Sport marketing researchers have generally studied two types of satisfaction at sporting events: game satisfaction and service satisfaction. One gap in the literature is studying the two types together. A model of the relationships between service quality, core product quality, game and service satisfaction, and behavioral intentions is proposed and tested. Data were collected from spectators at a professional baseball game in Japan (n = 283) and at two college football games in the United States (n = 343). The results in both Japan and the United States indicate that game atmosphere was a strong predictor of game satisfaction whereas stadium employees and facility access were the major antecedents of service satisfaction. Game satisfaction had a significant impact on behavioral intentions across the two settings, although the service satisfaction-behavioral intentions relationship was significant only in Japan. The research findings, managerial implications, limitations, and directions for future research are discussed.
Masayuki Yoshida and Jeffrey D. James
Masayuki Yoshida, Bob Heere and Brian Gordon
A consumer’s loyalty to a specific sport team is longitudinal in nature. This longitudinal study examines the effects of consumers’ attitudinal constructs (team identification, associated attachment points, consumer satisfaction, and behavioral intentions) on behavioral loyalty in the context of a professional soccer event. To test the proposed relationships, the authors assess the impact of consumers’ self-reported measures (Time 1) on actual attendance frequency in the first half (Time 2) and the second half (Time 3) of the season. The results indicate that fan community attachment is the only construct that can predict attendance frequency over a longer period of time while team identification, satisfaction and behavioral intentions are not significant predictors of attendance frequency throughout the season. The theoretical model and results reinforce the importance of fan community attachment toward longitudinal attendance frequency and add new insights into the predictive validity of some of the attitudinal marketing measures in the field of sport management.
Masayuki Yoshida, Brian Gordon, Makoto Nakazawa and Rui Biscaia
In the sport management literature, limited attention has been devoted to the conceptualization and measurement of fan engagement. Two quantitative studies were completed to validate the proposed fan-engagement scale composed of three defining elements (management cooperation, prosocial behavior, and performance tolerance). The results from Study 1 provide evidence of convergent and discriminant validity for the threefactor model of fan engagement. In Study 2, we assess nomological validity by examining the antecedents and consequences of fan engagement and found that team identification and basking in reflected glory played a particularly important role in increasing the three dimensions of fan engagement. Furthermore, the results indicate that performance tolerance has a positive effect on purchase intention. These findings highlight the importance of the sequential relationships between team identification, performance tolerance, and purchase intention.
Bob Heere, Jeffrey James, Masayuki Yoshida and Glaucio Scremin
The primary purpose of this study was to assess the proposition that identification with a university, city and/ or state could affect an individual’s identification process with a sport team (Heere & James, 2007a). The team identity scale was modified and used to measure multiple group identities. A secondary purpose was to provide further evidence of the reliability and validity of the multidimensional group identity instrument. The results provide some evidence that the group identity instrument is reliable and valid in four settings: team, university, city, and state. For this particular sample, team identity was positively influenced by the associated group identities. The findings support the use of a group identity scale to test different group identities and support the proposition that identification with a focal group such as a sport team does not exist in a vacuum and may be influenced by an individual’s relationship with other groups.
Bob Heere, Chiyoung Kim, Masayuki Yoshida, Hidemasa Nakamura, Toshiyuki Ogura, Kyu Soo Chung and So Youn Lim
The purpose of this study was to provide an analysis of an international sporting event as a possible catalyst for social change. Because of the unique circumstances surrounding the bid process, the dual hosting of the World Cup 2002 by Korea and Japan was seen as a unique opportunity to examine the power of sport as a catalyst behind change. Longitudinal secondary data were consulted to look at the economic, social and cultural impact of the event, while interviews with respondents in both nations gave more insight on how the respondents viewed the relationship between the two nations. Economic, social and cultural indicators all reflected an impact of the World Cup on the bilateral relationship. The interviews suggested that there were two main barriers to an improved relationship between the two nations (Victim mentality of the Korean toward the Japanese, Lack of awareness of Korea in Japan), and that it was not necessarily the organization of the event that alleviated these barriers, but the performance of the Korean football team.
Bob Heere, Henry Wear, Adam Jones, Tim Breitbarth, Xiaoyan Xing, Juan Luis Paramio Salcines, Masayuki Yoshida and Inge Derom
The purpose of this study is to examine how effective the international promotion of a sport event is on changing the destination image prior to the event if the sport event lacks global popularity. The authors conducted a quasi-experimental posttest research design, in which they used promotional information of a Tour de France stage to manipulate the destination image nonvisitors (N = 3,505) from nine different nations have of the hosting city, 5 months prior to the actual event. Results show that treating the international market as a homogeneous entity might be deceptive, as the effect of the event was different from nation to nation, pending on the popularity of the event or sport in the specific nation, and whether the nation itself offered similar events.