In pursuit of understanding what drives fan satisfaction

Journal of Leisure Research

Volumn 46, Issue 4, 2014, Pages 419-447

  Sarstedt, Marko ^a,b   Ringle, Christian M ^b,c   Raithel, Sascha ^d   Gudergan, Siegfried P ^b  

^a OTTO VON GUERICKE UNIVERSITY   (Germany)

^b UNIVERSITY OF NEWCASTLE   (Australia)

^c HAMBURG UNIVERSITY OF TECHNOLOGY   (Germany)

^d UNIVERSITY OF MUNICH   (Germany)

Author keywords

Formative measurement; Leisure experience; Multi attribute model; Partial least squares; Satisfaction

Indexed keywords

LEAST SQUARES METHOD; LEISURE INDUSTRY; MODEL TEST; MODEL VALIDATION; PREDICTION; PSYCHOLOGY; RECREATIONAL ACTIVITY; SOCIAL BEHAVIOR; SPORT;

EID: 84904536123     PISSN: 00222216     EISSN: None     Source Type: Journal    
DOI: 10.1080/00222216.2014.11950335     Document Type: Review

References (134)

1. Abosag, I., Roper, S., & Hind, D. (2012). Examining the relationship between brand emotion and brand extension among supporters of professional football clubs. European Journal of Marketing, 46(9), 1233-1251.
2. Anderson, E. W., Fornell, C. G., & Mazvancheryl, S. K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68(4), 172-185. (Pubitemid 39508319)
3. Anderson, E. W., & Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain. Journal of Service Research, 3(2), 107-120.
4. Armstrong, J. S., & Overton, T. S. (1977). Estimating Nonresponse Bias in Mail Surveys. Journal of Marketing Research, 14(3), 396-402.
5. Armstrong, K. L. (2008). Consumers of Color and the "Culture" of Sport Attendance: Exploratory Insights. Sport Marketing Quarterly, 17(4), 218-231.
6. AutomotiveNews. (2012). GM targets world with Man U deal. Automotive News. Retrieved from http://www.autonews.com/apps/pbcs.dll/article?AID=/ 20120604/RE-TAIL03/306049957/1430/gm-targets-world-with-man-u- deal#axzz2RU4wDNfm.
7. Baade, R. A., & Tiehen, L. J. (1990). An Analysis of Major League Baseball Attendance, 1969-1987. Journal of Sport and Social Issues, 14(1), 14-32.
8. Becker, J.-M., Rai, A., Ringle, C. M., & Völckner, F. (2013). Discovering Unobserved Heterogeneity in Structural Equation Models to Avert Validity Threats. MIS Quarterly, 37(3), 665-694.
9. Bergkvist, L., & Rossiter, J. R. (2007). The Predictive Validity of Multiple-Item Versus Single-Item Measures of the Same Constructs. Journal of Marketing Research, 44(2), 175-184.
10. Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57-71.
11. Blatter, P., Fritschi, P., & Oberholzer, M. (2000). Kick-starting soccer. McKinsey Quarterly, 2000(4), 6-9.
12. Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley.
13. Bolton, R. N., & Drew, J. H. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, 17(4), 375-384.
14. Branvold, S. E., Pan, D. W., & Gabert, T. E. (1997). Effects of Winning Percentage and Market Size on Attendance in Minor League Baseball. Sport Marketing Quarterly, 6(4), 35-42.
15. Buhler, A., Heffernan, T., & Hewson, P. (2007). The Soccer Club-Sponsor Relationship: Identifying the Critical Variables for Success. International Journal of Sports Marketing & Sponsorship, 8(4), 291-309.
16. Chang, K. (2000). The Impact of Perceived Physical Environments on Customers' Satisfaction and Return Intentions. Journal of Professional Services Marketing, 21(2), 75-85.
17. Chin, W. W. (1998). The Partial Least Squares Approach to Structural Equation Modeling. In G. A. Marcoulides (Ed.), Modern Methods for Business Research (pp. 295-358). Mahwah: Erlbaum.
18. Connor, M. (2013). Are ordinary fans being priced out of football? Alt-Youth, Retrieved from http://alt-youth.com/2013/03/15/are-ordinary-fans- being-priced-out-of-football/.
19. Crosby, L. A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. Journal of Marketing Research, 24(4), 404-411.
20. d'Astous, A., & Boujbel, L. (2009). Positioning Countries on Personality Dimensions: Scale Development and Implications for Country Marketing. Journal of Business Research, 60(3), 231-239.
21. Desbores, M. (2007). Introduction: New Directions for Marketing Football. In M. Desbores (Ed.), Marketing and football: An international perspective (pp. 1-15). Oxford: Butterworth-Heineman.
22. DeSchriver, T. D. (1999). Factors Affecting Spectator Attendance at NCAA Division II Football Contests. International Sports Journal, 3(2), 55-65.
23. Diamantopoulos, A., Riefler, P., & Roth, K. P. (2008). Advancing Formative Measurement Models. Journal of Business Research, 61(12), 1203-1218.
24. Diamantopoulos, A., Sarstedt, M., Fuchs, C., Kaiser, S., & Wilczynski, P. (2012). Guidelines for Choosing Between Multi-item and Single-item Scales for Construct Measurement: A Predictive Validity Perspective. Journal of the Academy of Marketing Science, 40(3), 434-449.
25. Diamantopoulos, A., & Siguaw, J. A. (2006). Formative vs. Reflective Indicators in Measure Development: Does the Choice of Indicators Matter? British Journal of Management, 13(4), 263-282. (Pubitemid 44893384)
26. Diamantopoulos, A., & Winklhofer, H. M. (2001). Index Construction with Formative Indicators: An Alternative to Scale Development. Journal of Marketing Research, 38(2), 269-277.
27. Drolet, A. L., & Morrison, D. G. (2001). Do We Really Need Multiple-Item Measures in Service Research? Journal of Service Research, 3(3), 196-204. doi: 10.1177/109467050133001
28. ESPNFC. (2013). G erman Bundesliga Stats: Team Attendance - 2012-13. ESPNFC, Retrieved from http://espnfc.com/stats/attendance/-/league/ger.1/year/ 2000/german-bundesliga?cc=5739#.
29. Gao, T. T., Sirgy, M. J., & Johar, J. S. (2010). Developing a Measure to Capture Marketing Faculty's Perceptions of Unethical Behavior. Journal of Business Research, 63(4), 366-371.
30. Greenstein, T. N., & Marcum, J. P. (1981). Factors Affecting Attendance at Major League Baseball: I. Team Performance. Review of Sport and Leisure, 6(2), 21-33.
31. 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.
32. Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2006). 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.
33. Grove, S. J., Pickett, G. M., Jones, S. A., & Dorsch, M. J. (2012). Spectator Rage as the Dark Side of Engaging Sport Fans. Journal of Service Research, 15(1), 3-20. doi: 10.1177/1094670511428166
34. Gudergan, S. P., & Ellis, S. R. (2007). The Link between Perceived Service Value and Customer Satisfaction. Journal of Customer Behaviour, 6(3), 249-267.
35. Gudergan, S. P., Ringle, C. M., Wende, S., & Will, A. (2008). Confirmatory Tetrad Analysis in PLS Path Modeling. Journal of Business Research, 61(12), 1238-1249.
36. Gustafsson, A., & Johnson, M. D. (2004). Determining Attribute Importance in a Service Satisfaction Model. Journal of Service Research, 7(2), 124-141.
37. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage.
38. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139-151.
39. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. Long-Range Planning, 46(1-2), 1-12.
40. Hair, J. F., Sarstedt, M., Pieper, T. M., & Ringle, C. M. (2012). Applications of Partial Least Squares Path Modeling in Management Journals: A Review of Past Practices and Recommendations for Future Applications. Long-Range Planning, 45(5-6), 320-340.
41. Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An Assessment of the Use of Partial Least Squares Structural Equation Modeling in Marketing Research. Journal of the Academy of Marketing Science, 40(3), 414-433.
42. Hansen, H., & Gauthier, R. (1989). Factors Affecting Attendance at Professional Sport Events. Journal of Sport Management (3), 15-32.
43. Harris, L. C., & Ogbonna, E. (2008). The Dynamics Underlying Service Firm-Customer Relationships: Insights From a Study of English Premier League Soccer Fans. Journal of Service Research, 10(4), 382-399.
44. Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., Ketchen, D. J., Hair, J. F., Hult, G. T. M., & Calantone, R. J. (2014). Common Beliefs and Reality about Partial Least Squares: Comments on Rönkkö and Evermann (2013). Organizational Research Methods, 17(2), 182-209.
45. Henseler, J., Ringle, C. M., & Sarstedt, M. (2012). Using Partial Least Squares Path Modeling in International Advertising Research: Basic Concepts and Recent Issues. In S. Okazaki (Ed.), Handbook of Research in International Advertising (pp. 252-276). Cheltenham: Edward Elgar Publishing.
46. Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The Use of Partial Least Squares Path Modeling in International Marketing. In R. R. Sinkovics & P. N. Ghauri (Eds.), Advances in International Marketing (Vol. 20, pp. 277-320). Bingley: Emerald.
47. Henseler, J., & Sarstedt, M. (2013). Goodness-of-Fit Indices for Partial Least Squares Path Modeling. Computational Statistics, 28(2), 565-580.
48. Herzberg, F. (1974). Work and the nature of man. London: Crosby Lockwood Staples.
49. Hill, B., & Green, B. C. (2000). Repeat Attendance as a Function of Involvement, Loyalty, and the Sportscape Across Three Football Contexts Sport Management Review, 3(2), 145-162.
50. Höck, C., Ringle, C. M., & Sarstedt, M. (2010). Management of Multi-Purpose Stadiums: Importance and Performance Measurement of Service Interfaces. International Journal of Services Technology and Management, 14(2/3), 188-207.
51. Homburg, C., & Rudolph, B. (2001). Customer Satisfaction in Industrial Markets: Dimensional and Multiple Role Issues. Journal of Business Research, 52(1), 15-33. (Pubitemid 33623587)
52. Jarvis, C. B., MacKenzie, S. B., & Podsakoff, P. M. (2003). A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research. Journal of Consumer Research, 30(2), 199-218. (Pubitemid 37374305)
53. Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21(4), 695-707.
54. Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267-286.
55. Jöreskog, K. G. (1978). Structural Analysis of Covariance and Correlation Matrices. Psychometrika, 43(4), 443-477.
56. Kellar, G. M., & Preis, M. W. (2003). Modeling Increased Repurchase Intentions in High-Tech B2B Markets Using an Information Theoretic Approach. Academy of Marketing Studies Journal, 7(2), 55-73.
57. Kelly, J. R. (1987). Freedom to be: A new sociology of leisure. New York: Macmillan.
58. Kennett, P. A., Sneath, J. Z., & Henson, S. (2001). Fan Satisfaction and Segmentation: A Case Study of Minor League Hockey Spectators. Journal of Targeting, Measurement and Analysis for Marketing, 10(2), 132-142.
59. Ko, Y. J., & Pastore, D. L. (2004). Current Issues and Conceptualizations of Service Quality in the Recreation Sport Industry. Sport Marketing Quarterly, 13(2), 158-166.
60. Kuppelwieser, V., & Sarstedt, M. (2014). Confusion About the Dimensionality and Measurement Specification of the Future Time Perspective Scale. International Journal of Advertising (in press).
61. Kwon, H. H., Trail, G. T., & Anderson, D. S. (2005). Are multiple points of attachment necessary to predict cognitive, affective, conative, or behavioral loyalty? Sport Management Review, 8(3), 255-270.
62. LaTour, S. A., & Peat, N. C. (1979). Conceptual and Methodological Issues in Consumer Satisfaction Research. In W. D. Perreault (Ed.), Advances in consumer research (6th ed., pp. 431-437). Ann Arbor, MI: Association for Consumer Research.
63. Laverie, D. A., & Arnett, D. B. (2000). Factors Affecting Fan Attendance: The Influence of Identity Salience and Satisfaction. Journal of Leisure Research, 32(2), 225-246.
64. Lee, L., Petter, S., Fayard, D., & Robinson, S. (2011). On the Use of Partial Least Squares Path Modeling in Accounting Research. International Journal of Accounting Information Systems, 12(4), 305-328.
65. Lee, Y., & Datillo, J. (1994). The Complex and Dynamic Nature of Leisure Experience. Journal of Leisure Research, 24(3), 195-211.
66. Lietz, P. (2010). Questionnaire Design: Lessons from Cognitive and Communication Research. International Journal of Market Research, 52(2), 249-272.
67. MacKenzie, S. B., Podsakoff, P. M., & Jarvis, C. B. (2005). The Problem of Measurement Model Misspecification in Behavioral and Organizational Research and Some Recommended Solutions. Journal of Applied Psychology, 90(4), 710-730. (Pubitemid 41304795)
68. Madrigal, R. (1995). Cognitive and Affective Determinants of Fan Satisfaction with Sporting Event Attendance. Journal of Leisure Research, 27(3), 205-227.
69. Madrigal, R. (2006). Measuring the Multidimensional Nature of Sporting Event Performance Consumption. Journal of Leisure Research, 38(3), 267-292. (Pubitemid 44257759)
70. Marcum, J. P., & Greenstein, T. N. (1985). Factors Affecting Attendance of Major League Baseball: II. A Within-Season Analysis. Sociology of Sport Journal, 2(4), 314-322.
71. Martínez Caro, L., & Martínez García, J. A. (2007). Cognitive-Affective Model of Consumer Satisfaction: An Exploratory Study within the Framework of a Sporting Event. Journal of Business Research, 60(2), 108-114.
72. Mason, D. S. (1999). What is the Sports Product and Who Buys It? The Marketing of Professional Sports Leagues. European Journal of Marketing, 33(3/4), 402-418.
73. Mathies, C., & Gudergan, S. P. (2012). Do status levels in loyalty programmes change customers' willingness to pay? Journal of Revenue & Pricing Management, 11(3), 274-288.
74. Matsuoka, H., Chelladurai, P., & Harada, M. (2003). Direct and Interaction Effects of Team Identification and Satisfaction on Intention to Attend Games. Sport Marketing Quarterly, 12(4), 244-253.
75. Molinaro, J., & Doyle, J. (2013). Serie A Strangled by Violence and Corruption. SPORTSNET, Retrieved from http://www.sportsnet.ca/magazine/serie-a- italy-corrution-racism-violence
76. Mooi, E. A., & Sarstedt, M. (2011). A concise guide to market research: The process, data, and methods using IBM SPSS Statistics. Berlin: Springer.
77. Mullin, B. J., Hardy, S., & Sutton, W. A. (2007). Sport marketing (3rd ed.). Champaign, IL: Human Kinetics.
78. 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.
79. Nagel, S. (2008). Goals of sports clubs. European Journal for Sport and Society, 5(2), 121-141.
80. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
81. Pan, D. W., Gabert, T. E., McGaugh, E. C., & Branvold, S. E. (1997). Factors and Differential Demographic Effects on Purchases of Season Tickets for Intercollegiate Basketball Games. Journal of Sport Behavior, 20(4), 447-464.
82. Peng, D. X., & Lai, F. (2012). Using Partial Least Squares in Operations Management Research: A Practical Guideline and Summary of Past Research. Journal of Operations Management, 30(6), 467-480.
83. Pons, F., Mourali, M., & Nyeck, S. (2006). Consumer Orientation Toward Sporting Events: Scale Development and Validation. Journal of Service Research, 8(3), 276-287. (Pubitemid 43706251)
84. Preis, M. W., & Kellar, G. M. (2003). An Information Theoretic Approach to Modeling Customer Satisfaction for Low-Tech Industrial Offerings. Journal of Academy of Business and Economics, 1(2), 209-217.
85. Raithel, S., Sarstedt, M., Scharf, S. M., & Schwaiger, M. (2012). On the Value Relevance of Customer Satisfaction. Multiple Drivers and Multiple Markets. Journal of the Academy of Marketing Science, 40(5), 509-525.
86. Reinartz, W., Haenlein, M., & Henseler, J. (2009). An Empirical Comparison of the Efficacy of Covariance-Based and Variance-Based SEM. International Journal of Research in Marketing, 26(4), 332-344.
87. Rigdon, E. E., Ringle, C. M., & Sarstedt, M. (2010). Structural Modeling of Heterogeneous Data with Partial Least Squares. In N. K. Malhotra (Ed.), Review of Marketing Research (Vol. 7, pp. 255-296). Armonk: Sharpe.
88. Rigdon, E. E., Ringle, C. M., Sarstedt, M., & Gudergan, S. P. (2011). Assessing Heterogeneity in Customer Satisfaction Studies: Across Industry Similarities and Within Industry Differences. Advances in International Marketing, 22, 169-194.
89. Ringle, C. M., Sarstedt, M., & Mooi, E. A. (2010). Response-Based Segmentation Using Finite Mixture Partial Least Squares: Theoretical Foundations and an Application to American Customer Satisfaction Index Data. Annals of Information Systems, 8, 19-49.
90. Ringle, C. M., Sarstedt, M., & Schlittgen, R. (2010). Finite Mixture and Genetic Algorithm Segmentation in Partial Least Squares Path Modeling: Identification of Multiple Segments in a Complex Path Model. In A. Fink, B. Lausen, W. Seidel & A. Ultsch (Eds.), Advances in data analysis, data handling, and business intelligence (pp. 167-176). Berlin-Heidelberg: Springer.
91. Ringle, C. M., Sarstedt, M., & Schlittgen, R. (2013). Genetic Algorithm Segmentation in Partial Least Squares Structural Equation Modeling. OR Spectrum, DOI: 10.1007/s00291-013-0320-0.
92. Ringle, C. M., Sarstedt, M., Schlittgen, R., & Taylor, C. R. (2013). PLS Path Modeling and Evolutionary Segmentation. Journal of Business Research, 66(9), 1318-1324.
93. Ringle, C. M., Sarstedt, M., & Straub, D. W. (2012). A Critical Look at the Use of PLS-SEM in MIS Quarterly. MIS Quarterly, 36(1), iii-xiv.
94. Ringle, C. M., Sarstedt, M., & Zimmermann, L. (2011). Customer Satisfaction with Commercial Airlines: The Role of Perceived Safety and Purpose of Travel. Journal of Marketing Theory and Practice, 19(4), 459-472.
95. Ringle, C. M., Wende, S., & Will, A. (2005). SmartPLS 2.0: www.smartpls.de.
96. Sarstedt, M. (2008). A Review of Recent Approaches for Capturing Heterogeneity in Partial Least Squares Path Modelling. Journal of Modelling in Management, 3(2), 140-161.
97. Sarstedt, M., Becker, J.-M., Ringle, C. M., & Schwaiger, M. (2011). Uncovering and Treating Unobserved Heterogeneity with FIMIX-PLS: Which Model Selection Criterion Provides an Appropriate Number of Segments? Schmalenbach Business Review, 63(1), 34-62.
98. Sarstedt, M., Henseler, J., & Ringle, C. M. (2011). Multi-Group Analysis in Partial Least Squares (PLS) Path Modeling: Alternative Methods and Empirical Results. In M. Sarstedt, M. Schwaiger & C. R. Taylor (Eds.), Advances in International Marketing, (Vol. 22, pp. 195-218): Emerald Group Publishing Limited.
99. Sarstedt, M., & Ringle, C. M. (2010). Treating Unobserved Heterogeneity in PLS Path Modelling: A Comparison of FIMIX-PLS with Different Data Analysis Strategies. Journal of Applied Statistics, 37(8), 1299-1318.
100. Sarstedt, M., Ringle, C. M., & Hair, J. F. (2014). PLS-SEM: Looking Back and Moving Forward. Long-Range Planning (in press).
101. Sarstedt, M., Ringle, C. M., Henseler, J., & Hair, J. F. (2014). On the Emancipation of PLS-SEM. Long-Range Planning (in press).
102. Sarstedt, M., & Schloderer, M. P. (2010). Developing a Measurement Approach for Reputation of Non-Profit Organizations. International Journal of Nonproft & Voluntary Sector Marketing, 15(3), 276-299.
103. Sarstedt, M., Schwaiger, M., & Ringle, C. M. (2009). Do We Fully Understand the Critical Success Factors of Customer Satisfaction with Industrial Goods? Extending Festge and Schwaiger's Model to Account for Unobserved Heterogeneity. Journal of Business Market Management, 3(3), 185-206.
104. Sarstedt, M., & Wilczynski, P. (2009). More for Less? A Comparison of Single-Item and Multi-Item Measures. Die Betriebswirtschaft, 69(2), 211-227.
105. Sarstedt, M., Wilczynski, P., & Melewar, T. C. (2013). Measuring Reputation in Global Markets: A Comparison of Reputation Measures' Convergent and Criterion Validities. Journal of World Business, 48(3), 329-339.
106. Schloderer, M. P., Sarstedt, M., & Ringle, C. M. (2014). The Relevance of Reputation in the Nonprofit Sector: The Moderating Effect of Socio-Demographic Characteristics. International Journal of Nonprofit and Voluntary Sector Marketing, 19(2), 110-126.
107. Schofield, J. A. (1983). Performance and Attendance at Professional Team Sports. Journal of Sport Behavior, 6(4), 196-206.
108. Shank, M. D. (2009). Sports marketing: A strategic perspective (4th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
109. Shonk, D. J., & Chelladurai, P. (2008). Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism. Journal of Sport Management, 22(5), 587-602.
110. Sutton, W. A., McDonald, M. A., & Milne, G. R. (1997). Creating and Fostering Fan Identification in Professional Sports. Sport Marketing Quarterly, 8(1), 15-22.
111. Taylor, T., & Toohey, K. (2006). Impacts of terrorism-related safety and security measures at a major sport event. Event Management, 9(4), 199-209.
112. Theodorakis, N. D., Kambitsis, C., & Laios, A. (1991). Relationship Between Measures of Service Quality and Satisfaction of Spectators in Professional Sports. Managing Service Quality, 11(6), 431-438.
113. Theodorakis, N. D., Koustelios, A., Robinson, L., & Barlas, A. (2009). Moderating Role of Team Identification on the Relationship Between Service Quality and Repurchase Intentions Among Spectators of Professional Sports. Managing Service Quality, 19(4), 456-473.
114. Tinsleya, H. E. A., & Tinsleya, D. J. (1986). A Theory of the Attributes, Benefits, and Causes of Leisure Experience. Leisure Sciences, 8(1), 1-45.
115. Tomlinson, M., Buttle, F., & Moores, B. (1995). The fan as customer: Customer service in sports marketing. Journal of Hospitality and Leisure Marketing, 3(1), 19-36.
116. Trail, G. T, Anderson, D. F., & Fink, J. S. (2005). Consumer Satisfaction and Identity Theory: A Model of Sport Spectator Conative Loyalty. Sport Marketing Quarterly, 14(2), 98-112.
117. Uhrich, S., & Benkenstein, M. (2010). Sport stadium atmosphere: formative and reflective indicators for operationalizing the construct. Journal of Sport Management, 24(2), 211-237.
118. Van Leeuwen, L., Quick, S., & Daniel, K. (2002). The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators. Sport Management Review, 5(2), 99-128.
119. Wakefield, K. L., & Blodgett, J. G. (1994). The Importance of Servicescapes in Leisure Service Settings. Journal of Services Marketing, 8(3), 66.
120. Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customer's behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45.
121. Wakefield, K. L., Blodgett, J. G., & Sloan, H. J. (1996). Measurement and Management of the Sportscape. Journal of Sport Management, 10(1), 15-31.
122. Wakefield, K. L., & Sloan, H. J. (1995). The Effects of Team Loyalty and Selected Stadium Factors on Spectator Attendance. Journal of Sport Management, 9(2), 153-172.
123. Wall, G. V., & Myers, K. (1989). Factors Influencing Attendance: Toronto Blue Jays Game. Sport Place International: An International Magazine of Sports, 31(1/2), 29-33.
124. Wang, P., Gudergan, S. P., & Lings, I. (2008). The role of product involvement in e-service evaluations. International Journal of Electronic Marketing and Retailing, 2(1), 59-79.
125. Wanous, J. P., Reichers, A., & Hudy, M. J. (1997). Overall Job Satisfaction: How Good are Single-Item Measures? Journal of Applied Psychology, 82(2), 247-252.
126. Wilden, R., & Gudergan, S. P. (2014). The impact of dynamic capabilities on operational marketing and technological capabilities: investigating the role of environmental turbulence. Journal of the Academy of Marketing Science, 10.1007/s11747-014-0380-y, 1-19.
127. Wold, H. (1982). Soft Modeling: The Basic Design and Some Extensions. In K. G. Jöreskog & H. Wold (Eds.), Systems under indirect observations: Part II (pp. 1-54). Amsterdam: North-Holland.
128. Wolf, M. G. (1970). Need Gratification Theory: A Theoretical Reformulation of Job Satisfaction/Dissatisfaction and Job Motivation. Journal of Applied Psychology, 54(1), 87-94.
129. Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modelling Consumer Satisfaction Processes Using Experience Based Norms. Journal of Marketing Research, 20(3), 296-304.
130. Yang, B., Watkins, K. E., & Marsick, V. J. (2004). The Construct of the Learning Organization: Dimensions, Measurement, and Validation. Human Resource Development Quarterly, 15(1), 31-55.
131. Yoshida, M., & James, J. D. (2010). Customer Satisfaction With Game and Service Experiences: Antecedents and Consequences. Journal of Sport Management, 24(3), 338-361.
132. Yusof, A., & Lee, H. S. (2008). Spectator Perceptions of Physical Facility and Team Quality: A Study of a Malaysian Super League Soccer Match. Research Journal of International Studies, (8), 132-140.
133. Zhang, J. J., Pease, D. G., Smith, D. W, Lee, J. T, Lam, E. T. C, & Jambor, E. A. (1997). Factors Affecting the Decision Making of Spectators to Attend Minor League Hockey Games. International Sports Journal, 1(1), 39-53.
134. Zhang, J. J., Smith, D. W, Pease, D. G., & Lam, E. T. C. (1998). Dimensions of Spectator Satisfaction Toward Support Programs of Professional Hockey Games. International Sports Journal, 2(2), 1-17.