General game support programs associated with professional team sports

Byon, Kevin K.; Zhang, Mandy Y.; Hsu, Noah Y.; Drane, Dan; Pitts, Brenda G.; Zhang, James J.

doi:10.4324/9781351117982-12

Cited by 13 publications

(14 citation statements)

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“…Consumer demands of the peripheral product of spectator sports refer to game support or operation programs: ticket service, venue quality and game amenities (Byon et al , 2018). These attributes are under the immediate control of the sports manager and are more easily manageable than those of the core product of spectator sports.…”

Section: Literature Reviewmentioning

confidence: 99%

“…For example, Wakefield et al (1996) found sportscape features, such as layout accessibility, facility aesthetics, seating comfort, electronic equipment, and displays and facility cleanliness, to be important to sports fans. Scholars have thus developed various scales that measure concepts such as game amenities, ticket services and venue-related services (Byon et al , 2009). A number of other studies have examined how spectators evaluated service quality elements and found different evaluations for the various service quality elements (e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Instead, the direct relationships between service quality elements and behavioral intentions have been well established. Core service quality elements such as home team, opposing team, game promotion, economic consideration (Byon et al , 2010) and schedule convenience (Zhang et al , 2000) have a direct positive influence on behavioral intentions, and peripheral service quality elements, such as game amenities, ticket services and venue quality, also have a direct positive influence on behavioral intentions (Byon et al , 2009).…”

Section: Literature Reviewmentioning

confidence: 99%

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Service quality, perceived value and behavioral intentions among highly and lowly identified baseball consumers across nations

Chun

Kaplanidou

2019

IJSMS

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Purpose The purpose of this paper is to understand how team identification and country influence professional baseball team spectators’ evaluations of service quality factors, perceived value and future behavioral intentions. Design/methodology/approach Data were collected online from sports consumers of the Chinese Professional Baseball League (CPBL) in Taiwan (n = 600) and Major League Baseball in the USA (n = 460). A regression-based estimation method (PROCESS) and structural equation modeling approach were used to assess the relationships. Findings Both direct and indirect (via perceived value) effects of most service quality factors (schedule convenience, economic consideration, game amenities, ticket service and venue quality) on behavioral intentions are stronger for lowly than for highly identified CPBL fans. The indirect effect of home team on behavioral intentions is stronger for the lowly identified CPBL fans. The direct effect of game amenities and the indirect effect of venue quality (via perceived value) on behavioral intentions are stronger for the highly identified MLB fans. The indirect effect of opposing team and economic consideration is stronger for the lowly identified MLB fans. The positive relationship between venue quality and perceived value is stronger for the USA than for Taiwan fans. The relationships between game amenities and perceived value and between perceived value and behavioral intention are perceived to be invariant between fans from the two countries. Taiwan fans’ behavioral intentions tend to be directly and indirectly affected by service quality factors, whereas US fans’ behavioral intentions tend to be indirectly affected by service quality factors. Originality/value The study provides empirical evidence of the moderating role of team identification associated with the relationships between separate service quality factors, perceived value and behavioral intentions among consumers of a professional spectator sports in two different countries.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

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Service quality, perceived value and behavioral intentions among highly and lowly identified baseball consumers across nations

Chun

Kaplanidou

2019

IJSMS

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“…These features reflect the quality of the core service. The second group of studies are related to the aspect of game support programs, investigating the features of controllable service, which are concerned with the programs of game operation and reflect the quality of peripheral services (Byon et al , 2009, 2018; Murray and Howat, 2002; Zhang et al , 2005). Several studies have demonstrated that these two perspectives could be the major drivers of the behaviour of game consumption (Byon et al , 2010; Greenwell et al , 2002; Zhang et al , 2003).…”

Section: Introductionmentioning

confidence: 99%

The effects of peripheral service quality on spectators’ emotions and behavioural intentions

Foroughi

Shah

Ramayah

et al. 2019

IJSMS

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Purpose The purpose of this paper is to investigate the impacts of peripheral service quality on football match spectators’ emotions and behavioural intention. Design/methodology/approach Data were obtained from a survey of 342 spectators of professional league football in Malaysia and analysed using the partial least squares technique. Findings The results illustrated the significant role of both pleasant and unpleasant emotions in forming spectators’ behavioural intentions. Furthermore, they demonstrated that the drivers of pleasant and unpleasant emotions are different. While entertainment, electronic devices and stadium announcers have positive effects on pleasant emotion, facilities and electronic devices have negative effects on unpleasant emotion. Entertainment, electronic devices and stadium announcers have indirect effects on behavioural intentions through pleasant emotions. Unpleasant emotions mediated the effects of facilities and electronic devices on behavioural intentions. Originality/value The findings of this study suggest that football marketers must understand the crucial role of peripheral service quality and spectators’ emotions. Through stimulating pleasant emotions in spectators and preventing unpleasant emotions from arising, football marketers can ensure that these spectators will attend football stadiums.

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“…Interaction quality refers to customer interactions with event staff (Brady and Cronin, 2001;Jones et al, 2019): for example, the friendliness and professionalism provided by frontline employees. Physical environment quality refers to factors associated with the physical environment such as venue aesthetics, accessibility in and around the venue, comfortable seating, and the quality of amenities (Byon et al, 2018;Jang et al, 2019;Jones et al, 2019). In the model tested here, core service quality was measured as race performance, while interaction quality (human elements) and physical environment quality (nonhuman elements) refer to peripheral service quality variables examined in this study.…”

Section: Value Co-creation In Spectator Sportmentioning

confidence: 99%

Central actors in the live sport event context: a sport spectator value perception model

Jones

Byon

2020

SBM

Self Cite

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PurposeThis study is a micro-level perspective of value co-creation in spectator sport. By examining sport through the value co-creation lens, the dual role of the customer as both a contributor to and a beneficiary of value is acknowledged and the importance of stakeholder interactions is emphasized. This study analyzes the extent to which two theoretically and managerially important factors—attendance frequency (i.e. first-time attendee vs repeat attendee) and resident type (i.e. local resident vs domestic traveler)—impact value creation in the recurring live sporting event setting.Design/methodology/approachData were collected from spectators who attended a National Association for Stock Car Auto Racing (NASCAR) sanctioned racing event. Multigroup structural equation modeling was performed to examine the proposed pathways, and multigroup t-tests were used to compare the model across both groups for each moderating variable. Corresponding path coefficients were then compared using Chin's (2004) recommended equations and procedures.FindingsThe study found organization-related value propositions to be the more common antecedents of value, while customer appearance had a strong negative association with hedonic value, and attendance frequency and resident type influenced certain value perceptions. Sport organizations should consider the expectations and motivations of various customer groups and provide offerings designed to meet the specific needs of different fan segments based on the spectator's experience with the sport product and the distance traveled to attend the sport event.Originality/valueThis paper advances the authors’ understanding of value creation in sport by showing how customer perceptions of value associated with the sport organization and other customers can be moderated by certain behavioral and geographic factors.

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General game support programs associated with professional team sports

Cited by 13 publications

References 0 publications

Service quality, perceived value and behavioral intentions among highly and lowly identified baseball consumers across nations

Service quality, perceived value and behavioral intentions among highly and lowly identified baseball consumers across nations

The effects of peripheral service quality on spectators’ emotions and behavioural intentions

Central actors in the live sport event context: a sport spectator value perception model

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