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The sport spectator satisfaction model : A conceputal framework for understanding the satisfaction of spectators

Van Leeuwen, Linda, Quick, Shane and Daniel, Kerry 2002, The sport spectator satisfaction model : A conceputal framework for understanding the satisfaction of spectators, Sport management review, vol. 5, no. 2, pp. 99-128.

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Title The sport spectator satisfaction model : A conceputal framework for understanding the satisfaction of spectators
Author(s) Van Leeuwen, Linda
Quick, Shane
Daniel, Kerry
Journal name Sport management review
Volume number 5
Issue number 2
Start page 99
End page 128
Publisher Sport Management Association of Australia & New Zealand
Place of publication Melbourne, Vic.
Publication date 2002
ISSN 1441-3523
1839-2083
Summary Customer satisfaction is associated with numerous positive business outcomes and is recognised as an important field of study. However, only limited research has addressed the satisfaction of sport spectators, with even fewer studies examining the determinants of this satisfaction. Yet an understanding of how spectators arrive at evaluations of satisfaction or dissatisfaction provides a useful insight for directing marketing and operational efforts. The Sport Spectator Satisfaction Model (SSSM) is an extension of the Disconfirmation of Expectations Model (DEM) accommodating unique aspects of the sport product, as well as accommodating the core and peripheral dimensions of the spectator service. The SSSM depicts club identification and the win/lose phenomenon as considerable influences on the satisfaction spectators derive from the game and its peripheral services. The SSSM integrates marketing theory, social identity theory and sport marketing theory to broaden our understanding of spectator satisfaction and provide a platform for further research.
Language eng
Field of Research 150399 Business and Management not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Persistent URL http://hdl.handle.net/10536/DRO/DU:30001613

Document type: Journal Article
Collection: School of Management and Marketing
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