Oliver (1997) defines customer satisfaction as a product or service feature or the product or service itself, providing a pleasurable level of consumption-related fulfilment. No longer can organisations afford to take their customers for granted as they can simply take their business elsewhere. Sports organisations are not an exception.
Cronin and Taylor (1992) views customer satisfaction as the overall feeling customers have toward an organisation. This overall feeling can be incredibly beneficial to firms as it leads to positive word-of-mouth, customer loyalty, and cross-buying. However, for sports spectators, customer satisfaction has been viewed as a significant predictor of intentions to attend future sporting events (Yoshida & James, 2010).
Spectators may be satisfied only when they truly believe that they have received value for their time and money. The core sport product (competition) may create such value. The excitement, crowds cheering, and social interaction from the stadium could also create the sense of value that spectators crave.
Oliver (1997) defines customer satisfaction as a product or service feature or the product or service itself, providing a pleasurable level of consumption-related fulfilment. No longer can organisations afford to take their customers for granted as they can simply take their business elsewhere. Sports organisations are not an exception.Cronin and Taylor (1992) views customer satisfaction as the overall feeling customers have toward an organisation. This overall feeling can be incredibly beneficial to firms as it leads to positive word-of-mouth, customer loyalty, and cross-buying. However, for sports spectators, customer satisfaction has been viewed as a significant predictor of intentions to attend future sporting events (Yoshida & James, 2010).Spectators may be satisfied only when they truly believe that they have received value for their time and money. The core sport product (competition) may create such value. The excitement, crowds cheering, and social interaction from the stadium could also create the sense of value that spectators crave.
การแปล กรุณารอสักครู่..