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Consumer experience quality: A review and extension of the sport management literature

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  • Masayuki Yoshida

Abstract

•This article presents a conceptual framework of consumer experience quality that draws on multiple theories and bodies of literature.•A series of propositions are offered to understand the role of consumer experience quality in sport consumer decision-making.•The paper also specifies the conditions under which consumer experience quality is more likely to influence attitudinal and behavioral consequences.•This article provides necessary conceptual and theoretical clarity to guide future research.Over the last two decades, the number of studies examining the roles of the core sport product, ancillary services, social interactions among consumers, and relationship marketing programs in the sport context has grown. However, it is also true that these topics have been advanced in many independent research endeavors depending on the touch points (e.g., sport, service, social, and communication encounters) being assessed. To integrate this body of research with sport consumer behavior, the purpose of this conceptual paper, which represents a contribution to the 20th anniversary of Sport Management Review (SMR), is to introduce the construct of consumer experience quality as consisting of four important dimensions – core product, service, social network, and relationship investment quality – into the sport management literature. In order to explain the utility of the proposed construct in the sport context, this article presents an integrative conceptual framework that draws on multiple theories and bodies of literature. A series of propositions are offered to not only understand the role of consumer experience quality in sport consumer decision-making, but also to specify the conditions under which sport consumers are more likely to be satisfied with the core sport product and ancillary services, feel and behave in response to brand-related stimuli, and engage in both transactional and non-transactional behaviors. The paper concludes that future research should be directed at testing the propositions offered in the conceptual framework.

Suggested Citation

  • Masayuki Yoshida, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Taylor & Francis Journals, vol. 20(5), pages 427-442, December.
  • Handle: RePEc:taf:rsmrxx:v:20:y:2017:i:5:p:427-442
    DOI: 10.1016/j.smr.2017.01.002
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    Citations

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    Cited by:

    1. Kumar, Harish & Manoli, Argyro Elisavet & Hodgkinson, Ian R. & Downward, Paul, 2018. "Sport participation: From policy, through facilities, to users’ health, well-being, and social capital," Sport Management Review, Elsevier, vol. 21(5), pages 549-562.
    2. Antonio Fernández-Martínez & David Cabello-Manrique & Antonio Francisco Roca-Cruz & Alberto Nuviala, 2022. "The Influence of Small-Scale Sporting Events on Participants’ Intentions to Recommend the Host City," Sustainability, MDPI, vol. 14(13), pages 1-15, June.
    3. Lu, Jintao & Jia, Xiaorong & Lev, Benjamin & Zhang, Chong & Gao, Yangyang & Zhao, Min & He, Yifan, 2021. "How to understand “salable fake goods” and “unsalable quality goods”? An insight from the view of quality responsibility and consumers’ brand loyalty," Technology in Society, Elsevier, vol. 67(C).
    4. Vera Pedragosa & Salvador Angosto & Celina Gonçalves, 2022. "Validity and Reliability of a Wearable Fitness Technology Scale in Portugal," IJERPH, MDPI, vol. 19(10), pages 1-13, May.
    5. 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.
    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.
    7. Nicolas G. A. Lorgnier & Che-Jen Su & Shawn M. O’Rourke, 2022. "Brands’ perceived sustainable development goals: index development and applications with professional sport teams and fast-food brands," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 125-157, March.
    8. Edson Coutinho da Silva & Alexandre Luzzi Las Casas, 2018. "The Key-Attributes That Influence the Fans¡¯ Perceptions of the Corinthians¡¯ Ecosystem," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 9(4), pages 50-63, July.
    9. Fernando García-Pascual & David Parra-Camacho & Gabriel Martínez Rico, 2023. "Customer Experience in Sports Centres: Adaptation and Validation of a Measurement Scale," Sustainability, MDPI, vol. 15(7), pages 1-12, March.
    10. Edson Coutinho da Silva & Alexandre Luzzi Las Casas, 2018. "Sports Ecosystem of the “Triad of São Paulo”: Sports Marketing Management According to Fans," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 1-41, August.
    11. Hui-Ju Wang, 2022. "Antecedents of behavioral intentions for green city tourists," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(1), pages 377-398, January.
    12. Masayuki Yoshida & Brian S. Gordon & Jeffrey D. James, 2021. "Social capital and consumer happiness: toward an alternative explanation of consumer-brand identification," Journal of Brand Management, Palgrave Macmillan, vol. 28(5), pages 481-494, September.
    13. Nicolas G. A. Lorgnier & Nicolas Chanavat & Che-Jen Su & Shawn M. O’Rourke, 2020. "Examining the influence of brand-based value congruity: do the values of the International Olympic Committee really matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 73-99, March.

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