Perceptions of service quality at football stadiums: influence on fans’ intention to attend future games

References

• Agnew, G. A., & Carron, A. V. (1994). Crowd effects and the home advantage. International Journal of Sport Psychology, 25(1), 53–62. Retrieved from http://believeperform.com/education/theories/crowd-effects-and-the-home-advantage/
   Web of Science ®Google Scholar
• Alexandris, K., Grouios, G., Tsorbatzoudis, H., & Bliatsou, A. (2001). Relationship between perceived constraints and commitment to recreational sport participation of university students in Greece. International Journal of Sport Management, 2, 282–296. Retrieved from http://ikee.lib.auth.gr/record/230239/?ln=en
   Google Scholar
• Biscaia, R., Correia, A., Yoshida, M., Rosado, A., & Marôco, J. (2013). The role of service quality and ticket pricing on satisfaction and behavioural intention within professional football. International Journal of Sports Marketing and Sponsorship, 14(4), 42–66. doi: 10.1108/IJSMS-14-04-2013-B004
   Web of Science ®Google Scholar
• Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. doi: 10.2307/1252042
   Web of Science ®Google Scholar
• Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In R. Rust & R. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 72–94). Thouscand Oaks, CA: Sage.
   Google Scholar
• Borland, J., & Macdonald, R. (2003). Demand for sport. Oxford Review of Economic Policy, 19, 478–502. doi: 10.1093/oxrep/19.4.478
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. doi: 10.1509/jmkg.65.3.34.18334
   Web of Science ®Google Scholar
• Brady, M. K., Voorhees, C. M., 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(2), 83–91. doi: 10.1108/08876040610657011
   Google Scholar
• Byrne, B. M. (2000). Structural equation modeling with Amos: Basic concepts, applications and programming. New York, NY: Routledge.
   Google Scholar
• Chandon, P., Wansink, B., & Laurent, G. (2000). A benefit congruency framework of sales promotion effectiveness. Journal of Marketing, 64(4), 65–81. doi: 10.1509/jmkg.64.4.65.18071
   Web of Science ®Google Scholar
• Craig, C. S., & Douglas, S. P. (2006). Beyond national culture: Implications of cultural dynamics for consumer research. International Marketing Review, 23, 322–342. doi: 10.1108/02651330610670479
   Web of Science ®Google Scholar
• Cronin, J. J. (2003). Looking back to see forward in services marketing: Some ideas to consider. Managing Service Quality: An International Journal, 13, 332–337. doi: 10.1108/09604520310495813
   Google Scholar
• 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
   Web of Science ®Google Scholar
• Dobson, S. M., & Goddard, J. A. (1995). The demand for professional league football in England and Wales, 1925-92. The Statistician, 44, 259–277. doi: 10.2307/2348449
   Google Scholar
• Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research, 1, 178–186. doi: 10.1177/109467059800100207
   Google Scholar
• Du, J., Jordan, J. S., & Funk, D. C. (2015). Managing mass sport participation: Adding a personal performance perspective to remodel antecedents and consequences of participant sport event satisfaction. Journal of Sport Management, 29, 688–704. doi: 10.1123/JSM.2014-0225
   Web of Science ®Google Scholar
• Ferreira, M., & Bravo, G. (2007). A multilevel model analysis of professional soccer attendance in Chile 1990-2002. International Journal of Sports Marketing and Sponsorship, 8(3), 49–66. doi: 10.1108/IJSMS-08-03-2007-B006
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi: 10.2307/3151312
   Web of Science ®Google Scholar
• Funk, D. C., & Bruun, T. J. (2007). The role of socio-psychological and culture-education motives in marketing international sport tourism: A cross-cultural perspective. Tourism Management, 28, 806–819. doi: 10.1016/j.tourman.2006.05.011
   Web of Science ®Google Scholar
• Furrer, O., Liu, B. S.-C., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions. Journal of Service Research, 2, 355–371. doi: 10.1177/109467050024004
   Google Scholar
• Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Management Review, 5(2), 129–148. doi: 10.1016/S1441-3523(02)70064-8
   Google Scholar
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. doi: 10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. Upper Saddle River, NJ: Pearson Education.
   Google Scholar
• Hofstede, G. (1993). Cultural constraints in management theories. The Executive, 7(1), 81–94. doi: 10.5465/AME.1993.9409142061
   Google Scholar
• Hofstede, G., & Hofstede, G. J. (2005). Cultures and organizations software of the mind. New York, NY: McGraw-Hill.
   Google Scholar
• Howat, G., & Assaker, G. (2016). Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia. Sport Management Review, 19, 520–535. doi: 10.1016/j.smr.2016.04.002
   Web of Science ®Google Scholar
• Jaruwachirathanakul, B., & Fink, D. (2005). Internet banking adoption strategies for a developing country: The case of Thailand. Internet Research, 15, 295–311. doi: 10.1108/10662240510602708
   Web of Science ®Google Scholar
• Kahle, L. R., Aiken, D., Dalakas, V., & Duncan, M. (2003). Men’s versus women’s collegiate basketball customers: Attitudinal favorableness and the environment. International Journal of Sports Marketing and Sponsorship, 5(2), 54–68. doi: 10.1108/IJSMS-05-02-2003-B005
   Google Scholar
• Kelley, S. W., & Turley, L. W. (2001). Consumer perceptions of service quality attributes at sporting events. Journal of Business Research, 54(2), 161–166. doi: 10.1016/S0148-2963(99)00084-3
   Web of Science ®Google Scholar
• Kim, T. H., Ko, Y. J., & Park, C. M. (2013). The influence of event quality on revisit intention. Managing Service Quality: An International Journal, 23, 205–224. doi: 10.1108/09604521311312237
   Google Scholar
• Kim, S. K., Yim, B. H., Byon, K. K., Yu, J. G., Lee, S. M., & Park, J. A. (2016). Spectator perception of service quality attributes associated with shanghai formula One. International Journal of Sports Marketing and Sponsorship, 17(2), 153–171. doi: 10.1108/IJSMS-04-2016-011
   Web of Science ®Google Scholar
• Ko, Y. J., Zhang, J., Cattani, K., & Pastore, D. (2011). Assessment of event quality in major spectator sports. Managing Service Quality: An International Journal, 21, 304–322. doi: 10.1108/09604521111127983
   Google Scholar
• Koo, G.-Y. (2009). Examination of the causal effects between the dimensions of service quality and spectator satisfaction in minor league baseball. International Journal of Sports Marketing and Sponsorship, 11(1), 41–54. doi: 10.1108/IJSMS-11-01-2009-B004
   Web of Science ®Google Scholar
• MacIntosh, E., & Parent, M. (2017). Athlete satisfaction with a major multi-sport event: The importance of social and cultural aspects. International Journal of Event and Festival Management, 8(2), 136–150. doi: 10.1108/IJEFM-05-2016-0031
   Web of Science ®Google Scholar
• Mattila, A. S. (1999). The role of culture in the service evaluation process. Journal of Service Research, 1, 250–261. doi: 10.1177/109467059913006
   Google Scholar
• McCready, A. (2018). Exploring Thailand’s flourishing football fan culture. Culture Trip. Retrieved from https://theculturetrip.com/asia/thailand/articles/exploring-thailands-flourishing-football-fan-culture/
   Google Scholar
• McDonald, M. A., Sutton, W. A., & Milne, G. R. (1995). TEAMQUAL: Measuring service quality in professional team sports. Sport Marketing Quarterly, 4(2), 9–15. Retrieved from http://fitpublishing.com/content/teamqual-tm-measuring-service-quality-professional-team-sports
   Google Scholar
• Mooij, M. K. (2004). Consumer behavior and culture: Consequences for global marketing and advertising. California: Sage Publications.
   Google Scholar
• Na Thalang, J. (2015). A league of their own. Bangkok Post. Retrieved from http://www.bangkokpost.com/print/656856/
   Google Scholar
• Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer. New York, NY: Routledge.
   Google Scholar
• Phonthanukitithaworn, C., & Sellitto, C. (2016a). A reflection on intercept survey use in Thailand: Some cultural considerations for transnational studies. Electronic Journal of Business Research Methods, 14(1), 60–70. Retrieved from http://vuir.vu.edu.au/32383/
   Google Scholar
• Phonthanukitithaworn, C., & Sellitto, C. (2016b, August). Role of service quality and total attending cost on satisfaction and behavioral intention to return to a sport event. Paper presented at the 7th International Research Symposium in Service Management, Bangkok, Thailand.
   Google Scholar
• Phonthanukitithaworn, C., & Sellitto, C. (2017). Facebook as a second screen: An influence on sport consumer satisfaction and behavioral intention. Telematics and Informatics, 34, 1477–1487. doi: 10.1016/j.tele.2017.06.011
   Web of Science ®Google Scholar
• Phonthanukitithaworn, C., Sellitto, C., & Fong, M. (2015). User intentions to adopt mobile payment services: A study of early adopters in Thailand. The Journal of Internet Banking and Commerce, 20(1), 1–29. Retrieved from http://vuir.vu.edu.au/31837/
   Google Scholar
• Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105. Retrieved from http://www.researchgate.net/publication/299292969_The_Experience_Economy
   PubMed Web of Science ®Google Scholar
• Pornpitakpan, C. (2000). Trade in Thailand: A three-way cultural comparison. Business Horizons, 43(2), 61–70. doi: 10.1016/S0007-6813(00)88562-6
   Google Scholar
• Sellitto, C. (2006). Improving winery survey response rates: Lessons from the Australian wine industry. International Journal of Wine Marketing, 18(2), 150–152. doi: 10.1108/09547540610681121
   Google Scholar
• Shonk, D. J., & Chelladurai, P. (2008). Service quality, satisfaction, and intent to return in event sport tourism. Journal of Sport Management, 22, 587–602. doi: 10.1123/jsm.22.5.587
   Web of Science ®Google Scholar
• Theodorakis, N. D., Alexandris, K., Tsigilis, N., & Karvounis, S. (2013). Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality. Sport Management Review, 16(1), 85–96. doi: 10.1016/j.smr.2012.05.004
   Web of Science ®Google Scholar
• Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of service quality and satisfaction of spectators in professional sports. Managing Service Quality: An International Journal, 11, 431–438. doi: 10.1108/09604520110410638
   Google Scholar
• Tsuji, Y., Bennett, G., & Zhang, J. (2007). Consumer satisfaction with an action sports event. Sport Marketing Quarterly, 16, 199–208. Retrieved from http://www.cabdirect.org/cabdirect/abstract/20083027997
   Google Scholar
• Voon, B. H., Lee, N., & Murray, D. (2014). Sports service quality for event venues: Evidence from Malaysia. Sport, Business and Management: An International Journal, 4(2), 125–141. doi: 10.1108/SBM-11-2010-0020
   Google Scholar
• Wakefield, K. L., Blodgett, J. G., & Sloan, H. J. (1996). Measurement and management of the sportscape. Journal of Sport Management, 10(1), 15–31. doi: 10.1123/jsm.10.1.15
   Web of Science ®Google Scholar
• Yoshida, M., & James, J. D. (2010). Customer satisfaction with game and service experiences: Antecedents and consequences. Journal of Sport Management, 24, 338–361. doi: 10.1123/jsm.24.3.338
   Web of Science ®Google Scholar
• Yoshida, M., & James, J. D. (2011). Service quality at sporting events: Is aesthetic quality a missing dimension? Sport Management Review, 14(1), 13–24. doi: 10.1016/j.smr.2009.06.002
   Web of Science ®Google Scholar
• 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
   Web of Science ®Google Scholar
• 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
   Web of Science ®Google Scholar
• Zhang, J., Beatty, S. E., & Walsh, G. (2008). Review and future directions of cross-cultural consumer services research. Journal of Business Research, 61, 211–224. doi: 10.1016/j.jbusres.2007.06.003
   Web of Science ®Google Scholar