IDEAS home Printed from https://ideas.repec.org/
MyIDEAS: Login to save this article or follow this journal

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

  • Yoshida, Masayuki
  • James, Jeffrey D.
Registered author(s):

    The service quality construct has been long understood as a combination of the quality of a service outcome and the quality of the interactions between customers, frontline employees, and the service environment. Although service quality has been described as a multidimensional, multi-level factor model, the aesthetic aspect of service quality still remains unexplored. The current study is one of the first attempts to develop measures for capturing three dimensions of service quality: aesthetic, technical, and functional. Data were collected from sport spectators in Japan (n = 283) and the United States (n = 343). The results provide evidence for a seven-factor model of service quality, which underlies the three second order dimensions. Furthermore, the effects of the three primary dimensions on respective criterion variables are reported. Including the aesthetic dimension, the results extend previous service quality research that has focused primarily on the functional and technical aspects.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL: http://www.sciencedirect.com/science/article/pii/S1441352309000680
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.

    Article provided by Elsevier in its journal Sport Management Review.

    Volume (Year): 14 (2011)
    Issue (Month): 1 (February)
    Pages: 13-24

    as
    in new window

    Handle: RePEc:eee:spomar:v:14:y:2011:i:1:p:13-24
    Contact details of provider: Web page: http://www.elsevier.com/wps/find/journaldescription.cws_home/716936/description#description

    Order Information: Postal: http://www.elsevier.com/wps/find/journaldescription.cws_home/716936/bibliographic
    Web: http://www.elsevier.com/wps/find/journaldescription.cws_home/716936/bibliographic

    References listed on IDEAS
    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:

    as in new window
    1. Zaichkowsky, Judith Lynne, 1985. " Measuring the Involvement Construct," Journal of Consumer Research, University of Chicago Press, vol. 12(3), pages 341-52, December.
    2. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. " Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, University of Chicago Press, vol. 19(4), pages 655-62, March.
    3. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    4. LAURENT, Gilles & CHANDON, Pierre & WANSINK, Brian, 2000. "A benefit congruency framework of sales promotion effectiveness," Les Cahiers de Recherche 698, HEC Paris.
    5. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
    6. Funk, Daniel C. & Ridinger, Lynn L. & Moorman, Anita M., 2003. "Understanding Consumer Support: Extending the Sport Interest Inventory (SII) to Examine Individual Differences among Women's Professional Sport Consumers," Sport Management Review, Elsevier, vol. 6(1), pages 1-31, May.
    Full references (including those not matched with items on IDEAS)

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:eee:spomar:v:14:y:2011:i:1:p:13-24. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Zhang, Lei)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.