Loading...
Service Fairness in Spectator Sport: The Importance of Voice and Choice on Customer Satisfaction
Greenwell, T. Christopher Brownlee, Eric Jordan, Jeremy S. Popp, Nels
Greenwell, T. Christopher
Brownlee, Eric
Jordan, Jeremy S.
Popp, Nels
Citations
Altmetric:
Genre
Journal article
Date
2008-06
Advisor
Committee member
Group
Department
Sport and Recreation Management
Permanent link to this record
Collections
Research Projects
Organizational Units
Journal Issue
DOI
Abstract
This study examines how perceptions of fairness may influence sport spectators' satisfaction. An experimental design was utilized to determine how voice (whether or not administrators solicit customers' input) and choice (whether or not customers have a role in making decisions) can alter overall satisfaction/dissatisfaction. Further, this study investigates how financial inputs and the degree to which a customer considers himself/herself a fan may interact with these effects. Researchers collected data from 346 subjects. Each subject received one of eight (2 voice x 2 choice x 2 price) versions of a scenario representing an adverse outcome typical of a university athletic ticket policy. Results revealed the main effects of choice and price each influenced satisfaction, as subjects were less dissatisfied when students had a role in developing the policy and when the tickets were free. Significant differences did not exist for the main effect of voice or any of the interaction effects.
Description
Citation
Greenwell, T.C., Brownlee, E., Jordan, J.S., & Popp, N. (2008). Service fairness in spectator sport: The importance of voice and choice on customer satisfaction. Sport Marketing Quarterly, 17(2), 71-78.
Citation to related work
Fitness Information Technology Inc.
Available at: https://fitpublishing.com/content/service-fairness-spectator-sport-importance-voice-and-choice-customer-satisfaction-pp-71-78
Available at: https://fitpublishing.com/content/service-fairness-spectator-sport-importance-voice-and-choice-customer-satisfaction-pp-71-78
Has part
Sport Marketing Quarterly, Vol. 17
ADA compliance
For Americans with Disabilities Act (ADA) accommodation, including help with reading this content, please contact scholarshare@temple.edu