IDEAS home Printed from https://ideas.repec.org/a/eee/spomar/v5y2002i2p99-128.html
   My bibliography  Save this article

The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators

Author

Listed:
  • Van Leeuwen, Linda
  • Quick, Shayne
  • Daniel, Kerry

Abstract

Customer satisfaction is associated with numerous positive business outcomes and is recognised as an important field of study. However, only limited research has addressed the satisfaction of sport spectators, with even fewer studies examining the determinants of this satisfaction. Yet an understanding of how spectators arrive at evaluations of satisfaction or dissatisfaction provides a useful insight for directing marketing and operational efforts. The Sport Spectator Satisfaction Model (SSSM) is an extension of the Disconfirmation of Expectations Model (DEM) accommodating unique aspects of the sport product, as well as accommodating the core and peripheral dimensions of the spectator service. The SSSM depicts club identification and the win/lose phenomenon as considerable influences on the satisfaction spectators derive from the game and its peripheral services. The SSSM integrates marketing theory, social identity theory and sport marketing theory to broaden our understanding of spectator satisfaction and provide a platform for further research.

Suggested Citation

  • Van Leeuwen, Linda & Quick, Shayne & Daniel, Kerry, 2002. "The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators," Sport Management Review, Elsevier, vol. 5(2), pages 99-128, November.
  • Handle: RePEc:eee:spomar:v:5:y:2002:i:2:p:99-128
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1441352302700636
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Oliver, Richard L & Swan, John E, 1989. " Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction," Journal of Consumer Research, Oxford University Press, vol. 16(3), pages 372-383, December.
    2. Belk, Russell W, 1988. " Possessions and the Extended Self," Journal of Consumer Research, Oxford University Press, vol. 15(2), pages 139-168, September.
    3. Oliver, Richard L & DeSarbo, Wayne S, 1988. " Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Oxford University Press, vol. 14(4), pages 495-507, March.
    4. Whitney, James D, 1988. "Winning Games versus Winning Championships: The Economics of Fan Interest and Team Performance," Economic Inquiry, Western Economic Association International, vol. 26(4), pages 703-724, October.
    5. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-430, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. repec:eee:spomar:v:20:y:2017:i:5:p:427-442 is not listed on IDEAS
    2. Martinez Caro, Laura & Martinez Garcia, Jose Antonio, 2007. "Cognitive-affective model of consumer satisfaction. An exploratory study within the framework of a sporting event," Journal of Business Research, Elsevier, vol. 60(2), pages 108-114, February.
    3. repec:eee:spomar:v:20:y:2017:i:3:p:296-308 is not listed on IDEAS
    4. McDonald, Heath & Karg, Adam J. & Vocino, Andrea, 2013. "Measuring season ticket holder satisfaction: Rationale, scale development and longitudinal validation," Sport Management Review, Elsevier, vol. 16(1), pages 41-53.
    5. Clemes, Michael D. & Brush, Gregory J. & Collins, Mark J., 2011. "Analysing the professional sport experience: A hierarchical approach," Sport Management Review, Elsevier, vol. 14(4), pages 370-388.
    6. Kim, May & Trail, Galen T., 2010. "The effects of service provider employment status and service quality exchange on perceived organizational image and purchase intention," Sport Management Review, Elsevier, vol. 13(3), pages 225-234, August.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:spomar:v:5:y:2002:i:2:p:99-128. 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: (Dana Niculescu). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/716936/description#description .

    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 CitEc recognized a reference but did not link an item in RePEc 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 RePEc Author Service 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.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.