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Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality

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  • Theodorakis, Nicholas D.
  • Alexandris, Kostas
  • Tsigilis, Nikolaos
  • Karvounis, Serafim

Abstract

The present study aimed to examine the relationships among service quality, satisfaction and spectators’ behavioural intentions, in the context of professional football. Using Gronroos’ (1984) theoretical framework, service quality was conceptualized in terms of technical (outcome) and functional (process-related) quality. Outcome quality was measured with two dimensions: game quality and team performance, while five dimensions were used to measure functional quality (tangibles, responsiveness, reliability, access and security). Three hundred and fifty (N=350) spectators of a professional football game in Greece participated in the study. The results provided support of the two total service quality model used. Furthermore, outcome quality was shown to have a stronger influence on spectators’ satisfaction levels than functional quality; finally, satisfaction was shown to partially mediate the relationship between service quality and spectators’ behavioural intentions. These results contribute to our theoretical understanding of the factors that predict spectators’ loyalty in professional football. Sport marketing implications are also discussed.

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  • Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.
    • Handle: RePEc:eee:spomar:v:16:y:2013:i:1:p:85-96
    DOI: 10.1016/j.smr.2012.05.004
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    20. Brown, Graham & Smith, Andrew & Assaker, Guy, 2016. "Revisiting the host city: An empirical examination of sport involvement, place attachment, event satisfaction and spectator intentions at the London Olympics," Tourism Management, Elsevier, vol. 55(C), pages 160-172.
    21. Ramkissoon, Haywantee & Mavondo, Felix T., 2015. "The satisfaction–place attachment relationship: Potential mediators and moderators," Journal of Business Research, Elsevier, vol. 68(12), pages 2593-2602.
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