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Given the increased competition among running events, it is important for event organizers to comprehend how they can retain a base of loyal customers. The purpose of the present study was to investigate the association between sport event personality and loyalty intentions of runners participating in a running event. More specifically, it examined the relationship of sport event personality dimensions with the overall image of a sporting event as well as the association of event image with runners’ loyalty intentions.

Data were collected from 247 participants of an international running event. A structural equation model analysis was followed.

The results showed that three dimensions of event personality (namely, excitement, sophistication and sincerity) predicted event image, which in turn positively associated with loyalty intentions.

The study discusses how event managers can improve the image of their events in order to increase their customers’ loyalty levels.

This is one of the first endeavors that examined the role of event image, a construct that has not received much attention in the context of road races, in a model concerning event participation.

The purpose of this paper is to test the psychometric properties of the Team Brand Personality Scale by Blank et al. (2013, 2018) in the context of the professional football clubs in Greece, based on the perceptions of fans for their own team and the rival team. The brand personality team scores of the fans are also used to create a league map presenting the brand personality of the different teams of the Greek football Super League.

Following a quantitative research design, 724 Greek football fans completed an electronic questionnaire assessing demographics, brand personality, team identification, sport involvement, attitudinal loyalty and game attractiveness.

The results partially confirmed the psychometric properties of the brand personality scale and suggested that the notion of brand personality influences positively the attitudinal loyalty and game attractiveness of the fans. Based on the results, the personality structure for the football league was also created and discussed.

This study was set to focus only on the brand personality perceptions of the highly identified fans of football teams, known in the literature as realized brand personality. However, a thorough understanding of the particular concept requires also the perspective of sport marketers who may perceive the brand personality in a different manner (i.e. intended brand personality), so as to build a holistic picture of brand personality of football teams.

This research confirms that football teams have already projected a unique personality among their highly identified fans which can be used by marketing practitioners while designing integrated communication strategies.

This paper contributes to the broad brand personality literature by replicating Blank’s et al.’s sport team personality scale to the Greek context and the league level, involving both supporting fans and rivals.

Internal marketing is an important approach for fostering a service‐ and customer‐oriented culture in an organization. A critical component of internal marketing is the provision of internal service quality. While researchers have conducted studies of internal service quality, there has been no general agreement on the measurement of the concept. Work to date has attempted to use the SERVQUAL instrument as a tool for measuring internal service quality. Researchers have not, however, demonstrated that the instrument can be reasonably modified to measure internal service quality. The current study modified the SERVQUAL instrument for a service setting and empirically tested and confirmed that it is appropriate for measuring internal service quality. While previous research has not confirmed the validity and reliability of all five SERVQUAL dimensions in a service setting, the results of the current study confirmed that all five dimensions – reliability, assurance, tangibles, empathy, responsiveness – were distinct and conceptually clear.

This study examines the mediating role of Overall Service Quality in the service quality-customer satisfaction relationship in the context of professional football. Quantitative data were collected from a survey of 415 spectators attending a professional football game in Greece. A confirmatory factor analysis (CFA) was employed to examine the validity of the scale. Multiple regression analyses was used to assess the mediation effect of Overall Service Quality. Results of the CFA and alpha test supported the psychometric property of the scale. Overall Service Quality was shown to mediate the relationship between the five dimensions of service quality and fans' satisfaction.

The purpose of this paper is to test: the applicability of Aaker’s (1997) brand personality model in the context of mountain running races; and the influence of event personality on event involvement and loyalty.

In total, 177 runners (n=177) at two mountain running races participated in the study and filled the brand personality (Aaker, 1997) and leisure involvement (Kyle et al., 2004a, b) questionnaires.

The confirmatory factor analysis provided support for the factorial validity of the brand personality and event involvement models. The analysis confirmed also the structural model. Four of the five personality facets (excitement, competence, ruggedness and sincerity) significantly influenced the three dimensions of event involvement, which in their turn influenced event loyalty (intention to participate and W-O-M communications).

The topic of brand personality is important for building brand equity and guiding market positioning in the growing running races sector. The current study provides event organizers with a tool for measuring the personality of their events. Furthermore, it explains how event personality influences the development of event involvement, which is an important variable for the development of event loyalty.

It contributes to the academic literature in two ways: first, the construct of brand personality has not been previously applied in the context of outdoor sport events and especially mountain running races; and second, while it has been theoretically proposed (Aaker, 1997; Keller, 2008) and empirically supported (Eisend and Stokburger-Sauer, 2013) in the general marketing literature that brand personality is associated with positive behavioral and attitudinal (e.g. brand loyalty and brand involvement) outcomes, there has been no published research to test the relationships among brand personality, involvement and loyalty in the context of outdoor sport events.

The reason patrons cease to attend sporting events is not well understood. The purpose of this paper is to examine how factors motivate and inhibit patronage from continuing.

A random sample of a sport franchise's fan database (n=308) is drawn. First, respondent data refines measures and tests a structural equation model of direct and indirect links to patronage. Next, content analysis classifies spectators according to self‐stated barriers to continuance. These groupings then check the moderating role constraints have on patron attitude and behaviour.

Structural work confirms both direct and indirect links but notes that consumption primarily took an indirect route, with motivational desires rousing fan involvement and media use before increasing attendance. Group differences verify constraints and limit patronage but do not dampen product‐related attitude.

The study helps clarify the connection between media use and attendance, describing how constraints impede spectator consumption. Study limitations include a focus on one hedonic service setting and the use of cross‐sectional data to examine ongoing phenomena.

Negotiating barriers to repeat purchase remains largely overlooked as a foundation for guiding strategy. Practical implications consider integrating both motives and constraints when marshalling efforts that build continuance.

Despite early interest from marketing practitioners, factors that inhibit patronage have drawn little attention. This study employs content and path analysis to address the matter.

The study aims to: measure brand associations in the context of a fitness club, test the influence of brand associations on the development of brand loyalty, and investigate the role of service quality on the development of brand associations.

A total of 165 members of a managed‐owned fitness club, located in North Greece, participated in the study. They completed a 25‐item questionnaire to measure brand associations, and a 25‐item questionnaire to measure service quality.

The exploratory factor analysis revealed eight brand association factors: popularity, management, logo, escape, vicarious achievement, nostalgia, pride and affect. In terms of the relationships among brand associations, loyalty and service quality, the regression analyses revealed that: five of the eight brand associations (escape, nostalgia, pride, logo, and affect) significantly contributed to the prediction of loyalty, the service quality dimensions predicted significant amount of variances in all the eight brand associations.

The study provides support for the value of measuring brand associations in the fitness industry. Furthermore, various suggestions related to how fitness club managers can measure brand associations and design marketing strategies in order to develop them, are discussed.

The study provides empirical verification of the links among brand associations, brand loyalty and service quality, which have been theoretically proposed, but not empirically tested in the literature.

The purpose of this article is to investigate the path service quality → customer satisfaction → loyalty, at the level of constructs, drawing from the Greek insurance industry.

A SERVQUAL type service‐quality instrument is developed for Greek insurance. Confirmatory and exploratory factor analyses are used to determine the scale's dimensionality. Path analysis is utilized to examine a model linking service quality, customer satisfaction and loyalty at the level of constructs' individual determinants.

SERVQUAL's dimensionality is not confirmed. A non‐tangibles, tangibles structure exists in Greek insurance. “Tangibles” does not affect customer satisfaction while WOM is an antecedent of repurchasing intentions. Satisfaction does not directly influence the latter.

This study suffers the limitation that it tests the fit of the model within the limits of a single service industry. Another limitation is availability sampling. However, the satisfactory fit of the estimated model allows for the study to be a reliable comparison basis for future research.

Insurance managers may use GIQUAL for measuring the quality of insurance services offered. They must improve the intangible rather than the tangible elements of service and direct their support mechanisms towards developing customers willing to engage in positive WOM. The proposed model can be used to provide comparable findings across sectors, countries and time provided that, in each case, an appropriately customized SERVQUAL type scale is used.

This study explores the service quality, satisfaction, and loyalty path at the level of specific dimensions drawing from Greek insurance.

The purpose of this study is to explore how the adoption of an internal marketing (IM) programme in a retail banking setting enhances some positive employee behaviours that promote customer perceived service quality.

A multilevel research design is adopted which draws evidence from branch managers, employees and customers in order to investigate whether branch manager’s adoption of an IM philosophy affects front-line employee responsiveness to the firm’s IM strategies and their levels of motivation, empowerment and organizational identification (OI), respectively.

Results indicate that manager’s IM adoption can enhance employee adoption of IM and raises their levels of motivation, empowerment and OI. The moderating role of manager-employee dissimilarity is also discussed. Finally, findings confirm that employee motivation, empowerment and OI affect customer perceptions of service quality.

This study provides an important shift by formally including IM into multilevel marketing research and establishes another link in the IM-organizational performance relationship, uncovering some behavioural routes through which the positive effects of IM can add to the achievement of firm’s external marketing objectives.

The purpose of this paper is to examine an empirical model of internal marketing (IM) and internal service quality (ISQ) in tourism restaurants operating in Jordan.

A structured and self‐administered survey was employed targeting managers and employees of tourism restaurants operating in Jordan. A sample of 334 of tourism restaurants managers and employees were involved in the survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path model analysis was also used to test the hypothesised interrelationships of the research model.

The empirical findings indicate that IM consists of six dimensions: staff recruitment, staff training, internal communications, staff motivation, job security and staff retention. Staff recruitment, staff training, and internal communications positively and significantly affected staff motivation. Staff recruitment and internal communications positively and significantly affected ISQ. Staff motivation positively and significantly affected job security, and job security positively and significantly affected staff retention. Finally, staff retention has positively and significantly affected ISQ. Staff recruitment exerted the strongest effect on both staff motivation and ISQ.

Theoretically, the authors examined only six components of IM that lead to ISQ; meanwhile other components could affect ISQ. There could also be other factors that affect the practice and components of IM and ISQ. This research has also examined the effect of IM and ISQ only. The potential effect of ISQ on business performance needs to be examined.

Tourism restaurants managers should have a holistic approach for IM and ISQ. Three dimensions of ISQ – reliability, assurance and empathy – loaded on one factor named “interaction quality”. This finding has important implications since it reveals that “internal customers” (employees) have “working needs” that should be met in order to meet and satisfy external customers’ needs. Managers and executives can benefit from the research findings while designing their IM and ISQ strategies to achieve long‐term organisational objectives.

This is the first research effort devoted to examining the interrelationships of IM and ISQ in tourism restaurants. Executives and managers can benefit from the research findings while designing their IM and ISQ strategies to achieve long‐term organisational objectives. International tourism organisations planning to expand their operations Jordan's tourism industry have now valuable empirical evidence regarding two important concepts in this industry – IM and ISQ.