TY - JOUR
T1 - Impact of Core and Peripheral Service Satisfaction on Team Identification and Revisit Intention
T2 - A Comparison of Minor and Major League Ice Hockey
AU - Kim, Yongjae
AU - Rogol, Elizabeth
AU - Lee, Joon Sung
N1 - Publisher Copyright:
© 2019, © 2019 Global Alliance of Marketing & Management Associations (GAMMA).
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2019
Y1 - 2019
N2 - By incorporating two different types of service satisfaction (core and peripheral service), this study developed and tested a conceptual model delineating the impact of consumers’ satisfaction on fans’ team identification and revisit intent and examined the differential patterns among the variables across different sport league levels. Data were collected from a total of 918 spectators of both major and minor league ice hockey events. This study showed that the impact of core and peripheral service-related satisfaction varies across the sport contexts. The results provided empirical evidence of the direct effect of core service-related satisfaction on team identification leading to revisit intent in both major and minor league sport contexts, while peripheral service-related satisfaction had a direct effect on team identification in only the major league sport context. Direct effect of peripheral service-related satisfaction on revisit intent was evident in the minor league sport context but not in the major league sport context.
AB - By incorporating two different types of service satisfaction (core and peripheral service), this study developed and tested a conceptual model delineating the impact of consumers’ satisfaction on fans’ team identification and revisit intent and examined the differential patterns among the variables across different sport league levels. Data were collected from a total of 918 spectators of both major and minor league ice hockey events. This study showed that the impact of core and peripheral service-related satisfaction varies across the sport contexts. The results provided empirical evidence of the direct effect of core service-related satisfaction on team identification leading to revisit intent in both major and minor league sport contexts, while peripheral service-related satisfaction had a direct effect on team identification in only the major league sport context. Direct effect of peripheral service-related satisfaction on revisit intent was evident in the minor league sport context but not in the major league sport context.
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U2 - 10.1080/24704067.2018.1527186
DO - 10.1080/24704067.2018.1527186
M3 - Article
AN - SCOPUS:85073930415
JO - Journal of Global Sport Management
JF - Journal of Global Sport Management
SN - 2470-4067
ER -