Measurement and Management of the Sportscape

Kirk L. Wakefield · Jeffrey G. Blodgett · Hugh J. Sloan

261 citations0/0 files storedJournal of Sport Management

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Sports, Gender, and Society Customer Service Quality and Loyalty Sport and Mega-Event Impacts

Abstract

The physical environment of the stadium may have a significant effect on the extent to which spectators will desire to stay and return to the stadium. Specific aspects of the stadium experience may lead directly to spectators' pleasure with the place, while other factors may contribute to negative feelings that may decrease pleasure. This study provides sports facility managers with a reliable survey instrument to determine how spectators perceive their facility. Recommendations are provided to guide stadium owners and managers in the effective management of the facility to maximize spectator satisfaction.

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References

1992Measuring Service Quality: A Reexamination and Extension 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1980A description of the affective quality attributed to environments.1985The Service encounter : managing employee/customer interaction in service businesses 1995The Effects of Team Loyalty and Selected Stadium Factors on Spectator Attendance 1992The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting 1980Path Analysis of Buyer Behavior under Conditions of Crowding

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2001Consumer perceptions of service quality attributes at sporting events 2010Customer Satisfaction With Game and Service Experiences: Antecedents and Consequences 2008Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism 2002Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience 2016Revisiting the host city: An empirical examination of sport involvement, place attachment, event satisfaction and spectator intentions at the London Olympics

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