The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators
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.
Volume (Year): 5 (2002)
Issue (Month): 2 (November)
|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|
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.:
- Belk, Russell W, 1988. " Possessions and the Extended Self," Journal of Consumer Research, Oxford University Press, vol. 15(2), pages 139-68, September.
- Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-30, December.
- 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.
- 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 703-24, October.
- 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 372-83, December.
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.
If references are entirely missing, you can add them using this form.