The purpose of this study is to examine the influence of controllable service quality factors as firm-based antecedents to two dimensions of customer engagement behavior among Formula One racing spectators. This study uses the theory of customer engagement (van Doorn et al., 2010) as a guiding framework and applies Bettencourt’s (1997) model of customer voluntary performance (CVP) to examine how perceptions of ancillary services and value can prompt management cooperation and prosocial behavior among spectators of a recurring mega-sport event. Findings suggest that spectator interactions with event personnel and the physical environment can positively impact consumer perceptions of value and lead to greater fan engagement. Event organizers should focus management and marketing efforts on the utilitarian value (price/value for money) associated with attending a mega event and promote physical environment factors that can enhance the overall event experience.

中文翻译：

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服务质量，感知价值和粉丝参与度：以上海一级方程式赛车为例

这项研究的目的是检验作为公司基础的可控制服务质量因素对一级方程式赛车观众中顾客参与行为的两个方面的影响。这项研究使用客户参与理论（van Doorn等，2010）作为指导框架，并应用贝滕古尔（Bettencourt，1997）的客户自愿绩效模型（CVP）来检验对辅助服务和价值的看法如何促进管理合作和亲社会关系。重复出现的大型体育赛事的观众行为。研究结果表明，观众与活动人员和自然环境的互动可以对消费者的价值观念产生积极影响，并增加粉丝的参与度。