This paper attempts to examine the relationship between service quality and customer satisfaction in spectator sports. The relationship between these two constructs is examined, first, by a review of the literature to date and, second, by the results of almost 200 questionnaires completed by spectators at two professional basketball games in Athens, Greece. The results of the questionnaire study are examined and, in conclusion, the implications and limitations of the study are discussed. Areas for further research are also suggested.
Theodorakis, N., Kambitsis, C. and Laios, A. (2001), "Relationship between measures of service quality and satisfaction of spectators in professional sports", Managing Service Quality: An International Journal, Vol. 11 No. 6, pp. 431-438. https://doi.org/10.1108/09604520110410638
MCB UP Ltd
Copyright © 2001, MCB UP Limited