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Article
Publication date: 19 December 2019

Yunduk Jeong and Sukkyu Kim

The purpose of this paper is to explore structural relationships between quality, destination image, perceived value, tourist satisfaction and destination loyalty with…

Abstract

Purpose

The purpose of this paper is to explore structural relationships between quality, destination image, perceived value, tourist satisfaction and destination loyalty with emphasis on the mediating effect of tourist satisfaction on relations between destination image and destination loyalty, and between perceived value and destination loyalty in the context of small-scale sporting events.

Design/methodology/approach

Construct validity of the measurement scale was verified by confirmatory factor analysis, factor loadings, average variance extracted, construct reliability and correlation analysis. Reliability of the measurement scale was verified by Cronbach’s α analysis. A structural equation modeling test with maximum likelihood estimation was used to test structural relationships between variables in the proposed model using the responses of 311 participants.

Findings

Results showed significant and powerful impacts of: event quality, destination image and perceived value on tourist satisfaction; destination image, perceived value, and tourist satisfaction on destination loyalty and demonstrated; and tourist satisfaction fully mediates relationships between destination image and destination loyalty, and between perceived value and destination loyalty.

Originality/value

The study shows: it is meaningful to include quality and value in tourism destination image-satisfaction-loyalty models; provides empirical evidence that tourist satisfaction fully mediates the relation between perceived value and destination loyalty; and confirms small-scale as well as large-scale sporting events should be viewed as important aspects of marketing strategies aimed at improving quality, image, value, satisfaction and loyalty.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 4
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 9 October 2017

Kostantinos Alexandris, Nicholas Theodorakis, Kiki Kaplanidou and Dimitra Papadimitriou

The purpose of this paper is twofold: to investigate if the three service quality dimensions (service environment, interaction and outcome quality), proposed by Brady and…

Abstract

Purpose

The purpose of this paper is twofold: to investigate if the three service quality dimensions (service environment, interaction and outcome quality), proposed by Brady and Cronin (2001), influence the development of event loyalty, among runners of the “‘Alexander the Great’ International Marathon”, and to test if running loyalty moderates the relationship between event quality and event loyalty.

Design/methodology/approach

In all, 368 runners participated in the study and filled the Sport Event Quality Questionnaire (Theodorakis et al., 2015) and an adjusted version of the Leisure Involvement Questionnaire (Kyle et al., 2010).

Findings

The results indicated that only the service environment and outcome dimensions contributed significantly to the prediction of event loyalty, while, and in contrast to other sport services, interaction quality was not shown to be an important determinant for the development of event loyalty. Furthermore, running involvement was shown to play a moderating role in the relationship between event quality and event loyalty. Service quality is more important for the development of event loyalty among low- than high-involved runners. The theoretical and applied implications of these results are discussed.

Research limitations/implications

The study provided results on how high- and low-involved runners perceive event quality, and for which of these groups the event quality is an important antecedent for the development of event loyalty.

Practical implications

Investigating the moderating role of involvement on the relationship between service quality and loyalty has also applied value. While committed runners have been traditionally seen as a key target group for event marketing professionals, the majority of runners in city marathons today are more leisure oriented. The increase in the number of leisure runners is actually the reason for the rapid growth of city marathons in the last few years. Meeting the needs of these leisure runners and increasing their loyalty levels is therefore a key task for marathon marketers today.

Originality/value

This study contributes to the literature, as for the first time it explores the moderating role of involvement on the relationship between service quality and loyalty in the context of a sport event.

Details

International Journal of Event and Festival Management, vol. 8 no. 3
Type: Research Article
ISSN: 1758-2954

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Article
Publication date: 1 June 1999

Martin O’Neill, Donald Getz and Jack Carlsen

In stressing the importance of service quality to the events industry this paper seeks to investigate the conceptualisation and measurement of service quality and the…

Abstract

In stressing the importance of service quality to the events industry this paper seeks to investigate the conceptualisation and measurement of service quality and the relationships between service quality, customer satisfaction and repeat visitation at events. It reports the findings from a recently conducted study into service quality at an international event in Western Australia. A visitor survey and unobtrusive observation method were both applied to a surfing event in order to ascertain visitor perceptions of service quality at the event and assist management in a more comprehensive evaluation. In so doing it highlights those features deemed essential.

Details

Managing Service Quality: An International Journal, vol. 9 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 11 November 2014

Po-Ju Chen, Dipendra Singh, Ahmet Bulent Ozturk and Abdullah Makki

– The objective of this study was to examine the effects of performance and uniqueness as predictors of fundraising event quality.

Abstract

Purpose

The objective of this study was to examine the effects of performance and uniqueness as predictors of fundraising event quality.

Design/methodology/approach

This study utilized intercept surveys collected from attendees at a non-profit fundraising event organized by the tourism and hospitality industry in a major tourism destination. Factor analysis was used to explore underlying event performance dimensions. Multiple regression analysis was used to assess predictability of event performance and unique experience design as predictors of event quality.

Findings

Three salient dimensions were identified: Hedonic Event Performance, Event Design Performance and Informative Event Performance. Of the three dimensions, Hedonic Event Performance was found to significantly predict Event Quality. However, Unique Event Experience provided stronger predictability of Event Quality.

Research limitations/implications

The results provide information which can be utilized by event organizers or managers to enhance the overall quality of fundraising events. The distinct attributes of event success identified in this study can be capitalized upon for improving future attendance. The use of event attendees from one particular event, which focused on a very specific cause, can be considered a limitation of the study.

Originality/value

This study focused on identifying different dimensions of a fundraising event which impact quality. The study provides insight into uniqueness of event experiences and their effect on event quality.

Details

Tourism Review, vol. 69 no. 4
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 1 April 2014

Behzad Foroughi, KhairulAnuar Mohammad Shah, Davoud Nikbin and Sunghyup Sean Hyun

The purpose of this study is to examine the relationship between event quality and fan satisfaction and consequent fan attendance of soccer matches in Iran. Data on game…

Abstract

The purpose of this study is to examine the relationship between event quality and fan satisfaction and consequent fan attendance of soccer matches in Iran. Data on game quality, augmented service, interaction, outcome, environment, fan satisfaction and attendance were gathered from 260 spectators attending an Iranian premier league soccer match by means of a survey. The results show that, except for interaction, all dimensions of event quality have a significant relationship with fan satisfaction. Moreover, the effect of game quality on fan satisfaction is stronger than other dimensions. The results also confirm the significant relationship between fan satisfaction and attendance. Fan satisfaction is shown to be partially mediating the relationship between event quality and game attendance. Practical implications for facility managers and sports marketers are discussed.

Details

International Journal of Sports Marketing and Sponsorship, vol. 15 no. 3
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 17 May 2011

Yong Jae Ko, James Zhang, Kevin Cattani and Donna Pastore

The purpose of this study is to enhance understanding of service quality at major spectator sports events by developing a conceptual framework and measurement scale…

Abstract

Purpose

The purpose of this study is to enhance understanding of service quality at major spectator sports events by developing a conceptual framework and measurement scale specifically designed for assessment of spectators' perceptions of event quality.

Design/methodology/approach

Utilising a comprehensive literature review and detailed qualitative preliminary procedures, a comprehensive model of event quality for spectator sports (MEQSS) and a measurement scale of event quality in spectator sports (SEQSS) are developed. The models are then tested using confirmatory factor analysis and structural equation modelling using data from a quantitative survey of a convenience sample of spectators at a major league baseball game in the United States.

Findings

The proposed model is shown to fit the data well. Reliability and validity of the SEQSS are established through a pilot test and the substantive survey.

Research limitations/implications

The findings of the study are limited by the sample being restricted to a single sports event in the United States. Further studies in other settings using larger samples are desirable.

Practical implications

The study provides a valid and reliable conceptual framework and measurement tool that can be used to ascertain the quality perceptions of consumers of major spectator sports events. Managers can use this framework and measurement scale as a diagnostic tool to identify strengths and weaknesses in their services, this providing guidance for potential areas of improvement.

Originality/value

This study extends the literature on service quality by providing a unique conceptual framework and measurement scale for major spectator sports events.

Details

Managing Service Quality: An International Journal, vol. 21 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 10 June 2020

Supawat Meeprom and Tongrawee Silanoi

The aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that…

Abstract

Purpose

The aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.

Design/methodology/approach

A self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.

Findings

The study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.

Research limitations/implications

There are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.

Originality/value

This is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

Details

International Journal of Event and Festival Management, vol. 11 no. 3
Type: Research Article
ISSN: 1758-2954

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Article
Publication date: 14 August 2017

Jin-Soo Lee and Chia-Hao Chiang

The purpose of this paper is to explore a multidimensional quality scale for the identification of incentive travel attributes.

Abstract

Purpose

The purpose of this paper is to explore a multidimensional quality scale for the identification of incentive travel attributes.

Design/methodology/approach

The combined qualitative and quantitative method was used.

Findings

The resulting quality scale comprises 32 items with eight factors: image and attractions, accessibility, site environment, hotel facilities, opportunities for networking and sense of achievement/reward, program, specially arranged program and local people.

Practical implications

The results of this study provide insights for practitioners in Taiwan, particularly the government bodies concerned and incentive event organizers, and thus assist the practitioners in making strategic plans and decisions to ensure event quality and overall attendee satisfaction.

Originality/value

The value of this study is the first attempt to develop and validate a scale for capturing the quality of incentive events.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 8
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 8 May 2018

Tiago Miguel Ribeiro, Abel Correia, Rui Biscaia and Carlos Figueiredo

The purpose of this paper is to examine the effects of service quality on perceived positive and negative social impact of the 2016 Rio de Janeiro Olympic Games.

Abstract

Purpose

The purpose of this paper is to examine the effects of service quality on perceived positive and negative social impact of the 2016 Rio de Janeiro Olympic Games.

Design/methodology/approach

A field study was conducted in Rio de Janeiro, and data were collected from residents who attended the Olympic Games through a self-administered questionnaire (n=519). The questionnaire included measures of perceived service quality, positive and negative social impact. A confirmatory factor analysis analysed the psychometric properties of the constructs, and a subsequent structural equation model examined the relationships between service quality and social impact perceptions.

Findings

The results show good psychometric properties of a multidimensional construct of service quality composed of the technical, functional, aesthetic, access, accommodation and complementary events dimensions. The service quality construct was significantly related to both positive social impact (city image and community pride enhancement, social experiences and public infrastructures) and negative social impact (social conflicts and costs) perceptions.

Originality/value

This study contributes to the literature by examining the role of service quality in sport mega-events and testing on different facets of social impact. The findings highlight that social atmosphere and new experiences in the Olympic Games are critical when planning these events.

Details

International Journal of Sports Marketing and Sponsorship, vol. 19 no. 2
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 17 May 2011

Kae Sung Moon, May Kim, Yong Jae Ko, Daniel P. Connaughton and Jeoung Hak Lee

The purpose of this study is to examine the theoretical relationship between event quality perceptions of an international sport event and the host city's destination image.

Abstract

Purpose

The purpose of this study is to examine the theoretical relationship between event quality perceptions of an international sport event and the host city's destination image.

Design/methodology/approach

Reliability and validity of the measurement scale were established through a confirmatory factor analysis (CFA), Cronbach's alpha analyses, and intercorrelation analyses. A structural equation model (SEM) test with maximum likelihood estimation was performed to test the relationship among the research variables using 451 participants.

Findings

The results suggest that event quality perceptions, particularly intangible factors, positively influence the destination image. Theoretical and practical implications are discussed.

Originality/value

To date, there have been few empirical studies examining the relationship between international sport event quality and destination image. Consequently, understanding the role of event quality of an international sport event and the destination image in a tourist's decision‐making process, and their theoretical relationship, will make both scientific and practical contributions.

Details

Managing Service Quality: An International Journal, vol. 21 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

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