Consumer perceptions of service quality attributes at sporting events

By S. Kelley, L. Turley. 2001

326 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/4799f8b2d5c772a2142d4c43e80d289c2daf53d8

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Effect of Event Service Quality and Satisfaction on Happiness Among Runners of a Recurring Sport Event (2015, background): “…several researchers modified the SERVQUAL model (Parasuraman, Zeithaml, & Berry, 1988) or developed context-specific measures based on this model (Kelley & Turley, 2001; McDonald, Sutton, & Milne, 1995; Moon, Kim, Ko, Connaughton, & Lee, 2011; Theodorakis, Kambitsis, Laios, & Koustelios, 2001).”
Can service quality predict spectators' behavioral intentions in professional soccer? (2008, methodology): “Three models have been proposed so far, developed by McDonald et al. (1995), Kelley and Turley (2001), and Theodorakis et al. (2001).”
Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value (2013, background): “…service quality, many scholars have conducted studies to examine the extent to which peripheral service quality factors affect game consumption (Kelley & Turley, 2001; Murray & Howat, 2002; Theodorakis & Alexandris, 2008; Tsuji et al., 2007;Wakefield & Blodgett, 1996; Wakefield & Sloan, 1995;…”
An exploration of relational customers' response to service failure (2007, background): “It was emphasised that service quality and satisfaction tend to vary across different types of services (Kelley and Turley, 2001; Babukus and Boller, 1992).”
Sport Stadium Atmosphere: Formative and Reflective Indicators for Operationalizing the Construct (2010, background): “Kelley and Turley (2001) call for an exploration of variables specific to the sport setting, such as cheerleaders and mascots.”
Physical and social atmospheric effects in hedonic service consumption: customers' roles at sporting events (2012, background): “Kelley and Turley ( 2001 ) found that the game experience is the most important service attribute of a sporting event.”
Factors Affecting Soccer Club Season Ticket Holders’ Satisfaction: The Influence of Club Image and Fans’ Motives (2006, background): “Factors driving sport spectators’ satisfaction have primarily been researched from a cognitive perspective (Wakefield & Blodgett, 1996; Kelley & Turley, 2001).”