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
