Measuring Event Quality, Satisfaction, and Intent to Return at an International Sport Event: The ICF Canoe Slalom World Championships

Shonk, David J.; Bravo, Gonzalo; Vélez-Colón, Luisa; Lee, Cindy

doi:10.1080/24704067.2017.1317011

Cited by 17 publications

(30 citation statements)

References 50 publications

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“…Their findings support a relationship from service quality to satisfaction. Findings from Brady et al (2005), Choo et al (2016), Shonk et al (2017) and Liljander and Strandvik (1997) confirm this causal order. This evidence lends support to the following hypothesis: There is evidence that perceived quality may be a direct antecedent to perceived value (e.g.…”

Section: Relationships Between the Conceptsmentioning

confidence: 57%

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Event quality, perceived value, satisfaction and behavioural intentions in an event context

Armbrecht

2021

Scandinavian Journal of Hospitality and Tourism

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Understanding consumer experiences constitutes a central interest for event and destination managers. This study applies event quality incorporating affective and cognitive aspects of event experiences as a measure of the event experience. The measure is used to predict perceived value, satisfaction and behavioural intentions. The article contributes with a deeper understanding of how to measure and assess event attendees' experiences in terms of affective and cognitive components in order to forecast event consumers' behavioural intentions. The importance and mediating role of perceived value and satisfaction are tested. The conclusions stress the significance of affective aspects of experiences in understanding perceived value of experiences. A broader approach to the event experience is promising within an event, tourism and destination management perspective when developing existing and new event concepts as well as event portfolios.

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Section: Relationships Between the Conceptsmentioning

confidence: 57%

“…Xu et al, 2016) or value (e.g. Choo et al, 2016;Koo et al, 2014;Shonk et al, 2017;Tzetzis et al, 2014;Wu et al, 2016;Yürük et al, 2017) or both (e.g. Alexandris et al, 2017;Sato et al, 2018;Yamaguchi et al, 2015) when predicting consumer behaviour.…”

Section: Introductionmentioning

confidence: 99%

Event quality, perceived value, satisfaction and behavioural intentions in an event context

Armbrecht

2021

Scandinavian Journal of Hospitality and Tourism

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“…Also, spectator satisfaction and behavioural intentions towards the teams have been consistently reported as key outcomes of service quality (e.g. Shonk et al, 2017). That is, satisfaction is inherently backward-looking and requires service experience (Wolter et al, 2017), and behavioural intentions are often dependent on service environment perceptions (Uhrich & Benkenstein, 2012).…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

“…These include, for example, the use of different labels to measure the same service quality attribute (e.g. parking vs. stadium access: both capturing how easy and secure it is to park cars at sport events; Clemes et al, 2011;Shonk et al, 2017), different service quality attributes being measured under the same label (e.g. amenities used to capture entertainment activities during events, Byon et al, 2013; but also perceptions of toilets, access, food and beverages; Clemes et al, 2011), broad labels measuring different attributes into the same service quality dimension (e.g.…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

“…Functional quality A consumer's perception of the excellence of the utilitarian service attributes including the interactions between the consumer, frontline employees, and facility functions. Theodorakis et al (2013) and Yoshida and James (2011) Facility space, seat space (Yoshida & James, 2010; Staff (Greenwell et al, 2002); Frontline employees, facility access (Biscaia et al, 2013); Cleanliness (Fernandes & Neves, 2014); Food and beverage (Clemes et al, 2011); Parking (Shonk et al, 2017); Ticket service, Venue quality (Byon et al, 2013). Aesthetic quality A consumer's perception of the hedonic attributes of the service environment and promotional activities that create an entertaining and visually appealing stadium ambiance.…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

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Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Biscaia

Yoshida

Kim

2021

European Sport Management Quarterly

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Research question: Previous research on service quality in spectator sport has provided mixed results on its measurement and influence on spectators' outcomes. This study synthesises previous empirical research in a meta-analytic framework to provide a comprehensive understanding of service quality measurement, its effects on spectators' perceived value, satisfaction and behavioural intentions, while also exploring culture and sport setting as moderators.Research methods: This meta-analysis is based on a comprehensive search of peer-reviewed articles. It integrates 121 effect sizes based on 139,796 participants from 121 independent studies that were examined through a meta-analytic structural equation model. Results and findings: The results indicated that the dimensions of functional and aesthetic quality had a moderate effect on perceived value and a small effect on both satisfaction and behavioural intentions. Core product quality showed a moderate influence on satisfaction but did not influence neither perceived value nor behavioural intentions. Both perceived value and satisfaction were significantly related to behavioural intentions. Culture and sport setting partially moderated the relationships between service quality and spectator outcomes (perceived value, satisfaction and behavioural intentions towards the teams). Implications: This meta-analysis aggregates a range of attributes derived from previous studies in a comprehensive model and provides a succinct overview of the differential role of service quality dimensions on spectators' perceived value, satisfaction and behavioural intentions. It offers a roadmap for planning service delivery in spectator sport that contributes to recalibrate future directions for research and practice.

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Looking beyond performance: understanding service quality through the importance-performance analysis

Aicher

Heere

Odio

et al. 2022

Sport Management Review

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Measuring Event Quality, Satisfaction, and Intent to Return at an International Sport Event: The ICF Canoe Slalom World Championships

Cited by 17 publications

References 50 publications

Event quality, perceived value, satisfaction and behavioural intentions in an event context

Event quality, perceived value, satisfaction and behavioural intentions in an event context

Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Looking beyond performance: understanding service quality through the importance-performance analysis

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