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

By D. Murray, G. Howat. 2002

426 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/070c365057b9d530c1c141797219ba0631bc2bd9

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Citations in the corpus

Can service quality predict spectators' behavioral intentions in professional soccer? (2008, methodology): “Howat and Murray (2002) and Murray and Howat (2002) also used CERM-CSQ in the context of public recreation centres in Australia and New Zealand.”
Cognitive–affective model of consumer satisfaction. An exploratory study within the framework of a sporting event (2007, background): “Studies have proliferated in the sport management literature about consumer satisfaction (e.g. Triadó et al., 1999;Murray and Howat, 2002; Greenwell et al., 2002; Van Leeuwen et al., 2002).”
A comparison of service evaluation models in the context of sport and fitness centres in Greece (2014, methodology): “For example, Murray and Howat (2002) used a single item behavioural intentions measure that had been recommended by other researchers (Reichheld, 2003; Spreng, Harrell, & Mackoy, 1995).”
Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value (2013, methodology): “Researchers have identified the mediating role of perceived value in the relationship between service quality and behavioral intentions (Dodds et al., 1991; Gallarza & Saura, 2006; Kwon et al., 2007; Murray & Howat, 2002; Oh, 1999; Petrick, 2004a).”
Impact of perceived value on the satisfaction of supermarket customers: developing country perspective (2020, background): “However, most research that examines the CPV and customer satisfaction relationship considers CPV as a unidimensional construct, concerned only with the aggregate construct (McDougall and Levesque, 2000) and the measure of overall value (Murray and Howat, 2002).”
Examining the Effect of Tour Guide Performance, Tourist Trust, Tourist Satisfaction, and Flow Experience on Tourists' Shopping Behavior (2014, background): “That is, customer satisfaction is considered one of the important factors that lead to the future behavior of customers (Murray & Howat, 2002).”
Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2019, background): “At one extreme, a very few researchers have considered it a single item scale that measures overall customer value only (e.g., Oh, 1999; Murray and Howat, 2002), but using a single item construct does not often reflect the fullness of the theoretical construct and its reliability cannot be assessed ”
The Intention-to-repurchase Paradox: A case of the Health and Fitness Industry (2010, methodology): “…have been subject to extensive research which has focused on service quality (Olorunniwo, Hsu, & Udo, 2006; Parasuraman, Zeithaml, & Berry, 1985, 1994a, 1994b) satisfaction (Jones & Suh, 2000; Murray & Howat, 2002; Söderlund, 2006), and image (Lassar, Mittal, & Sharma, 1995; Zins, 2001).”