Driving NFL Fan Satisfaction and Return Intentions With Concession Service Quality

Brian V. Larson · Ross B. Steinman

37 citations0/0 files storedServices Marketing Quarterly

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Customer Service Quality and Loyalty Sports, Gender, and Society Service and Product Innovation

Abstract

Sports organizations have begun to focus on assessing quality. Rising ticket prices, skyrocketing team costs for owners, and increasing competition from other entertainment entities make service quality central. SERVQUAL, as applied to a National Football League (NFL) game day concession experience is discussed in this paper. Studies were conducted at two separate NFL games where total of 558 respondents reported assessments of service quality and important dependent variables. The results help to clarify the impact of key service quality drivers on fan satisfaction and return intentions. Results are reported and conclusions and recommendations are drawn dealing with how fans respond to the key dimensions of service.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study 1996A Reexamination of the Determinants of Consumer Satisfaction 1987Attitudes, Traits, and Actions: Dispositional Prediction of Behavior in Personality and Social Psychology 1993Improving the measurement of service quality 1996A Reexamination of the Determinants of Consumer Satisfaction 2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

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