Service quality at sporting events: Is aesthetic quality a missing dimension?

Sport Management Review

Volumn 14, Issue 1, 2011, Pages 13-24

  Yoshida, Masayuki ^a   James, Jeffrey D ^b  

^a Biwako Seikei Sport College   (Japan)

^b FLORIDA STATE UNIVERSITY   (United States)

Author keywords

Aesthetic quality; Hedonic consumption; Service quality; Sport marketing

Indexed keywords

EID: 78651476963     PISSN: 14413523     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.smr.2009.06.002     Document Type: Article

References (61)

1. Agnew G.A., Carron A.V. Crowd effects and the home advantage. International Journal of Sport Psychology 1994, 25:53-62.
2. Akaike H. A new look at the statistical model identification. IEEE Transactions on Automatic Control 1974, 19(6):716-723.
3. Anderson J.C., Gerbing D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 1988, 103(3):411-423.
4. Bagozzi R.P., Yi Y., Phillips L.W. Assessing construct validity in organizational research. Administrative Science Quarterly 1991, 36:421-458.
5. Baker J., Cameron M. The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science 1996, 24(4):338-349.
6. Baker J., Parasuraman A., Grewal D., Voss G.B. The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing 2002, 66(2):120-141.
7. Berry L.L., Seiders K., Grewal D. Understanding service convenience. Journal of Marketing 2002, 66(3):1-17.
8. Bhattacharya C.B., Rao H., Glynn M.A. Understanding the bond of identification: An investigation of its correlates among art museum members. Journal of Marketing 1995, 59(4):46-57.
9. Bijmolt T.H.A., Wedel M. A comparison of multidimensional scaling methods for perceptual mapping. Journal of Marketing Research 1999, 36(2):277-285.
10. Bitner M.J. Servicescape: The impact of physical surroundings on customers and employees. Journal of Marketing 1992, 56(2):57-71.
11. Bolton R.N., Drew J.H. A multistage model of customers' assessments of service quality and value. Journal of Consumer Research 1991, 17(4):375-385.
12. Brady M.K., Cronin J.J. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing 2001, 65(3):34-49.
13. Brady M.K., Voorhees C.M., Cronin J.J., Bourdeau B.L. The good guys don't always win: The effect of valence on service perceptions and consequences. Journal of Service Marketing 2006, 20(2):83-91.
14. Chandon P., Wansink B., Laurent G. A benefit congruency framework of sales promotion effectiveness. Journal of Marketing 2000, 64(4):65-81.
15. Churchill G.A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 1979, 16(1):64-73.
16. Colquitt J.A. On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology 2001, 86(3):386-400.
17. Cronin J.J. Looking back to see forward in services marketing: Some ideas to consider. Managing Service Quality 2003, 13(5):332-337.
18. Cronin J.J., Taylor S.A. Measuring service quality: A re-examination and extension. Journal of Marketing 1992, 56(3):56-68.
19. Cronin J.J., Taylor S.A. SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus expectations measurement of service quality. Journal of Marketing 1994, 58(1):125-131.
20. Dabholkar P.A., Shepherd C.D., Thorpe D.I. A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing 2000, 76(2):139-173.
21. Dabholkar P.A., Thorpe D.I., Rentz J.O. A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science 1996, 24(1):3-16.
22. Fassnacht M., Koese I. Quality of electronic services: Conceptualizing and testing a hierarchical model. Journal of Service Research 2006, 9(1):19-37.
23. Ferreira M., Armstrong K.L. An exploratory examination of attributes influencing students' decisions to attend college sport events. Sport Marketing Quarterly 2004, 13:194-208.
24. Funk D.C., Ridinger L.L., Moorman A.M. Understanding consumer support: Extending the Sport Interest Inventory (SII) to examine individual differences among women's professional sport consumers. Sport Management Review 2003, 6:1-32.
25. Garvin D.A. What does " product quality" really mean?. Sloan Management Review 1984, 26(1):25-43.
26. Greenwell, C. (2001). The influence of spectator sports facilities on customer satisfaction and profitability. Unpublished doctoral dissertation. Columbus: The Ohio State University.
27. Grönroos C. Service quality: The six criteria of good perceived service. Review of Business 1988, 9(3):10-13.
28. Hair J.F., Black W., Babin B., Anderson R.E., Tatham R.L. Multivariate data analysis 2005, Prentice Hall, Upper Saddle River, NJ. 5th ed.
29. Hinkin T.R. A review of scale development practices in the study of organizations. Journal of Management 1995, 21(5):967-988.
30. Homburg C., Giering A. Personal characteristics as moderators of the relationship between customer satisfaction and loyalty-An empirical analysis. Psychology & Marketing 2001, 18(1):43-66.
31. Homburg C., Koschate N., Hoyer W.D. The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective. Journal of Marketing 2006, 70(3):21-31.
32. James J.D., Ross S.D. Comparing sport consumer motivations across multiple sports. Sport Marketing Quarterly 2004, 13(1):17-25.
33. Kahle L., Aiken D., Dalakas V., Duncan M. Men's versus women's collegiate basketball customers: Attitudinal favorableness and the environment. International Journal of Sport Marketing and Sponsorship 2003, 5(2):145-159.
34. Keller K.L. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing 1993, 57(1):1-22.
35. Kirca A., Jayachandran S., Bearden W.O. Market orientation: A meta-analytic review of its antecedents and impact on performance. Journal of Marketing 2005, 69(2):24-41.
36. Ko Y.J., Pastore D.L. A hierarchical model of service quality for the recreational sport industry. Sport Marketing Quarterly 2005, 14(2):84-97.
37. Lovelock C., Gummesson E. Whither Service Marketing? In search of a new paradigm and fresh perspectives. Journal of Services Research 2004, 7(1):20-41.
38. Madrigal R. Cognitive and affective determinants of fan satisfaction with sporting event attendance. Journal of Leisure Research 1995, 27:205-227.
39. Madrigal R. Investigating an evolving leisure experience: Antecedents and consequences of spectator affect during a live sporting event. Journal of Leisure Research 2003, 35:23-48.
40. Mael F., Ashforth B.E. Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior 1992, 13:103-123.
41. McDonald M.A., Sutton W.A., Milne G.R. TEAMQUAL: Measuring service quality in professional team sports. Sport Marketing Quarterly 1995, 4(2):9-15.
42. Nunnally J.C. Psychometric theory 1978, McGraw Hill, New York. 2nd ed.
43. Oliver R.L. Satisfaction: A behavioral perspective on the consumer 1997, McGraw Hill, New York, NY.
44. Papadimitriou D.A., Karteroliotis K. The service quality expectations in private sport and fitness centers: A reexamination of the factor structure. Sport Marketing Quarterly 2000, 9(3):157-164.
45. Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing 1988, 64(1):12-40.
46. Peter J.P., Churchill G.A., Brown T.J. Caution in the use of difference scores in consumer research. Journal of Consumer Research 1993, 19(4):655-662.
47. Pine B.J., Gilmore J.H. Welcome to the experience economy. Harvard Business Review 1998, 76:97-105.
48. Pura M. Linking consumption value and loyalty in location-based mobile services. Managing Service Quality 2005, 15(6):509-538.
49. Rust R.T., Lemon K.N., Zeithaml V.A. Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing 2004, 68(1):109-127.
50. Rust R.T., Oliver R.L. Service quality: Insights and managerial implications from the Frontier. Service quality: New directions in theory and practice 1994, Sage Publications, Thousand Oaks, CA. R.T. Rust, R.L. Oliver (Eds.).
51. Seiders K., Voss G.B., Grewal D., Godfrey A.L. Do satisfied customers buy more? Examining moderating influences in a retailing context. Journal of Marketing 2005, 69(4):26-43.
52. Sheth J.N., Newman B.I., Gross B.L. Why we buy what we buy: A theory of consumption values. Journal of Business Research 1991, 22(2):159-171.
53. Shonk D.J., Chelladurai P. Service quality, satisfaction, and intent to return in event sport tourism. Journal of Sport Management 2008, 22:587-602.
54. Sutton W.A., McDonald M.A., Milne G.R., Cimperman J. Creating and fostering fan identification in professional sport. Sport Marketing Quarterly 1997, 6(1):15-22.
55. Voss K.E., Spangenberg E.R., Grohmann B. Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of Marketing Research 2003, 40(3):310-320.
56. Wakefield K.L., Blodgett J.G. Customer response to intangible and tangible service factors. Psychology and Marketing 1999, 16(1):51-68.
57. Wakefield K.L., Blodgett J.G., Sloan H.J. Measurement and management of the sportscape. Journal of Sport Management 1996, 10(1):15-31.
58. Wann D.L., Branscombe N.R. Die-hard and fair-weather fans: Effects of identification on BIRGing and CORFing tendencies. Journal of Sport and Social Issues 1990, 14:103-117.
59. Zaichkowsky J.L. Measuring the involvement construct. Journal of Consumer Research 1985, 12(3):341-352.
60. Zeithaml V.A., Berry L.L., Parasuraman A. The behavioral consequences of service quality. Journal of Marketing 1996, 60(2):31-46.
61. Zeithaml V.A., Bitner M.J. Services marketing: Integrating customer focus across the firm 2003, McGraw Hill, New York, NY. 3rd ed.