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

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CONTRIBUTORS:
  Author Murray, D. (b. ----, d. ----)
  Author Howat, G. (University of South Australia)
JOURNAL:
  Sport Management Review, 5(1), 25 - 43.
YEAR: 2002
PUB TYPE: Journal Article
SUBJECT(S): None
DISCIPLINE: No discipline assigned
HTTP:
LANGUAGE: None
PUB ID: 103-389-041 (Last edited on 2003/06/09 18:16:46 GMT-6)
SPONSOR(S):
 
 REFERENCES: (Display Abstract)
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[ 1 | 0 ] Anderson, G.W.; Sullivan, M.W.. (1990) Customer satisfaction and retention across firms
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[ 2 | 0 ] Asubonteng, P.; McCleary, K.; Swan, J.. (1996) SERVQUAL revisited: A critical review of service quality
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[ 2 | 0 ] Babakus, E.; Boller, G.. (1991) An empirical assessment of the SERVQUAL scale
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[ 2 | 0 ] Babin, B.J.; Griffin, M.. (1998) The nature of satisfaction: An updated examination and analysis
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[ 2 | 0 ] Backman, S. J.. (1991) An investigation of the relationship between activity loyalty and perceived constraints.
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[ 2 | 0 ] Bernhardt, K.L.; Donthu, N.; Kennett, P.A.. (2000) A longitudinal analysis of satisfaction and profitability
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[ 3 | 0 ] Berry, L. L.; Parasuraman, A.; Zeithaml, V. A.. (1993) More on improving service quality measurement
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[ 2 | 0 ] Bitner, M.J.; Booms, B.; Tetreault, M.. (1990) The service encounter: Diagnosing favourable and unfavourable incidents
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[ 3 | 0 ] Brady, M.K.; Robertson, C.J.. (2001) Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study
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[ 2 | 0 ] Buttle, F.. (1996) SERVQUAL: Review, critique, research agenda
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[ 3 | 0 ] Carman, J. M.. (1990) Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
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[ 2 | 61 ] Chelladurai, Packianathan; Chang, Kyungro. (2000) Targets and standards of quality in sport services
     (Journal Article in Sport Management Review [SMR] )
[ 0 | 0 ] No contributors listed. (1999) Vulnerable adults attending public sports and leisure centres: Participation levels and perceptions of service quality  New Zealand: Waikato University.
     (Conference Proceedings from the ANZALS Biennial Conference )
[ 1 | 0 ] Crompton, J. L.; Mackay, K. J.. (1989) Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs
     (Journal Article in Leisure Sciences )
[ 2 | 0 ] Crompton, J.L.; MacKay, K.J.; Fesenmaier, D.R.. (1991) Identifying dimensions of service quality in public recreation
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[ 4 | 0 ] Cronin, JrJ. J.; Brady, M. K.; Hult, G. T. M.. (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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[ 9 | 0 ] Cronin, J. J.; Taylor, S. A.. (1992) Measuring service quality: A reexamination and extension
     (Journal Article in Journal of marketing )
[ 5 | 0 ] Cronin, J. J.; Taylor, S. A.. (1994) SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
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[ 1 | 0 ] De Ruyter, K.; Bloemer, J.; Peeters, P.. (1997) Merging service quality and service satisfaction: An empirical test of an integrative model
     (Journal Article in Journal of Economic Psychology )
[ 1 | 0 ] De Ruyter, K.; Wetzels, M.; Bloemer, J.. (1997) On the relationship between perceived service quality, service loyalty and switching costs
     (Journal Article in International Journal of Service Industry Management )
[ 1 | 0 ] Eskildsen, J.K.; Dahlgaard, J.J.. (2000) A causal model for employee satisfaction
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[ 2 | 0 ] Fornell, C.; Wernerfelt, B.. (1987) Defensive marketing strategy by customer complaint management: A theoretical analysis
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[ 2 | 0 ] Gagliano, K.; Hathcote, J.. (1994) Customer expectations and perceptions of service quality in retail apparel specialty stores
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[ 2 | 0 ] Gale, B.. (1997) Customer satisfaction - relative competitors - is where it's at. (Strong evidence that superior quality drives the bottom line and shareholder value.)
     (Journal Article in Marketing and Research Today )
[ 2 | 0 ] Ganesh, J.; Arnold, M.J.; Reynolds, K.E.. (2000) Understanding the customer base of service providers: An examination of the differences between switchers and stayers.
     (Journal Article in Journal of Marketing )
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