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The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators

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  • Van Leeuwen, Linda
  • Quick, Shayne
  • Daniel, Kerry

Abstract

Customer satisfaction is associated with numerous positive business outcomes and is recognised as an important field of study. However, only limited research has addressed the satisfaction of sport spectators, with even fewer studies examining the determinants of this satisfaction. Yet an understanding of how spectators arrive at evaluations of satisfaction or dissatisfaction provides a useful insight for directing marketing and operational efforts. The Sport Spectator Satisfaction Model (SSSM) is an extension of the Disconfirmation of Expectations Model (DEM) accommodating unique aspects of the sport product, as well as accommodating the core and peripheral dimensions of the spectator service. The SSSM depicts club identification and the win/lose phenomenon as considerable influences on the satisfaction spectators derive from the game and its peripheral services. The SSSM integrates marketing theory, social identity theory and sport marketing theory to broaden our understanding of spectator satisfaction and provide a platform for further research.

Suggested Citation

  • Van Leeuwen, Linda & Quick, Shayne & Daniel, Kerry, 2002. "The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators," Sport Management Review, Elsevier, vol. 5(2), pages 99-128, November.
    • Handle: RePEc:eee:spomar:v:5:y:2002:i:2:p:99-128
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    1. Antonio Kuzmanić & Jasmina Dlačić & Borut Milfelner, 2023. "Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers," Central European Business Review, Prague University of Economics and Business, vol. 2023(2), pages 61-85.
    2. 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.
    3. Agha, Nola & Tyler, B. David, 2017. "An investigation of highly identified fans who bet against their favorite teams," Sport Management Review, Elsevier, vol. 20(3), pages 296-308.
    4. Annamalai, Balamurugan & Yoshida, Masayuki & Varshney, Sanjeev & Pathak, Atul Arun & Venugopal, Pingali, 2021. "Social media content strategy for sport clubs to drive fan engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    5. Prayag, Girish & Mills, Hamish & Lee, Craig & Soscia, Isabella, 2020. "Team identification, discrete emotions, satisfaction, and event attachment: A social identity perspective," Journal of Business Research, Elsevier, vol. 112(C), pages 373-384.
    6. Jihyeon Oh & Dae Hee Kim & Daehwan Kim, 2022. "Exploring Experiential Patterns Depending on Time Lapses in Virtual Reality Spectatorship (VRS): The Role of Interruption in Reducing Satiation," Sustainability, MDPI, vol. 14(24), pages 1-14, December.
    7. 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.
    8. 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.
    9. Vlad I. Rosca, 2018. "Air ball! Team performance unable to predict spectator attendance in Romanian basketball," Journal of Community Positive Practices, Catalactica NGO, issue 2, pages 76-85.
    10. Kim, May & Trail, Galen T., 2010. "The effects of service provider employment status and service quality exchange on perceived organizational image and purchase intention," Sport Management Review, Elsevier, vol. 13(3), pages 225-234, August.
    11. Winand, Mathieu & Schneiders, Christopher & Merten, Sebastian & Marlier, Mathieu, 2021. "Sports fans and innovation: An analysis of football fans’ satisfaction with video assistant refereeing through social identity and argumentative theories," Journal of Business Research, Elsevier, vol. 136(C), pages 99-109.
    12. McDonald, Heath & Karg, Adam J. & Vocino, Andrea, 2013. "Measuring season ticket holder satisfaction: Rationale, scale development and longitudinal validation," Sport Management Review, Elsevier, vol. 16(1), pages 41-53.
    13. Jeffery Borland, 2003. "Demand for Sport," Oxford Review of Economic Policy, Oxford University Press and Oxford Review of Economic Policy Limited, vol. 19(4), pages 478-502, Winter.
    14. Toder-Alon, Anat & Icekson, Tamar & Shuv-Ami, Avichai, 2019. "Team identification and sports fandom as predictors of fan aggression: The moderating role of ageing," Sport Management Review, Elsevier, vol. 22(2), pages 194-208.
    15. Fry, John & Serbera, Jean-Philippe & Wilson, Rob, 2021. "Managing performance expectations in association football," Journal of Business Research, Elsevier, vol. 135(C), pages 445-453.
    16. 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.
    17. Martinez Caro, Laura & Martinez Garcia, Jose Antonio, 2007. "Cognitive-affective model of consumer satisfaction. An exploratory study within the framework of a sporting event," Journal of Business Research, Elsevier, vol. 60(2), pages 108-114, February.

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