Author
Listed:
- Thomas J. Aicher
- Bob Heere
- Michael A. Odio
- Jeffery M. Ferguson
Abstract
The majority of sport service quality research uses a performance-only measurement technique, a major departure from the foundational theories upon which those studies are grounded. In this study we examined the utility of importance-performance analyses (IPA) to the measurement of sport service quality. Importance-performance analysis has been scantly used in sport literature, and the research that has employed it has ignored advancements: Gap 1 analysis, Gap 2 analysis, and three-factor theory. Data were collected via a partnership with a professional soccer club in the United States. A total of 680 respondents completed the online questionnaire, and responses were used to conduct the four analyses. Results demonstrate the utility of IPA and benefits of measuring both importance and performance to understand consumer attitudes when making service attribute decisions. The article analyzes a method to include importance and performance in evaluating sport service quality, which aligns better with service quality theories.The paper explains and demonstrates the utility of the different IPA methods.IPA methods provide useful insights into evaluating the service attributes and provides stronger recommendations compared to performance only measures.Three-factor theory measures relative importance and ties attribute performance to overall performance, a useful method for consumer behavior research.
Suggested Citation
Thomas J. Aicher & Bob Heere & Michael A. Odio & Jeffery M. Ferguson, 2023.
"Looking beyond performance: understanding service quality through the importance-performance analysis,"
Sport Management Review, Taylor & Francis Journals, vol. 26(3), pages 448-470, May.
Handle:
RePEc:taf:rsmrxx:v:26:y:2023:i:3:p:448-470
DOI: 10.1080/14413523.2022.2119722
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
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:taf:rsmrxx:v:26:y:2023:i:3:p:448-470. See general information about how to correct material in RePEc.
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.
We have no bibliographic references for this item. You can help adding them by using 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.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/rsmr .
Please note that corrections may take a couple of weeks to filter through
the various RePEc services.