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Service quality at sporting events: Is aesthetic quality a missing dimension?

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  • Yoshida, Masayuki
  • James, Jeffrey D.

Abstract

The service quality construct has been long understood as a combination of the quality of a service outcome and the quality of the interactions between customers, frontline employees, and the service environment. Although service quality has been described as a multidimensional, multi-level factor model, the aesthetic aspect of service quality still remains unexplored. The current study is one of the first attempts to develop measures for capturing three dimensions of service quality: aesthetic, technical, and functional. Data were collected from sport spectators in Japan (n = 283) and the United States (n = 343). The results provide evidence for a seven-factor model of service quality, which underlies the three second order dimensions. Furthermore, the effects of the three primary dimensions on respective criterion variables are reported. Including the aesthetic dimension, the results extend previous service quality research that has focused primarily on the functional and technical aspects.

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  • Yoshida, Masayuki & James, Jeffrey D., 2011. "Service quality at sporting events: Is aesthetic quality a missing dimension?," Sport Management Review, Elsevier, vol. 14(1), pages 13-24, February.
    • Handle: RePEc:eee:spomar:v:14:y:2011:i:1:p:13-24
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    References listed on IDEAS

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    Cited by:

    1. Yoshida, Masayuki & James, Jeffrey D. & Cronin, J. Joseph, 2013. "Sport event innovativeness: Conceptualization, measurement, and its impact on consumer behavior," Sport Management Review, Elsevier, vol. 16(1), pages 68-84.
    2. Harrison, Sara, 2014. "Measuring the impact of ‘leadership, context, the nature of the event and induced event experience’ on brand creation for the Sevens Wellington Rugby Tournament," MBA Research Papers 14688, Victoria University of Wellington, School of Management.
    3. Shin, Jin-ho & Lyu, Seong Ok, 2019. "Using a discrete choice experiment to estimate spectators’ willingness to pay for professional baseball park sportscape," Sport Management Review, Elsevier, vol. 22(4), pages 502-512.
    4. Xiaoying Chen & Brian H. Yim & Ziqing Tuo & Liangjun Zhou & Ting Liu & James J. Zhang, 2021. "“One Event, One City”: Promoting the Loyalty of Marathon Runners to a Host City by Improving Event Service Quality," Sustainability, MDPI, vol. 13(7), pages 1-13, March.
    5. Theodorakis, Nicholas D. & Alexandris, Kostas & Tsigilis, Nikolaos & Karvounis, Serafim, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Elsevier, vol. 16(1), pages 85-96.
    6. Anastasia Stathopoulou & Tommy Kweku Quansah & George Balabanis, 2022. "The Blinding Effects of Team Identification on Sports Corruption: Cross-Cultural Evidence from Sub-Saharan African Countries," Journal of Business Ethics, Springer, vol. 179(2), pages 511-529, August.
    7. Jae-Gu Yu & Yun-Duk Jeong & Suk-Kyu Kim, 2021. "Verifying the Effectiveness of Sports Event Policies for a City’s Sustainable Growth: Focusing on the Multiple Effects," Sustainability, MDPI, vol. 13(6), pages 1-15, March.
    8. Yoshida, Masayuki & Gordon, Brian, 2012. "Who is more influenced by customer equity drivers? A moderator analysis in a professional soccer context," Sport Management Review, Elsevier, vol. 15(4), pages 389-403.
    9. Zhou, Xiaochen & Hanlon, Clare & Robertson, Jonathan & Spaaij, Ramon & Westerbeek, Hans & Hossack, Allison & Funk, Daniel C., 2018. "Dress for fit: An exploration of female activewear consumption," Sport Management Review, Elsevier, vol. 21(4), pages 403-415.
    10. Nurakmal Ramli & Nor Farhana Ahmad Januri & Wan Soraya Wan Abdul Ghani, 2018. "The Influence of Event Performance Quality on Attendees’ Satisfaction," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(7), pages 520-530, July.
    11. D. I. Ochonogor & E. Amah, 2021. "Managerial Resourcefulness and Quality Service Delivery: The Place of Information Sharing in Public Sector Organizations," Business, Management and Economics Research, Academic Research Publishing Group, vol. 7(3), pages 101-107, 09-2021.
    12. Hyun, Moonsup & Jordan, Jeremy S., 2020. "Athletic goal achievement: A critical antecedent of event satisfaction, re-participation intention, and future exercise intention in participant sport events," Sport Management Review, Elsevier, vol. 23(2), pages 256-270.
    13. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.

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