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Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience

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CONTRIBUTORS:
  Author Greenwell, C.T.
  Author Fink, J.S. (The Ohio State University Columbus)
  Author Pastore, D.L. (The Ohio State University Columbus)
JOURNAL:
  Sport Management Review [SMR], 5(2), 129 - 148.
YEAR: 2002
PUB TYPE: Journal Article
SUBJECT(S): None
DISCIPLINE: No discipline assigned
HTTP:
LANGUAGE: None
PUB ID: 103-389-428 (Last edited on 2003/04/26 20:39:41 GMT-6)
SPONSOR(S):
 
 REFERENCES: (Display Abstract)
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[ 2 | 0 ] Anderson, E.W.; Fornell, C.; Lehmann, D.R.. (1994) Customer satisfaction, market share, and profitability: Findings from Sweden
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[ 1 | 0 ] Anderson, E.W.; Sullivan, M.W.. (1993) The antecedents and consequences of customer satisfaction for firms
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[ 7 | 0 ] Baade, R. A.; Tiehen, L. J.. (1990) An analysis of major league baseball attendance, 1969-1987
     (Journal Article in Journal of Sport and Social Issues (JSSI) )
[ 2 | 0 ] Bernhardt, K.L.; Donthu, N.; Kennett, P.A.. (2000) A longitudinal analysis of satisfaction and profitability
     (Journal Article in Journal of Business Research )
[ 8 | 0 ] Bitner, M. J.. (1992) Servicescapes: The impact of physical surroundings on customers and employees
     (Journal Article in Journal of marketing )
[ 1 | 0 ] Boulding, W.; Kalra, A.; Staelin, R.; Zeithaml, V.A.. (1993) A dynamic process model of service quality: From expectation to behavioral intentions
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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
     (Journal Article in Journal of Business Research )
[ 4 | 0 ] Branvold, S. E.; Pan, D. W.; Gabert, T. E.. (1997) Effects of winning percentage and market size on attendance in minor league baseball
     (Journal Article in Sport Marketing Quarterly [SMQ] )
[ 2 | 61 ] Chelladurai, Packianathan; Chang, Kyungro. (2000) Targets and standards of quality in sport services
     (Journal Article in Sport Management Review [SMR] )
[ 2 | 0 ] Churchill, G.A.; Surprenant, C.. (1982) An investigation into the determinants of customer satisfaction
     (Journal Article in Journal of Marketing Research )
[ 1 | 0 ] Cohen, J.; Cohen, P.. (no date) Applied multiple regression/correlation analysis for the behavioral sciences  Hillsdale, NJ: Lawrence Erlbaum Associates.
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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
     (Journal Article in Journal of retailing )
[ 9 | 0 ] Cronin, J. J.; Taylor, S. A.. (1992) Measuring service quality: A reexamination and extension
     (Journal Article in Journal of marketing )
[ 1 | 0 ] Day, R.L.. (1984) Modeling choices among alternative responses to dissatisfaction
     (Journal Article in Advances in Consumer Research )
[ 2 | 0 ] DeSchriver, T.D.. (1999) Factors affecting spectator attendance at NCAA Division II football contests
     (Journal Article in International Sports Journal )
[ 1 | 0 ] Donovan, R.J.; Rossiter, J.R.. (1982) Store atmosphere: An environmental psychology approach
     (Journal Article in Journal of Retailing )
[ 3 | 0 ] Fornell, C.. (1992) A national customer satisfactin barometer: The Swedish experience
     (Journal Article in Journal of marketing )
[ 2 | 0 ] Fornell, C.; Wernerfelt, B.. (1987) Defensive marketing strategy by customer complaint management: A theoretical analysis
     (Journal Article in Journal of Marketing Research )
[ 1 | 0 ] Freiling, H.P.. (1997) An Analysis of the Factors that Influence Fan Attendance at Minor League Baseball Games
     (Thesis/Dissertation
[ 1 | 0 ] Gates, R.; Solomon, P.J.. (1982) Research using the mall intercept: State of the art
     (Journal Article in Journal of Advertising Research )
[ 1 | 0 ] Grossbart, S.; Hampton, R.; Rammohan, B.; Lapidus, R.S.. (1990) Environmental dispositions and customer response to store atmospherics
     (Journal Article in Journal of Business Research )
[ 3 | 0 ] Hair, J.F.; Anderson, R.E.; Tatham, R.L.; Black, W.C.. (1998) Multivariate data analysis with readings  Englewood Cliffs, NJ: Prentice Hall.
     (Book )
[ 6 | 5 ] Hansen, H.; Gauthier, R.. (1989) Factors affecting attendance at professional sport events
     (Journal Article in Journal of Sport Management [JSM] )
[ 1 | 0 ] Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A.. (1997) The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value  New York: Free Press.
     (Book )
[ 1 | 0 ] Heskett, J.L.; Jones, T.O.; Loveman, G.W.; Sasser, W.E.Jr.; Schlesinger, L.A.. (1994) Putting the service-profit chain to work
     (Journal Article in Harvard Business Review )
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