5,067
Views
93
CrossRef citations to date
0
Altmetric
Articles

The effects of emotions on football spectators' satisfaction and behavioural intentions

, , , &
Pages 227-242 | Received 04 Sep 2010, Accepted 11 Jan 2012, Published online: 24 May 2012

References

  • Bagozzi , R.P. 1992 . The self-regulation of attitudes, intentions, and behavior . Social Psychology Quarterly , 55 ( 2 ) : 178 – 204 .
  • Bagozzi , R.P. , Gopinath , M. and Nyer , P.U. 1999 . The role of emotions in marketing . Journal of the Academy of Marketing Science , 27 ( 2 ) : 184 – 206 .
  • Banville , D. , Desrosiers , P. and Genet-Volet , Y. 2000 . Translating questionnaires and inventories using a cross-cultural translation technique . Journal of Teaching in Physical Education , 19 ( 3 ) : 374 – 387 .
  • Beccarini , C. and Ferrand , A. 2006 . Factors affecting soccer club season ticket holders' satisfaction: The influence of club image and fans' motives . European Sport Management Quarterly , 6 ( 1 ) : 1 – 22 .
  • Bodet , G. and Bernache-Assollant , I. 2011 . Consumer loyalty in sport spectatorship services: The relationships with consumer satisfaction and team identification . Psychology and Marketing , 28 ( 8 ) : 781 – 802 .
  • Bougie , R. , Pieters , R. and Zeelenberg , M. 2003 . Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services . Journal of the Academy of Marketing Science , 31 ( 4 ) : 377 – 393 .
  • Byrne , B.M. 2000 . Structural equation modeling with AMOS: Basic concepts, applications, and programing , Mahwah , NJ : Lawrence Erlbaum Associates .
  • Cronin , J.J. Jr , 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 ( 2 ) : 193 – 218 .
  • Cronin , J.J. and Taylor , S.A. 1992 . Measuring service quality: A re-examination and extension . Journal of Marketing , 56 ( 3 ) : 55 – 68 .
  • Deci , E.L. 1980 . The psychology of self-determination , Lexington , MA : D. C. Heath (Lexington Books) .
  • Fornell , C. and Larcker , D.F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 ( 35 ) : 39 – 50 .
  • Frijda , N.H. 1994 . “ Varieties of affect: Emotions and episodes, moods and sentiments ” . In The nature of emotions: Fundamental questions , Edited by: Elkman , P. and Davidson , R.J. 59 – 67 . New York , NY : Oxford University Press, Inc .
  • Funk , D.C. and Pritchard , M.P. 2006 . Sport publicity: Commitment's moderation of message effects . Journal of Business Research , 59 ( 5 ) : 613 – 621 .
  • Hair , J. , Black , W.C. , Babin , B. , Anderson , R.E. and Tatham , R. 2005 . Multivariate data analyses , 6th ed , New York , NY : Prentice-Hall .
  • Hong , G. , Macdonald , M. , Fujimoto , J. and Yoon , C. 2005 . Motivation for Japanese baseball fan's interest in Major League Baseball . International Journal of Sport Management and Marketing , 1 ( 1/2 ) : 141 – 154 .
  • Isberg , L. 2000 . “ Anger, aggressive behaviour, and athletic performance ” . In Emotions in sport , Edited by: Hanin , Y.L. 113 – 133 . Champaign , IL : Human Kinetics .
  • Jones , M.V. , Lane , A.M. , Bray , S.R. , Uphill , M. and Catlin , J. 2005 . Development and validation of the sport emotion questionnaire . Journal of Sport & Exercise Psychology , 27 ( 4 ) : 407 – 431 .
  • Jones , M.A. and Suh , J. 2000 . Transaction-specific satisfaction and overall satisfaction: An empirical analysis . Journal of Services Marketing , 14 ( 2 ) : 147 – 159 .
  • Kaynak , E. , Salman , G.G. and Tatoglu , E. 2008 . An integrative framework linking brand associations and brand loyalty in professional sports . Journal of Brand Management , 15 ( 5 ) : 336 – 357 .
  • Koenigstorfer , J. , Groeppel-Klein , A. and Kunkel , T. 2010 . The attractiveness of national and international football leagues: Perspectives of fans of “Star Clubs” and “Underdogs” . European Sport Management Quarterly , 10 ( 2 ) : 127 – 163 .
  • Koo , G-Y. , Hardin , R. , McClung , S. , Jung , T. , Cronin , J. , Vorhees , C. and Bourdeau , B. 2009 . Examination of the casual effects between the dimensions of service quality and spectator satisfaction in minor league baseball . International Journal of Sports Marketing & Sponsorship , 11 ( 1 ) : 46 – 59 .
  • Kuenzel , S. and Yassim , M. 2007 . The effect of joy on the behaviour of cricket spectators: The mediating role of satisfaction . Managing Leisure , 12 ( 1 ) : 43 – 57 .
  • Kwak , D.E. , Kim , Y.K. and Hirt , E.R. 2011 . Exploring the role of emotions on sport consumers' behavioral and cognitive responses to marketing stimuli . European Sport Marketing Quarterly , 11 ( 3 ) : 225 – 250 .
  • Lam , S.Y. , Shankar , V. , Erramilli , M.K. and Murphy , B. 2004 . Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context . Journal of the Academy of Marketing Science , 32 ( 3 ) : 293 – 311 .
  • Lane , A.M. and Terry , P.C. 2000 . The nature of mood: Development of a conceptual model with a focus on depression . Journal of Applied Sport Psychology , 12 ( 1 ) : 16 – 33 .
  • Lazarus , R.S. 2000 . How emotions influence performance in competitive sports . The Sport Psychologist , 14 ( 3 ) : 229 – 252 .
  • Leeweun , L. , Quick , S. and Daniel , K. 2002 . The sport satisfaction model: A conceptual framework for understanding the satisfaction of spectators . Sport Management Review , 5 ( 2 ) : 99 – 128 .
  • Lerner , J.S. and Keltner , D. 2000 . Beyond valence: Toward a model of emotion-specific influences on judgment and choice . Cognition and Emotion , 14 ( 4 ) : 473 – 493 .
  • Louro , M.J. , Pieters , R. and Zeelenberg , M. 2005 . Negative returns on positive emotions: The influence of pride and self-regulatory goals on repurchase decisions . Journal of Consumer Research , 31 ( 4 ) : 833 – 840 .
  • Madrigal , R. 1995 . Cognitive and affective determinants of fan satisfaction with sporting event attendance . Journal of Leisure Research , 27 ( 3 ) : 205 – 227 .
  • Madrigal , R. 2003 . Investigating an evolving leisure experience: Antecedents and consequences of spectator affect during a live sporting event . Journal of Leisure Research , 35 ( 1 ) : 23 – 48 .
  • Madrigal , R. 2008 . Hot vs. cold cognitions and consumers' reactions to sporting event outcomes . Journal of Consumer Psychology , 18 ( 4 ) : 304 – 319 .
  • Mano , H. and Oliver , R.L. 1993 . Assessing the dimensionality and structure of consumption experience: Evaluation, feeling, and satisfaction . Journal of Consumer Research , 20 ( 3 ) : 451 – 466 .
  • Martin , D. , O'Neill , M. , Hubbard , S. and Palmer , A. 2008 . The role of emotions in explaining consumer satisfaction and future behavioural intention . Journal of Services Marketing , 22 ( 3 ) : 224 – 236 .
  • Matsuoka , H. , Chelladurai , P. and Harada , M. 2003 . Direct and interaction effects of team identification and satisfaction on intention to attend games . Sport Marketing Quarterly , 12 ( 4 ) : 244 – 253 .
  • Neeley , S.M. and Schumann , D.W. 2000 . Perceived social approval as a comparison standard in product evaluation and determination of satisfaction . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 13 : 37 – 51 .
  • Nunnally , J.C. and Berstein , I.H. 1994 . Psychometric theory , 3rd ed , New York , NY : McGraw-Hill .
  • Nyer , P.U. 1997 . Modeling the cognitive antecedents of post-consumption emotions . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 10 : 80 – 90 .
  • Oliver , R.L. 1997 . Satisfaction: A behavioral perspective on the consumer , New York , NY : McGraw-Hill .
  • Oliver , R.L. , Rust , R.T. and Varki , S. 1997 . Customer delight: Foundations, findings, and managerial insight . Journal of Retailing , 73 ( 3 ) : 311 – 336 .
  • Otnes , C. , Lowrey , T.M. and Shrum , L.J. 1997 . Toward an understanding of consumer ambivalence . Journal of Consumer Research , 24 ( 1 ) : 80 – 93 .
  • Parkinson , B. , Totterdell , P. , Briner , R.B. and Reynolds , S. 1996 . Changing moods: The psychology of mood and mood regulation , London : Longman .
  • Richelieu , A. and Pons , F. 2009 . If brand equity matters, where is the brand strategy? A look at Canadian hockey teams in the NHL . International Journal of Sport Management and Marketing , 5 ( 1/2 ) : 162 – 182 .
  • Richins , M.L. 1997 . Measuring emotions in the consumption experience . Journal of Consumer Research , 24 ( 2 ) : 127 – 146 .
  • Rosenberg , E.L. 1998 . Levels of analysis and organization of affect . Review of General Psychology , 2 ( 3 ) : 247 – 270 .
  • Scherer , K.R. 2005 . What are emotions? And how can they be measured? . Social Science Information , 44 ( 4 ) : 695 – 729 .
  • Schoefer , K. and Diamantopoulos , A. 2008 . The role of emotions in translating perceptions of (in)justice into postcomplaint behavioral responses . Journal of Service Research , 11 ( 1 ) : 91 – 103 .
  • Söderlund , M. and Rosengren , S. 2004 . Dismantling ‘positive affect' and its effects on customer satisfaction: An empirical examination of costumer joy in a service encounter . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 17 : 27 – 41 .
  • Sumino , M. and Harada , M. 2004 . Affective experience of J. League fans: The relationship between affective experience, team loyalty and intention to attend . Managing Leisure , 9 ( 4 ) : 181 – 192 .
  • Theodorakis , N. and Alexandris , K. 2008 . Can service quality predict spectators behavioral intentions in Professional soccer? . Managing Leisure , 13 ( 3/4 ) : 162 – 178 .
  • Trail , G. , Fink , J.S. and Anderson , D.F. 2003 . Sport spectator consumption behaviour . Sport Marketing Quarterly , 12 ( 1 ) : 8 – 17 .
  • Uhrich , S. and Koenigstorfer , J. 2009 . Effects of atmosphere at major sports events: A perspective from environmental psychology . International Journal of Sports Marketing and Sponsorship , 10 ( 4 ) : 325 – 344 .
  • Vallerand , R.J. and Blanchard , C. 2000 . “ The study of emotions in sport and exercise: Historical, definitional, and conceptual perspectives ” . In Emotions in sports , Edited by: Hanin , Y.L. 3 – 37 . Champaign , IL : Human Kinetics .
  • Vallerand , R.J. , Ntoumanis , N. , Philippe , F.L. , Lavigne , G.L. , Carbonneau , N. , Bonneville , A. and Maliha , G. 2008 . On passion and sports fans: A look at football . Journal of Sports Sciences , 26 ( 12 ) : 1279 – 1293 .
  • Vilares , M.J. and Coelho , P.S. 2005 . Satisfação e lealdade do cliente. Metodologias de avaliação, gestão e análise [Satisfaction and customer loyalty. Assessment methodologies, management and analysis] , Lisboa : Escolar Editora .
  • Wakefield , K.L. and Sloan , H.J. 1995 . The effects of team loyalty and selected stadium factors on spectator attendance . Journal of Sport Management , 9 ( 2 ) : 153 – 172 .
  • Wong , A. 2004 . The role of emotional satisfaction in service encounters . Managing Service Quality , 14 ( 5 ) : 365 – 376 .
  • Yoshida , M. and James , J.D. 2010 . Customer satisfaction with games and service experiences: Antecedents and consequences . Journal of Sport Management , 24 ( 3 ) : 338 – 361 .
  • Zeelenberg , M. and Pieters , R. 1999 . Comparing service delivery to what might have been . Journal of Service Research , 2 ( 1 ) : 86 – 97 .
  • Zeelenberg , M. and Pieters , R. 2004 . Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services . Journal of Business Research , 57 ( 4 ) : 445 – 455 .
  • Zeithaml , V.A. , Berry , L.L. and Parasuraman , A. 1996 . The behavioral consequences of service quality . Journal of Marketing , 60 ( 2 ) : 31 – 46 .
  • Zillmann , D. 1996 . “ The psychology of suspense in dramatic explosion ” . In Suspense: Conceptualizations, theoretical analyses, and empirical explorations , Edited by: Vorderer , P. , Wuff , H.J. and Friedrichsen , M. 199 – 231 . Mahwah , NJ : Lawrence Erlbaum Associates .

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.