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Perceptions of the Service Experience: Using Demographic and Psychographic Variables to Identify Customer Segments

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References

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1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
1990Die-Hard and Fair-Weather Fans: Effects of Identification on BIRGing and CORFing Tendencies658 cited
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1996Customization of the service experience: the role of the frontline employee321 cited
1996Measurement and Management of the Sportscape261 cited

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1996Measuring customer service quality in sports and leisure centres230 cited

1994Relationships between Spectator Identification and Spectators' Perceptions of Influence, Spectators' Emotions, and Competition Outcome208 cited

Cited by

2008Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism337 cited
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2011Customer retention in sports organization marketing: examining the impact of team identification and satisfaction with team performance84 cited
2010Segmenting sport spectators: Construction and preliminary validation of the Sporting Event Experience Search (SEES) scale78 cited
2013The influence of event quality on revisit intention61 cited
2010The effects of customer age and recovery strategies in a service failure setting53 cited
2006Diversity Issues in Sport and Leisure50 cited
2007Using the Critical Incident Technique to Understand Critical Aspects of the Minor League Spectator's Experience43 cited
2011Examining Similarities and Differences in Consumer Motivation for Playing and Watching Soccer42 cited
2011A service quality framework in the context of professional football in Greece40 cited
2019The effects of peripheral service quality on spectators’ emotions and behavioural intentions38 cited
2008Spectator perceptions of physical facility and team quality : a study of a Malaysian Super League soccer match.34 cited
2006Motivational Factors Affecting Sports Consumption Behavior of K-league and J-league Spectators33 cited
2006The Influence of Consumer Identity on Perceptions of Store Atmospherics and Store Patronage at a Spectacular and Sustainable Retail Site32 cited
2008Service Fairness in Spectator Sport: The Importance of Voice and Choice on Customer Satisfaction25 cited
2008Utilizing importance data to identify customer segments for English public sport facilities25 cited