TY - JOUR 
A1 - Calabuig Moreno, Ferran
AU - Prado Gascó, Vicente Javier
AU - Crespo Hervás, Josep
AU - Núñez Pomar, Juan
AU - Añó Sanz, Vicente
T1 - Spectator emotions: Effects on quality, satisfaction, value, and future intentions
Y1 - 2015
SN - 0148-2963
UR - http://hdl.handle.net/11268/7475
AB - There is a great interest from the academic and professional fields to know the performance of sports enterprises from the point of view of the user and the sport spectators. This study analyzes relationships between service quality, perceived value, satisfaction, future intentions, and emotions of spectators of a professional basketball competition. A self-report survey yields data for 493 spectators. After confirming reliability and validity of the data collection measures, an application of structural equation modeling to empirical data tests the model. Results show that (1) service quality predicts spectators' satisfaction and perceived value, and that perceived value and satisfaction are strong predictors of future intentions. (2) A high level of emotion is the best predictor of service performance. (3) Emotions (arousal and pleasure) act as moderators in predicting quality's effect on spectators' perceived value.
KW - Emociones y sentimientos
KW - Satisfacción del cliente
KW - Deporte
KW - Consumidor
KW - Deporte
KW - Empresa
LA - eng
ER -