J. B. 1996 . “ Structural equation modeling ” . In Using Multivariate Statistics, , third edition , Edited by: Tabachnick , B. G. and Fidell , L. S. Northridge, CA : HarperCollins .
   Google Scholar
• Verhoef , P. 2003 . Understanding the effect of consumer relationship management efforts on customer retention and customer share development . Journal of Marketing , 67 : 30 – 45 .
   Web of Science ®Google Scholar
• Wakefield , K. L. and Blodgett , J. G. 1994 . The importance of servicescapes in leisure service settings . Journal of Services Marketing , 8 : 66 – 76 .
   Google Scholar
• Wakefield , K. L. and Blodgett , J. G. 1996 . The effect of the servicescape on customers' behavioural intentions in leisure service settings . Journal of Services Marketing , 8 : 66 – 76 .
   Google Scholar
• Wakefield , K. L. and Blodgett , J. G. 1999 . Customer responses to intangible and tangible service factors . Psychology and Marketing , 16 : 51 – 68 .
   Web of Science ®Google Scholar
• Wright , B. A. , Duray , N. and Goodale , T. L. 1992 . Assessing perceptions of recreatrion center service quality. An application of recent advancements in service quality research . Journal of Park and Recreation Administration , 10 : 33 – 47 .
   Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1996 . The behavioral consequences of service quality . Journal of Marketing , 60 : 31 – 46 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. and Bitner , M. J. 2003 . Services Marketing: Integrating Customer Focus across the Firm , New York : McGraw-Hill .
   Google Scholar