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題名：A Study on Antecedents and Outcome of Customer Satisfaction in the Sporting Event: The Case of 2010 XVII IBAF Intercontinental Cup
書刊名：運動休閒管理學報
作者：林怡秀 引用關係／陳文英 引用關係
作者(外文)：Lin, Yi-hsiu／Chen, Wen-ing
出版日期：2012
卷期：9:2
頁次：頁230-245
主題關鍵詞：服務；滿意度；運動賽會；意圖；Service；Satisfaction；Sporting event；Intention
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:39
本研究目的乃是建構一個以觀賞性運動賽會情境現場觀眾滿意度之前置變項與結果變項之模式。本研究以2010年洲際盃棒球賽為研究標的，以比例抽樣方法回收有效樣本355份。本研究使用描述性統計、驗證性因素分析、結構方程模式，並在顯著水準設於.05之下，以SPSS 15.0及LISREL 8.51 統計軟體進行資料分析。研究發現，場館服務人員、場館空間及計分板為顧客場館滿意度的前置因子；對戰球隊、賽會氣氛則是賽會滿意度之顯著前置因子。此外，賽會滿意度正向影響顧客行為意圖。賽會經理可經由改善滿意度前置因子，進而提升顧客滿意度及行為意圖。
This current study was to develop a comprehensive model investigating antecedents and outcome of customer satisfaction in the spectator sporting event context. A total of 355 valid questionnaires were collected using proportionate sampling in 2010 XVII IBAF Intercontinental Cup events. Descriptive statistics, confirmatory factor analysis, and structural equation modeling along with SPSS 15.0 and LISREL 8.51 were utilized for data analysis with the level of significance .05. Empirical analysis demonstrated that stadium staff, facility space, and scoreboard were the critical elements that form customers' perceptions regarding facility service satisfaction. In addition, opposing team characteristics and game atmosphere were significant predictors of customers' perceptions with respect to game service satisfaction. Finally, game service satisfaction positively influenced customers' behavioral intentions. Event managers may put more efforts to increase customers' satisfaction and purchase intention by means of the elements that form game satisfaction and facility satisfaction.
Other
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期刊論文
1.Caro, Laura Martinez、Garcia, José Antonio Martinez(2007)。Cognitive-affective model of consumer satisfaction: An exploratory study within the framework of a sporting event。Journal of Business Research，60(2)，108-114。  new window
2.Chelladurai, P.、Chang, K.(2000)。Targets and standards of quality in sport services。Sport Management Review，3(1)，1-22。  new window
3.Van Leeuwen, L.、Quick, S.、Daniel, K.(2002)。The sport spectator satisfaction model: A conceptual framework for understanding the satisfaction of spectators。Sport Management Review，5(2)，99-128。  new window
4.Greenwell, T. C.、Fink, J. S.、Pastore, D. L.(2002)。Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience。Sport Management Review，5(2)，129-148。  new window
5.Murray, Duncan、Howat, Gary(2002)。The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre。Sport Management Review，5(1)，25-43。  new window
6.Uhrich, S.、Benkenstein, M.(2010)。Sport stadium atmosphere: Formative and reflective indicators for operationalizing the constructs。Journal of Sport Management，24，211-237。  new window
7.Yoshida, M.、James, J. D.(2010)。Customer satisfaction with game and service experiences: Antecedents and consequences。Journal of Sport Management，24(3)，338-361。  new window
8.Hansen, H.、Gauthier, R.(1989)。Factors affecting attendance at professional sport events。Journal of Sport Management，3(1)，15-32。  new window
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10.Dabholkar, Pratibha A.、Shepherd, C. David、Thorpe, Dayle I.(2000)。A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through A Longitudinal Study。Journal of Retailing，76(2)，139-173。  new window
11.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
12.Wakefield, Kirk L.、Blodgett, Jeffrey G.、Sloan, Hugh J.(1996)。Measurement and management of the sportscape。Journal of Sport Management，10(1)，15-31。  new window
13.Wakefield, K. L.、Blodgett, J. G.(1999)。Customer Response to Intangible and Tangible Service Factors。Psychology and Marketing，16(1)，51-68。  new window
14.Tsuji, Y.、Bennett, G.、Zhang, J.(2007)。Consumer satisfaction with an action sports event。Sport Marketing Quarterly，16(4)，199-208。  new window
15.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
16.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  new window
17.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
18.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
19.Day, Ralph L.(1984)。Modeling choices among alternative responses to dissatisfaction。Advances in Consumer Research，11(1)，496-499。  new window
20.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
21.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
22.Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal，6(1)，1-55。  new window
23.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing，56(2)，57-71。  new window
24.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
25.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
26.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
27.Turley, L. W.、Milliman, R. E.(2000)。Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence。Journal of Business Research，49(2)，193-211。  new window
圖書
1.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
2.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
其他
1.Brady, M. K., Voorhees, C. M., Cronin, J. J., & Bourdeau, B. L.(2006)。The good guys don’t always win: The effect of valence on service perceptions and consequences。  new window
2.Braunstein, J. R., Zhang, J. J., Trail, G. T., & Gibson, H.(2005)。Dimensions of market demand associated with major league baseball spring training: Development of a scale。  new window
3.Ferreira, M. & Armstrong, K. L.(2004)。An exploratory examination of attributes influencing students’ decisions to attend college sport event。  new window
4.Hill, B., & Green, B. C.(2000)。Repeat attendance as a function of involvement, loyalty, and the sportscape across three football context。  new window
5.Kim, Y. K., Smith, R., & James, J. D.(2010)。The role of gratitude in sponsorship: The case of participant sports。  new window
6.Kwon, H. H., Trail, G. T, & Anderson, D.(2005)。Are points of attachment necessary in predicting cognitive, affective, conative, or behavioral loyalty? A case analysis。  new window
7.Trail, G. T., Anderson, D. F., & Fink, J. S.(2005)。Consumer satisfaction and identity theory: A model of sport spectator conative loyalty。  new window
8.Zhang, J. J., Pease, D. G., Smith, D. W., Lee, J. T., Lam, E. T. C., & Jambor, E. A.(1997)。Factors affecting the decision marking of spectators to attend minor league hockey game。  new window
9.Zhang, J. J., Smith, D. W., Pease, D. C., Lam, E. T. C.(1998)。Dimensions of spectator satisfaction toward support programs of professional hockey games。  new window
 
 
 
 
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