Charles W. Jones
Kevin K. Byon
and Haiyan Huang

The purpose of this study is to examine the influence of controllable service quality factors as firm-based antecedents to two dimensions of customer engagement behavior among Formula One racing spectators. This study uses the theory of customer engagement (van Doorn et al., 2010) as a guiding framework and applies Bettencourt’s (1997) model of customer voluntary performance (CVP) to examine how perceptions of ancillary services and value can prompt management cooperation and prosocial behavior among spectators of a recurring mega sport event. Findings suggest that spectator interactions...Read more

Brody J. Ruihley
T. Christopher Greenwell

The aim of this paper is to identify service quality attributes of the sport participation experience that may be most influential to sport participants’ satisfaction (satisfiers) and dissatisfaction (dissatisfiers). Further, this study examined how these attributes may be different relative to the activity versus the service provider. Complaints and compliments relative to both the activity and the service provider were solicited and analyzed in order to gain a more thorough knowledge of the recreational customer’s service experience. A total of 1,010 complaints and compliments were...Read more

Stephen L. Shapiro

Service quality has been recognized as a strategic tool for improving organizational performance. Many non-profit organizations have taken a market-based approach to fundraising, which enhances the importance of service excellence. The purpose of this investigation was to examine donor perceptions of service quality in college athletics. First, an adapted version of Sargeant’s (2001) non-profit service quality instrument was examined to assess its appropriateness within the context of college athletic donors. Confirmatory factor analysis (CFA) and validity and reliability analyses provided...Read more

Young Ik Suh
Paul M. Pedersen

The purpose of this study was to examine participants’ perceptions of the service quality of fantasy sports websites and to understand the relationship between service quality, satisfaction, attitude, and actual usage associated with the websites. Furthermore, this study compared the proposed service-quality model with a rival model to examine the role of satisfaction and attitude as mediating variables. The proposed service quality measure consisted of four perceived service quality dimensions (i.e., ease of use, trust, content, and appearance). A convenience sample of 279 participants...Read more

Yosuke Tsuji
Gregg Bennett
James Zhang

The purpose of this study was to examine the relationships of service quality, satisfaction, and future intentions of attendees at a large-scale action sports event. More specifically, effects of core service quality and peripheral service quality on satisfaction and future intention were examined in an action sports event setting. Structural equation modeling was utilized to investigate the effects of the two service components on satisfaction and future intentions. Respondents (N = 2,297) were satisfied with the event and reported positive responses toward services provided by event...Read more