Outcome quality in participant sport and recreation service quality models

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dc.contributor.author Assaker, Guy
dc.contributor.author Howat, Gary
dc.date.accessioned 2017-04-11T08:55:46Z
dc.date.available 2017-04-11T08:55:46Z
dc.date.copyright 2016 en_US
dc.date.issued 2017-04-11
dc.identifier.issn 1839-2083 en_US
dc.identifier.uri http://hdl.handle.net/10725/5528 en_US
dc.description.abstract The role of service quality outcomes has often been understated in service quality models for participant sport and recreation. The aims of this study were to validate a range of outcome quality dimensions and to compare the relative influence on loyalty of outcome quality compared to process quality and value. Using data from 2109 customers of eight public aquatic centres in Australia the results validated four first-order outcome quality dimensions which in turn determined a higher-order outcome quality construct. Moreover, the results demonstrated that a process quality construct had the most significant impact on loyalty mediated by overall satisfaction, followed by outcome quality and value. These results provide both theoretical and practical insights in terms of managing service quality in the context of community sport and recreation in general and public aquatic centres in Australia, in particular. en_US
dc.language.iso en en_US
dc.title Outcome quality in participant sport and recreation service quality models en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle empirical results from public aquatic centres in Australia en_US
dc.author.school SOB en_US
dc.author.idnumber 199635060 en_US
dc.author.department Department of Hospitality Management and Marketing (HMKT) en_US
dc.description.embargo N/A en_US
dc.relation.journal Sport Management Review en_US
dc.journal.volume 19 en_US
dc.journal.issue 5 en_US
dc.article.pages 520-535 en_US
dc.keywords Outcome quality en_US
dc.keywords Customer satisfaction en_US
dc.keywords Value en_US
dc.keywords Loyalty en_US
dc.identifier.doi http://doi.org/10.1016/j.smr.2016.04.002 en_US
dc.identifier.ctation Howat, G., & Assaker, G. (2016). Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia. Sport Management Review, 19(5), 520-535. en_US
dc.author.email guy.assaker@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url http://www.sciencedirect.com/science/article/pii/S1441352316300043 en_US
dc.author.affiliation Lebanese American University en_US

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