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Analysing the professional sport experience: A hierarchical approach

Author

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  • Michael D. Clemes
  • Gregory J. Brush
  • Mark J. Collins

Abstract

Strategically managing spectator perceptions of service quality and understanding how these perceptions affect value, satisfaction and behavioural intentions is very important if sports organisations are going to succeed in today's competitive entertainment environment. As a response to variations in the service quality dimensions found in previous sport and leisure studies, outcome focused sport satisfaction and process-dominant service quality factors are integrated with higher order attitudinal and behavioural constructs to develop a hierarchical model of the professional sport experience. Eleven first-order sub-dimensions are present in the hierarchical factor structure. The study's findings also support inclusion of the second-order primary dimensions of service quality: interaction quality, physical environment quality and outcome quality. Fanship (enduring involvement), service quality, value, satisfaction and behavioural intentions are found to be positively related. The third-order hierarchical model significantly improves on the explanatory power of previous service quality and sport spectator satisfaction models.

Suggested Citation

  • Michael D. Clemes & Gregory J. Brush & Mark J. Collins, 2011. "Analysing the professional sport experience: A hierarchical approach," Sport Management Review, Taylor & Francis Journals, vol. 14(4), pages 370-388, October.
    • Handle: RePEc:taf:rsmrxx:v:14:y:2011:i:4:p:370-388
    DOI: 10.1016/j.smr.2010.12.004
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    Citations

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    Cited by:

    1. Wakefield, Lane T. & Bennett, Gregg, 2018. "Sports fan experience: Electronic word-of-mouth in ephemeral social media," Sport Management Review, Elsevier, vol. 21(2), pages 147-159.
    2. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2016. "Predicting future intentions of basketball spectators using SEM and fsQCA," Journal of Business Research, Elsevier, vol. 69(4), pages 1396-1400.
    3. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    4. Jerónimo García-Fernández & Jesús Fernández-Gavira & Antonio Jesús Sánchez-Oliver & Pablo Gálvez-Ruíz & Moisés Grimaldi-Puyana & Gabriel Cepeda-Carrión, 2020. "Importance-Performance Matrix Analysis (IPMA) to Evaluate Servicescape Fitness Consumer by Gender and Age," IJERPH, MDPI, vol. 17(18), pages 1-19, September.
    5. Antonio Fernández-Martínez & David Cabello-Manrique & Antonio Francisco Roca-Cruz & Alberto Nuviala, 2022. "The Influence of Small-Scale Sporting Events on Participants’ Intentions to Recommend the Host City," Sustainability, MDPI, vol. 14(13), pages 1-15, June.
    6. Harrison, Sara, 2014. "Measuring the impact of ‘leadership, context, the nature of the event and induced event experience’ on brand creation for the Sevens Wellington Rugby Tournament," MBA Research Papers 14688, Victoria University of Wellington, School of Management.
    7. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    8. Calabuig Moreno, Ferran & Crespo Hervás, Josep & Mundina Gómez, Javier, 2012. "Efecto del coste percibido, la calidad de servicio y la satisfacción sobre las intenciones futuras del espectador/Effect of Perceived Cost, Service Quality and Satisfaction on Future Intentions of Spe," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 30, pages 619-636, Agosto.
    9. 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.
    10. Ersin Eskiler & Remzi Altunışık, 2021. "The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents," SAGE Open, , vol. 11(2), pages 21582440211, May.
    11. Morten Kringstad & Tor-Eirik Olsen & Tor Georg Jakobsen & Rasmus K. Storm & Nikolaj Schelde, 2021. "Match Experience at the Danish Women’s Soccer National A-Team Matches: An Explorative Study," Sustainability, MDPI, vol. 13(5), pages 1-20, March.
    12. Howat, Gary & Assaker, Guy, 2016. "Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia," Sport Management Review, Elsevier, vol. 19(5), pages 520-535.
    13. Josep Crespo Hervás & Vicente Prado-Gascó & María Huertas González-Serrano, 2020. "Perceived Value in Sporting Events (PVSP): A Further Step for the Strategic Management," Sustainability, MDPI, vol. 12(14), pages 1-19, July.
    14. Edson Coutinho da Silva & Alexandre Luzzi Las Casas, 2018. "The Key-Attributes That Influence the Fans¡¯ Perceptions of the Corinthians¡¯ Ecosystem," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 9(4), pages 50-63, July.
    15. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2015. "Spectator emotions: Effects on quality, satisfaction, value, and future intentions," Journal of Business Research, Elsevier, vol. 68(7), pages 1445-1449.
    16. Fernando García-Pascual & David Parra-Camacho & Gabriel Martínez Rico, 2023. "Customer Experience in Sports Centres: Adaptation and Validation of a Measurement Scale," Sustainability, MDPI, vol. 15(7), pages 1-12, March.
    17. Edson Coutinho da Silva & Alexandre Luzzi Las Casas, 2018. "Sports Ecosystem of the “Triad of São Paulo”: Sports Marketing Management According to Fans," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 1-41, August.
    18. Bin Wang & Zhaoping Yang & Fang Han & Hui Shi, 2016. "Car Tourism in Xinjiang: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty," Sustainability, MDPI, vol. 9(1), pages 1-16, December.
    19. Jiang, Jingxian & Ellis, Gary D. & Ettekal, Andrea V. & Nelson, Chad, 2022. "Situational engagement experiences: Measurement options and theory testing," Journal of Business Research, Elsevier, vol. 150(C), pages 223-236.
    20. Michael D. Clemes & Kathryn Bicknell & Xuedong Li & Nicole Long, 2021. "Clicks or Bricks? Online Shopping Adoption in Australia," Business and Economic Research, Macrothink Institute, vol. 11(4), pages 78-103, December.
    21. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.
    22. Manuel Jesús Baena-Arroyo & Jerónimo García-Fernández & Pablo Gálvez-Ruiz & Moisés Grimaldi-Puyana, 2020. "Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes," Sustainability, MDPI, vol. 12(3), pages 1-16, January.
    23. Calabuig, F. & Núñez-Pomar, Juan & Prado-Gascó, Vicente & Añó, V., 2014. "Effect of price increases on future intentions of sport consumers," Journal of Business Research, Elsevier, vol. 67(5), pages 729-733.

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