Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport

Abstract

Research question: Previous research on service quality in spectator sport has provided mixed results on its measurement and influence on spectators’ outcomes. This study synthesises previous empirical research in a meta-analytic framework to provide a comprehensive understanding of service quality measurement, its effects on spectators’ perceived value, satisfaction and behavioural intentions, while also exploring culture and sport setting as moderators. Research methods: This meta-analysis is based on a comprehensive search of peer-reviewed articles. It integrates 121 effect sizes based on 139,796 participants from 121 independent studies that were examined through a meta-analytic structural equation model. Results and findings: The results indicated that the dimensions of functional and aesthetic quality had a moderate effect on perceived value and a small effect on both satisfaction and behavioural intentions. Core product quality showed a moderate influence on satisfaction but did not influence neither perceived value nor behavioural intentions. Both perceived value and satisfaction were significantly related to behavioural intentions. Culture and sport setting partially moderated the relationships between service quality and spectator outcomes (perceived value, satisfaction and behavioural intentions towards the teams). Implications: This meta-analysis aggregates a range of attributes derived from previous studies in a comprehensive model and provides a succinct overview of the differential role of service quality dimensions on spectators’ perceived value, satisfaction and behavioural intentions. It offers a roadmap for planning service delivery in spectator sport that contributes to recalibrate future directions for research and practice. ARTICLE HISTORY Received 3 August 2020 Accepted 31 May 2021