ABSTRACT

Research question

Previous research on service quality in spectator sport has provided mixed results on its measurement and influence on spectators’ outcomes. This study synthesises previous empirical research in a meta-analytic framework to provide a comprehensive understanding of service quality measurement, its effects on spectators’ perceived value, satisfaction and behavioural intentions, while also exploring culture and sport setting as moderators.

Research methods

This meta-analysis is based on a comprehensive search of peer-reviewed articles. It integrates 121 effect sizes based on 139,796 participants from 121 independent studies that were examined through a meta-analytic structural equation model.

Results and findings

The results indicated that the dimensions of functional and aesthetic quality had a moderate effect on perceived value and a small effect on both satisfaction and behavioural intentions. Core product quality showed a moderate influence on satisfaction but did not influence neither perceived value nor behavioural intentions. Both perceived value and satisfaction were significantly related to behavioural intentions. Culture and sport setting partially moderated the relationships between service quality and spectator outcomes (perceived value, satisfaction and behavioural intentions towards the teams).

Implications

This meta-analysis aggregates a range of attributes derived from previous studies in a comprehensive model and provides a succinct overview of the differential role of service quality dimensions on spectators’ perceived value, satisfaction and behavioural intentions. It offers a roadmap for planning service delivery in spectator sport that contributes to recalibrate future directions for research and practice.

中文翻译：

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服务质量及其对消费者结果的影响：观赏性体育运动的荟萃分析综述

摘要

研究问题

先前关于观赏性体育服务质量的研究在其测量和对观众结果的影响方面提供了不同的结果。本研究在元分析框架中综合了之前的实证研究，以全面了解服务质量测量及其对观众感知价值、满意度和行为意图的影响，同时还探索文化和体育环境作为调节因素。

研究方法

这项荟萃分析基于对同行评审文章的全面搜索。它整合了基于 121 项独立研究的 139,796 名参与者的 121 种效应大小，这些研究通过荟萃分析结构方程模型进行了检查。

结果和发现

结果表明，功能和审美质量维度对感知价值有中等影响，对满意度和行为意图影响较小。核心产品质量对满意度有中等影响，但既不影响感知价值也不影响行为意图。感知价值和满意度都与行为意图显着相关。文化和体育环境在一定程度上调节了服务质量和观众结果（对球队的感知价值、满意度和行为意图）之间的关系。

影响

这项荟萃分析在一个综合模型中汇总了先前研究中得出的一系列属性，并简要概述了服务质量维度对观众感知价值、满意度和行为意图的不同作用。它为规划观赏性体育服务提供提供了路线图，有助于重新调整未来的研究和实践方向。