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Relationship between measures of service quality and satisfaction of spectators in professional sports

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1995Why Satisfied Customers Defect2,226 cited
1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
1994Service Quality: New Directions in Theory and Practice1,701 cited
1989A Critical review of consumer satisfaction1,522 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited

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1999Service quality, customer satisfaction, and customer value: A holistic perspective1,086 cited

1995Service recovery: Impact on satisfaction and intentions652 cited

Cited by

2014Effect of Event Service Quality and Satisfaction on Happiness Among Runners of a Recurring Sport Event193 cited
2011Analysing the professional sport experience: A hierarchical approach181 cited
2012Event Quality, Perceived Value, Destination Image, and Behavioral Intention of Sports Events: The Case of the IAAF World Championship, Daegu, 2011167 cited
2019Determining customer satisfaction and loyalty from a value co-creation perspective138 cited
2020The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions137 cited
2008Can service quality predict spectators' behavioral intentions in professional soccer?115 cited
2006Measuring service quality in sport services111 cited
2009Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports106 cited
2015Spectator emotions: Effects on quality, satisfaction, value, and future intentions103 cited
2008An application of importance-performance analysis (IPA) to the management of sport centres97 cited
2021Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport89 cited
2013The role of service quality and ticket pricing on satisfaction and behavioural intention within professional football71 cited
2010The role of involvement and identification on event quality perceptions and satisfaction65 cited
2012The Relationships between Service Quality, Satisfaction, and Behavioral Intentions of Malaysian Spa Center Customers62 cited
2009Examination of the causal effects between the dimensions of service quality and spectator satisfaction in minor league baseball61 cited
2009Expectations, satisfaction and loyalty in health and fitness clubs60 cited