The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre

Murray, Duncan; Howat, Gary

doi:10.1016/s1441-3523(02)70060-0

Cited by 319 publications

(372 citation statements)

References 46 publications

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“…Because scholars have previously noted differences in the development and application of marketing relationships across industries (Arnould & Price, 1993;Blocker et al, 2012;DeWulf et al, 2001;Dunlop & Weil, 1996;Price & Arnould, 1999;Uzzi, 1996Uzzi, , 1997, caution may be warranted when interpreting the results of our study. Additionally, because our research context involves sports products, which constitute one of the main domains of sports marketing (Fullerton & Merz, 2008), there may be relationship dynamics that are specific to this industry (Burnett, Menon, & Smart 1993;Milne & McDonald, 1999;Murray & Howat, 2002;Schwarz, Hunter, & LaFleur, 2013).…”

Section: Limitationsmentioning

confidence: 99%

Developing Interpersonal Influence in Retail Purchasing Networks: An Exploratory Analysis of Tie Quantity, Tie Strength, and Tie Type

Johnson¹,

Seevers²

2015

IJMS

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This study examines the impact of relationship characteristics existing between buyers and other members of a retail purchasing network. The number of ties and the strength of the ties buyers maintain with others in the network are examined to identify how they impact buyers' interpersonal influence over others. Buyers' tie quantity and tie strength are examined for different constituencies within the purchasing network to assess the differential impact of these relational factors on buyers' interpersonal influence. The study finds that buyers' tie quantity is a significant predictor of influence in both buyer and seller sub-networks, whereas buyers' tie strength is only a significant factor in the seller sub-network. Further, independently examining the sub-networks that form organically around buyer and seller roles in the overall purchasing network leads to differential outcomes when compared to evaluating the entire network in which buyer and seller sub-networks are not differentiated. Collectively, the findings from this study reveal important conceptual, methodological, and substantive implications for marketing researchers and practitioners interested in purchasing network contexts.

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Section: Limitationsmentioning

confidence: 99%

Developing Interpersonal Influence in Retail Purchasing Networks: An Exploratory Analysis of Tie Quantity, Tie Strength, and Tie Type

Johnson¹,

Seevers²

2015

IJMS

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“…Meanwhile, satisfaction is an outcome of service quality, which has a direct effect on future intentions of customers; and perceived value is a direct mediator of satisfaction in a sports and leisure centre context (Brady & Robertson, 2001;Murray & Howat, 2002;Taylor & Baker, 1994). Lentell (2000, p. 2) suggested:…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…Several studies have suggested that service quality measurement should be tailored to the context being examined and more information on factors affecting the perceptions of value (the direct mediator of satisfaction) should be obtained (Cronin & Taylor, 1992;Johnson, Tsiros, & Lancioni, 1995;Murray & Howat, 2002). Lentell (2000) suggested that the '3Ps' (physical evidence, process and participants) model by Booms and Bitner (1981) could be used to outline the major service dimensions of sport facilities.…”

Section: Service Attributes Of Sport Facilitiesmentioning

confidence: 99%

The use of public sports facilities by the disabled in England

Kung

Taylor

2014

Sport Management Review

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Disabled sports participants are a small proportion of sports participants at English public sports centres; but they are important to the social inclusion agenda. This paper aims to provide a detailed insight into the preferences and behaviour of disabled sports participants. It investigated whether there were statistical differences: first, between the disabled sports participants and the non-disabled sports participants in terms of (1) social demographics, (2) patterns of participation, (3) travel, (4) sports activities and (5) customer satisfaction; and second, between age, ethnic, socio-economic and gender groups of their subsamples, on (2), (4) and (5) again. Disability is defined as having any long term illness or health problem which limits a person's daily activities or the work that a person can do. The data collected through the National Benchmarking Service, for 458 sports centres from 2005 to 2011, revealed that about 9% of over 150,000 sports participants were disabled. Swimming, using fitness equipment and keep fit related exercises were the top three most frequently stated main sports activities by the disabled. It was also more likely for the disabled to participate in organised activities, own a leisure card and participate regularly when compared with the non-disabled participants. In addition, the disabled were also more likely than the non-disabled to travel to the centre by public transport, from home and travel a longer journey time. The industry weaknesses as identified by the disabled relate to physical evidence of the sports centres, particularly cleanliness attributes. Measures that can be taken to increase sports participation by the disabled include competent support at sports centres, promotions through discount schemes or leisure cards, and free transportation to sport centres in catchment areas with high proportions of disabled in their population.

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“…In the second section, the measurement items have been adapted from SERVQUAL 1990) and utilized to measure customers' perceptions of service quality in sport and recreation programmes. SERVQUAL is an empirically-derived method that is widely used by a service-based organization to improve the service industry by understanding the target customers' perceived services needs and measuring their perceptions of service quality for the services offered (Murray & Howat, 2002). In this study, the survey instrument took the form of a direct disconfirmation 22-item self-completion questionnaire.…”

Section: Instrumentation and Proceduresmentioning

confidence: 99%

Assessing Sport and Recreation Programmes’ Service Quality at Hotels and Resorts: Towards Enhancing Customer Participation

Lim¹,

Radzuwan²,

Cheah³

2014

JTHM

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Many issues and challenges are faced by the managers and professionals in managing sport and recreation programmes today. Although many previous researches on service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation programmes in local hotels and resorts have been emphasized. This study aims to assess customers' perceptions of service quality in sport and recreation programmes and to determine the differences between customers' perceptions of service quality in terms of their gender and nationality. A total of 450 respondents from the hotels and resorts located in coastal areas of the northern Peninsular Malaysia participated in the survey. They were asked to respond to a series of the adapted service quality (SERVQUAL) items to measure five dimensions of service quality including tangibles, assurance, responsiveness, reliability, and empathy. Results from this study revealed that the customers' perceptions of the overall services in sport and recreation programmes provided by the hotels and resorts were satisfactory. It was also indicated that there was no significant difference between male and female customers' perceptions of service quality in sport and recreation programmes. Conversely, the results revealed that there was a significant difference between local and foreign customers' perceptions of sport and recreation services provided. These findings had implications on sport and recreation programmes in relation to designing effective management and marketing strategies at hotels and resorts.

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The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre

Cited by 319 publications

References 46 publications

Developing Interpersonal Influence in Retail Purchasing Networks: An Exploratory Analysis of Tie Quantity, Tie Strength, and Tie Type

Developing Interpersonal Influence in Retail Purchasing Networks: An Exploratory Analysis of Tie Quantity, Tie Strength, and Tie Type

The use of public sports facilities by the disabled in England

Assessing Sport and Recreation Programmes’ Service Quality at Hotels and Resorts: Towards Enhancing Customer Participation

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