IDEAS home Printed from https://ideas.repec.org/a/eee/spomar/v19y2016i5p520-535.html
   My bibliography  Save this article

Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia

Author

Listed:
  • Howat, Gary
  • Assaker, Guy

Abstract

The role of service quality outcomes has often been understated in service quality models for participant sport and recreation. The aims of this study were to validate a range of outcome quality dimensions and to compare the relative influence on loyalty of outcome quality compared to process quality and value. Using data from 2109 customers of eight public aquatic centres in Australia the results validated four first-order outcome quality dimensions which in turn determined a higher-order outcome quality construct. Moreover, the results demonstrated that a process quality construct had the most significant impact on loyalty mediated by overall satisfaction, followed by outcome quality and value. These results provide both theoretical and practical insights in terms of managing service quality in the context of community sport and recreation in general and public aquatic centres in Australia, in particular.

Suggested Citation

  • Howat, Gary & Assaker, Guy, 2016. "Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia," Sport Management Review, Elsevier, vol. 19(5), pages 520-535.
    • Handle: RePEc:eee:spomar:v:19:y:2016:i:5:p:520-535
    DOI: 10.1016/j.smr.2016.04.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1441352316300043
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.smr.2016.04.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. T. Christopher Greenwell & Janet S. Fink & Donna L. Pastore, 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Taylor & Francis Journals, vol. 5(2), pages 129-148, July.
    2. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
    3. Howat, Gary & Crilley, Gary & Murray, Duncan, 2005. "Using Performance Measures to Assess Performance of Indoor and Outdoor Aquatic Centres," Journal of Management & Organization, Cambridge University Press, vol. 11(1), pages 6-16, January.
    4. Tenenhaus, Michel & Vinzi, Vincenzo Esposito & Chatelin, Yves-Marie & Lauro, Carlo, 2005. "PLS path modeling," Computational Statistics & Data Analysis, Elsevier, vol. 48(1), pages 159-205, January.
    5. Clemes, Michael D. & Brush, Gregory J. & Collins, Mark J., 2011. "Analysing the professional sport experience: A hierarchical approach," Sport Management Review, Elsevier, vol. 14(4), pages 370-388.
    6. Brad Hill & B. Christine Green, 2012. "Repeat participation as a function of program attractiveness, socializing opportunities, loyalty and the sportscape across three sport facility contexts," Sport Management Review, Taylor & Francis Journals, vol. 15(4), pages 485-499, October.
    7. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    8. Howat, Gary & Crilley, Gary & Murray, Duncan, 2005. "Using Performance Measures to Assess Performance of Indoor and Outdoor Aquatic Centres," Journal of Management & Organization, Cambridge University Press, vol. 11(1), pages 6-16, January.
    9. Olinsky, Alan & Chen, Shaw & Harlow, Lisa, 2003. "The comparative efficacy of imputation methods for missing data in structural equation modeling," European Journal of Operational Research, Elsevier, vol. 151(1), pages 53-79, November.
    10. Daniel C. Funk & Anthony Beaton & Kostas Alexandris, 2012. "Sport consumer motivation: Autonomy and control orientations that regulate fan behaviours," Sport Management Review, Taylor & Francis Journals, vol. 15(3), pages 355-367, July.
    11. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
    12. 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.
    13. Michael D. Clemes & Gregory J. Brush & Mark J. Collins, 2011. "Analysing the professional sport experience: A hierarchical approach," Sport Management Review, Taylor & Francis Journals, vol. 14(4), pages 370-388, October.
    14. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    15. Greenwell, T. Christopher & Fink, Janet S. & Pastore, Donna L., 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Elsevier, vol. 5(2), pages 129-148, November.
    16. Gary Howat & Guy Assaker, 2013. "The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia," Sport Management Review, Taylor & Francis Journals, vol. 16(3), pages 268-284, July.
    17. Nicholas D. Theodorakis & Kostas Alexandris & Nikolaos Tsigilis & Serafim Karvounis, 2013. "Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality," Sport Management Review, Taylor & Francis Journals, vol. 16(1), pages 85-96, January.
    18. Duncan Murray & Gary Howat, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Taylor & Francis Journals, vol. 5(1), pages 25-43, January.
    19. Hill, Brad & Christine Green, B., 2012. "Repeat participation as a function of program attractiveness, socializing opportunities, loyalty and the sportscape across three sport facility contexts," Sport Management Review, Elsevier, vol. 15(4), pages 485-499.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hyunseok Song & Kevin K. Byon, 2021. "Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry," IJERPH, MDPI, vol. 18(5), pages 1-16, March.
    2. Funk, Daniel C., 2017. "Introducing a Sport Experience Design (SX) framework for sport consumer behaviour research," Sport Management Review, Elsevier, vol. 20(2), pages 145-158.
    3. Chin-Yi Fred Fang, 2020. "Perspective of Local Government on the Performance Assessment of District Sports and Leisure Centers," Sustainability, MDPI, vol. 12(21), pages 1-21, October.
    4. Kim, Kyungyeol (Anthony) & Byon, Kevin K., 2018. "A mechanism of mutually beneficial relationships between employees and consumers: A dyadic analysis of employee–consumer interaction," Sport Management Review, Elsevier, vol. 21(5), pages 582-595.
    5. 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.
    6. Antoine Barbier & Barbara Evrard & Nadine Dermit-Richard, 2023. "Predictive Modelling of Sports Facility Use: A Model of Aquatic Centre Attendance," Sustainability, MDPI, vol. 15(5), pages 1-17, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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.
    2. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2015. "Spectator emotions: Effects on quality, satisfaction, value, and future intentions," Journal of Business Research, Elsevier, vol. 68(7), pages 1445-1449.
    3. Ersin Eskiler & Remzi Altunışık, 2021. "The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents," SAGE Open, , vol. 11(2), pages 21582440211, May.
    4. Manuel Jesús Baena-Arroyo & Jerónimo García-Fernández & Pablo Gálvez-Ruiz & Moisés Grimaldi-Puyana, 2020. "Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes," Sustainability, MDPI, vol. 12(3), pages 1-16, January.
    5. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    6. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2016. "Predicting future intentions of basketball spectators using SEM and fsQCA," Journal of Business Research, Elsevier, vol. 69(4), pages 1396-1400.
    7. Josep Crespo Hervás & Vicente Prado-Gascó & María Huertas González-Serrano, 2020. "Perceived Value in Sporting Events (PVSP): A Further Step for the Strategic Management," Sustainability, MDPI, vol. 12(14), pages 1-19, July.
    8. Brown, Graham & Smith, Andrew & Assaker, Guy, 2016. "Revisiting the host city: An empirical examination of sport involvement, place attachment, event satisfaction and spectator intentions at the London Olympics," Tourism Management, Elsevier, vol. 55(C), pages 160-172.
    9. 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.
    10. Thadeu Gasparetto & Angel Barajas, 2020. "Management in a complex scenario: World Cup, alternative stadiums and demand for tickets," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(6), pages 1071-1083, September.
    11. Aurelio Scaglione & Daria Mendola, 2017. "Measuring the perceived value of rural tourism: a field survey in the western Sicilian agritourism sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(2), pages 745-763, March.
    12. Calabuig Moreno, Ferran & Crespo Hervás, Josep & Mundina Gómez, Javier, 2012. "Efecto del coste percibido, la calidad de servicio y la satisfacción sobre las intenciones futuras del espectador/Effect of Perceived Cost, Service Quality and Satisfaction on Future Intentions of Spe," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 30, pages 619-636, Agosto.
    13. Fernando García-Pascual & Carlos Pérez-Campos & Joaquín García Sánchez & Ana Soto-Rubio & Sergio Aguado Berenguer, 2021. "Models of Sports Management in Fitness Centres. Influence of Sex, Age and Sport Frequency. Linear Models vs. Qualitative Comparative Analysis," Sustainability, MDPI, vol. 13(16), pages 1-11, August.
    14. El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
    15. 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.
    16. Koronios K. & Psiloutsikou M. & Kriemadis A., 2016. "What motivates repeated participation in ultra-endurance events? A comparison between runners and cyclists," Business & Entrepreneurship Journal, SCIENPRESS Ltd, vol. 5(2), pages 1-2.
    17. Ozgur Yayla & Arif Aytekin & Fatih Uslu & Gozde Seval Ergun & Huseyin Keles & Yigit Guven, 2023. "How Does the Experience Quality of Recreational Activities Organized within the Scope of Public Health Affect Perceived Value, Satisfaction and Behavioral Intentions of Individuals?," IJERPH, MDPI, vol. 20(6), pages 1-16, March.
    18. Funk, Daniel C., 2017. "Introducing a Sport Experience Design (SX) framework for sport consumer behaviour research," Sport Management Review, Elsevier, vol. 20(2), pages 145-158.
    19. Xinghua Wang & James J. Zhang & Guandong Song & Xia Wan, 2020. "Push and Pull Factors Influencing the Winter Sport Tourists in China: The Case of Leisure Skiers," SAGE Open, , vol. 10(2), pages 21582440209, June.
    20. Byon, Kevin K. & Zhang, James J. & Connaughton, Daniel P., 2010. "Dimensions of general market demand associated with professional team sports: Development of a scale," Sport Management Review, Elsevier, vol. 13(2), pages 142-157, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:spomar:v:19:y:2016:i:5:p:520-535. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/716936/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.