References
- Akaike, H. (1987). Factor analysis and AIC. Psychometrika, 52, 317–332. doi: 10.1007/BF02294359
- Alexandris, K., Dimitriadis, D., & Kasiara, A. (2001). Behavioral consequences of perceived service quality: An exploratory study in the context of private fitness participation. Journal of Sport Behavior, 25(3), 217–231.
- Alexandris, K., Kouthouris, C., Funk, D., & Chatzigianni, E. (2008). Examining the relationships between leisure constraints, involvement and attitudinal loyalty among Greek recreational skiers. European Sport Management Quarterly, 8(3), 247–264. doi: 10.1080/16184740802224175
- Alexandris, K., Zahariadis, C., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36–52. doi: 10.1080/16184740408737466
- Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5–17. doi: 10.1177/109467059800100102
- Anderson, E., & Fornell, C. (1994). A customer satisfaction research prospectus. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 241–268). Thousand Oaks, CA: Sage.
- Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi: 10.1037/0033-2909.103.3.411
- Bentler, P. M. (1989). EQS, structural equations, program manual, program version 3.0. Los Angeles, CA: BMDP Statistical Software.
- Bentler, P. M. (1990). Comparative fit indices in structural models. Psychological Bulletin, 107, 238–246. doi: 10.1037/0033-2909.107.2.238
- Bentler, P. M. (1995). EQS structural equations program manual. Encino, CA: Multivariate Software.
- Bentler, S. E., & Bonnett, D. G. (1980). Significance tests and goodness of fit analysis of covariance structures. Psychological Bulletin, 88, 588–606. doi: 10.1037/0033-2909.88.3.588
- Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 72–94). Thousand Oaks, CA: Sage.
- Blocker, C. P. (2011). Modelling customer value perceptions across cultural business markets. Journal of Business Research, 64(5), 533–540. doi: 10.1016/j.jbusres.2010.05.001
- Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: A multi-dimensional perspective. European Journal of Marketing, 33, 1082–1106. doi: 10.1108/03090569910292285
- Boksberger, P. E., & Melsen, L. (2011). Perceived value, critical examination of definitions, concepts and measures for the service industry. Journal of Services Marketing, 25(3), 229–240. doi: 10.1108/08876041111129209
- Bollen, K. A. (1989). Structural equations with latent variables. New York, NY: Wiley.
- Bolton, R., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4), 375–384. doi: 10.1086/208564
- Boulding, W., Staelin, R., Kalra, A., & Zeithaml, V. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27. doi: 10.2307/3172510
- Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34–49. doi: 10.1509/jmkg.65.3.34.18334
- Brady, M. K., Knight, G. A., Cronin, J. J., Hult, G. T., & Keillor, B. T. (2005). Removing the contextual lens: A comprehensive evaluation of five service models. Journal of Retailing, 81(3), 215–230. doi: 10.1016/j.jretai.2005.07.005
- Brady, M. K., Voorhees, J. J., Cronin, J. J., & 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. doi: 10.1108/08876040610657011
- Browne, M. W., & Cudeck, R. (1993). Alternative ways of assessing model fit. In K. A. Bollen & J. S. Long (Eds.), Testing structural equation models (pp. 136–162). Beverly Hills, CA: Sage.
- Byrne, B. M. (2000). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum Associates.
- Caruana, A. (2002). The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7), 811–828. doi: 10.1108/03090560210430818
- Clemes, M. D., Brush, G. J., & Collins, M. J. (2011). Analysing the professional sport experience: A hierarchical approach. Sport Management Review, 14(4), 370–388. doi: 10.1016/j.smr.2010.12.004
- Cronin, J. J., Brady, M. K., & 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. doi: 10.1016/S0022-4359(00)00028-2
- Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55–68. doi: 10.2307/1252296
- Dabholkar, P. A., Shepherd, C. D., & 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. doi: 10.1016/S0022-4359(00)00029-4
- Ferrand, A., Robinson, L., & Valette-Florence, P. (2010). The intention-to-repurchase paradox: A case of the health and fitness industry. Journal of Sport Management, 24(1), 83–105.
- Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Everitt Bryant, B. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. doi: 10.2307/1251898
- Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39–50. doi: 10.2307/3151312
- Foundation for Economic and Industrial Research. (2002). Economic impact of sport in Greece, Athens. Greece: Author.
- Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64(3), 65–87. doi: 10.1509/jmkg.64.3.65.18028
- Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–45. doi: 10.1108/EUM0000000004784
- Grönroos, C. (2005). Service management and marketing: A customer relationship management approach. Chichester: John Wiley & Sons.
- Han, X., Kwortnik, Jr. R. J., & Wang, C. (2008). Service loyalty: An integrative model and examination across service contexts. Journal of Service Research, 11, 22–42. doi: 10.1177/1094670508319094
- Hightower, R., Brady, M., & 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. doi: 10.1016/S0148-2963(00)00211-3
- Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing, 69(2), 84–96. doi: 10.1509/jmkg.69.2.84.60760
- Howat, G., Crilley, G., & McGrath, R. (2008). A focussed service quality, benefits, overall satisfaction and loyalty model for public aquatic centres. Managing Leisure, 13(3/4), 139–161. doi: 10.1080/13606710802200829
- Hu, L., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparamaterized model misspecification. Psychological Methods, 3, 424–453. doi: 10.1037/1082-989X.3.4.424
- Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. doi: 10.1080/10705519909540118
- Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147–159. doi: 10.1108/08876040010371555
- Kline, R. B. (2011). Principles and practice of structural equation modelling. New York, NY: Guilford.
- Lee, J., Kim, H., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and revisit intention: A gender segmentation strategy. Sport Management Review, 14, 54–63. doi: 10.1016/j.smr.2010.02.002
- Li, X., & Petrick, J. F. (2010). Towards an integrated model of loyalty formation: The role of quality and value. Leisure Sciences, 32, 201–221. doi: 10.1080/01490401003709123
- MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power analysis and determination of sample size for covariance structure modeling. Psychological Methods, 1, 130–149. doi: 10.1037/1082-989X.1.2.130
- McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. doi: 10.1177/109467050032002
- McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with service: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410. doi: 10.1108/08876040010340937
- Murray, D., & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review, 5(1), 25–43. doi: 10.1016/S1441-3523(02)70060-0
- Oliver, R. L. (1997). Satisfaction: A behavioural perspective on the consumer. Boston, MA: Irwin McGraw-Hill.
- Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: From transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184–197. doi: 10.1177/1094670502238914
- Palmatier, R. W. (2008). Interfirm relational drivers of customer value. Journal of Marketing, 72, 76–89. doi: 10.1509/jmkg.72.4.76
- Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
- Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. International Journal of Service Industry Management, 8(5), 414–434. doi: 10.1108/09564239710189835
- Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119–134.
- Petrick, J. F., Backman, S. J., & Bixler, R. D. (1999). An investigation of selected factors’ impact on golfer satisfaction and perceived value. Journal of Park and Recreation Administration, 17(1), 40–59.
- Pollack, B. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing, 23(1), 42–50. doi: 10.1108/08876040910933084
- Raykov, T. (1997). Estimation of composite reliability for congeneric measures. Applied Psychological Measurement, 21, 173–184. doi: 10.1177/01466216970212006
- Reichheld, F. F. (2003, December). The one number you need to grow. Harvard Business Review, 46–53.
- Rundle-Thiele, S. (2005). Exploring loyal qualities: Assessing survey-based loyalty. Journal of Services Marketing, 19(7), 492–500. doi: 10.1108/08876040510625990
- Silcox, S., & Soutar, G. N. (2009). Patrons’ intentions to continue using a recreation centre: A suggested model. Managing Leisure, 14(3), 177–194. doi: 10.1080/13606710902945117
- Soderlund, M. (2006). Measuring customer loyalty with multi-item scales. International Journal of Service Industry Management, 17(1), 76–98. doi: 10.1108/09564230610651598
- Spreng, R., Harrell, G., & Mackoy, R. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23. doi: 10.1108/08876049510079853
- Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A re-examination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15–32. doi: 10.2307/1251839
- Steiger, J. H., & Lind, J. C. (1980). Statistically based tests for the number of common factors. Paper presented at the Psychometric Society Annual Meeting, Iowa City, IA.
- Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multi-item scale. Journal of Retailing, 77(2), 203–220. doi: 10.1016/S0022-4359(01)00041-0
- Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality–value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77–105. doi: 10.1016/S0022-4359(99)80005-0
- Taylor, S. A., Sharland, A., Cronin, J., & Bullard, W. (1993). Recreational service quality in international setting. International Journal of Service Industry Management, 4, 68–86. doi: 10.1108/09564239310044316
- Ulaga, W. (2011). Investigating customer value in global business markets: Commentary essay. Journal of Business Research, 64, 928–930. doi: 10.1016/j.jbusres.2011.04.005
- Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research, 30(2), 19–30.
- Wangenheim, F., & Bayón, T. (2007). The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition. Journal of the Academy of Marketing Science, 35(2), 233–249. doi: 10.1007/s11747-007-0037-1
- Westland, C. J. (2010). Lower bounds on sample size in structural equation modeling. Electronic Commerce Research and Applications, 9(6), 476–487. doi: 10.1016/j.elerap.2010.07.003
- Whittaker, G., Ledden, L., & Kalafatis, S. (2007). A re-examination of the relationship between value, satisfaction and intention in business services. Journal of Services Marketing, 21(5), 345–357. doi: 10.1108/08876040710773651
- Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. doi: 10.2307/1251446
- Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. doi: 10.2307/1251929
- Zhang, J., & Bloemer, J. M. M. (2008). The impact of value congruence on consumer-service brand relationships. Journal of Service Research, 11(2), 161–178. doi: 10.1177/1094670508322561