Customer loyalty in the sport services industry: the role of service quality, customer satisfaction, commitment and trust

1. Alexandris, K., Dimitriadis, D., & Kasiara, A. (2001), "Behavioral consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece", European Sport Management Quarterly, 1, pp.251–280.
2. Alexandris, K., Zahariadis, P., Tsorbatzoudis, Ch., & Grouios, G. (2004), "An empirical investigation into the role of the outcome dimension in measuring perceived service quality in a health club context", International Journal of Sport Management, 5, pp.281–294.
3.
Anderson, E.W., & Mittal, V. (2000), "Strengthening the satisfaction-profit chain", Journal of Service Research, 3, pp.107–120.
4.
Babakus, E., & Boller, G. (1991), "An Empirical Assessment of the SERVQUAL Scale", Journal of Business Research, 24, pp.253-68.
5.
Bharadwaj, S. G., Vanradarajan, P. R., & Fahy, J. (1993), “Sustainable competitive advantage in service industries: a conceptual model and research propositions”, Journal of Marketing, 57, pp. 83-99.
6.
Bitner, M.J. (1990), “Evaluating service encounters: the effect of physical surroundings and employee responses”, Journal of Marketing, 54, April, pp. 69-82.
7.
Bitner, M.J., & Hubbert, A.R. (1994), “Encounter satisfaction versus overall satisfaction versus quality”, in Rust, .T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Newbury Park, CA, pp.72-74.
8.
Bolton, R. N., & Drew, J. H. (1991), "A multistage model of customers’ assessments of service quality and value", Journal of Consumer Research, 17, pp.375-384.
9.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. (1993), "A dynamic process model of service quality: From expectations to behavioral intentions", Journal of Marketing Research, 30, pp.7-27.
10
. Bowen, J. T., & Chen, S. L. (2001), ‘‘the relationship between customer loyalty and customer satisfaction’’, International Journal of Contemporary Hospitality Management, 13(5), pp. 213-217.
11
. Brady, M. K., & Robertson, C. J. (2001), "Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study", Journal of Business Research, 51, pp.53-60.
12.
Brady, M. K., Cronin, J. J., & Brand, R. R. (2002), “Performance-only measurement of service quality: a replication and extension”, Journal of Business Research, 55, pp. 17-31.
13.
Burns, R. C., Graefe, A. R., & Absher, J. D. (2003), "Alternate measurement approaches to recreational customer satisfaction: satisfaction-only versus gap scores", Leisure Sciences, 25, pp.363-380.
14.
Buttle, F. (1996), "SERVQUAL: Review, critique, research agenda", European Journal of Marketing, 30, pp.8-32.
15.
Caceres, R. C., & Paparoidamis, N. G. (2007), "Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty", European Journal of Marketing, 41 (7/8), pp. 836-867.
Javadein, S. R., Khanlari, A. Estiri, M. (2008). Customer loyalty in the sport services industry: the role of
service quality, customer satisfaction, commitment and trust. International Journal of Human Sciences
[Online]. 5:2. Available: http://www.insanbilimleri.com
16
16.
Carman, J. (1990), "Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions", Journal of Retailing, 66, pp.33-55.
17.
Caruana, A. (2002), "Service quality: The effects of service quality and the mediating role of customer satisfaction ", European Journal of Marketing, 36(7/8), pp. 811-828.
18.
Chang, D., Lim, S. B., Jean, S., Ji, H., & Seo, H. (2002), “Measuring Airline’s service quality: SERVQUAL or SERVPERF?”, Science Institute, Annual Meeting Proceedings, pp. 2138-42.
19.
Crompton, J. L., & MacKay, K. J. (1989), "Users’ perceptions of the relative importance of service quality dimensions in selected public recreation programs", Leisure Sciences, 4, pp.367-375.
20.
Cronin, J. J., & Taylor, S. A. (1992), "Measuring service quality: A re-examination and extension", Journal of Marketing, 56(3), pp.55-68.
21.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments", Journal of Retailing, 76, pp.193-218.
22.
Cronin, J., & Taylor, S. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, 56, pp.55–68.
23.
De Ruyter, K., Wetzels, M., & Bloemer, J. (1998), "on the relationship between perceived service quality, service loyalty and switching costs", International Journal of Service Industry Management, 9 (5), pp. 436-453.
24.
Donio’, J. (2006), "Customer satisfaction and loyalty in a digital environment: an empirical test", Journal of Consumer Marketing, 23(7), pp.445–457.
25.
Douglas, L., & Connor, R. (2003), "Attitudes to service quality-the expectations gap", Nutrition and Food Science, 33(4), pp.165-172.
26.
Fullerton, G. (2005), "How commitment both enables and undermines marketing relationships", European Journal of Marketing, 39(11/12), pp. 1372-88.
27.
Gagliano, K., & Hathcote, J. (1994), "Customer expectations and perceptions of service quality in retail apparel specialty stores", Journal of Services Marketing, 8(1), pp.60-69.
28.
Gremler, D. D., & Brown, S. W. (1996), "Service loyalty: its nature, importance and implications", in Edvardsson, B., Brown, S.W., Sohnston, R. and Scheuing, E. (Eds), QUIS V: Advancing Service Quality: a Global Perspective, ISQA, New York, NY, pp. 171-181.
29.
Gronroos, C. (1982), Cited in Gronroos, C. (1988). Service quality: the six criteria of good perceived service quality. Review of Business, 3, pp. 10-13.
30.
Gronroos, C. (1988). Service quality: the six criteria of good perceived service quality. Review of Business, 3, pp. 10-13.
31.
Hennig-Thurau, T. (2004), "Customer orientation of service employees: its impact on customer satisfaction, commitment and retention", International Journal of Service Industry Management, 15(5), pp. 460-78.
32.
Howat, G., Murray, D., & Crilley, G. (1999), "The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers", Journal of Park and Recreation Administration, 17(2), pp.42-64.
33.
Iacobucci, D., Grayson, K., & Ostrom, A. (1994), "The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration", Advances in Services Marketing and Management, 3, pp.1–67.
Javadein, S. R., Khanlari, A. Estiri, M. (2008). Customer loyalty in the sport services industry: the role of
service quality, customer satisfaction, commitment and trust. International Journal of Human Sciences
[Online]. 5:2. Available: http://www.insanbilimleri.com
17
34.
Ismail, I., & Haron, H. (2006), "Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies", Managerial Auditing Journal, 21 (7), pp. 738-756.
35.
Javalgi, R. G., & Moberg, C. R. (1997), "Service loyalty: implications for service providers", The Journal of Services Marketing, 11(3), pp. 165-179
36.
Johnson, R., Tsiros, M., & Lancioni, R. (1995), "Measuring service quality: A systems approach", Journal of Services Marketing, 9(5), pp.6-19
37.
Jones, M. A., & Suh, J. (2000), "Transaction-specific satisfaction and overall satisfaction: An empirical analysis", Journal of Services Marketing, 14(2), pp.147-159.
38.
Keiningham, T., Zahorik, A. J., & Rust, R. T. (1994/1995), "Getting return on quality", Journal of Retail Banking, 16(4), pp. 7-12.
39.
Kim, D., & Kim, S. (1995), "QUESC: An instrument for assessing the service quality of sport centres in Korea", Journal of Sport Management, 9(2), pp.208-220.
40.
Lentell, R. (2000), "Untangling the tangibles: ‘physical evidence’ and customer satisfaction", Managing Leisure: An International Journal, 1(1), pp.1-16.
41.
Lentell, R. (2001), "Customers’ views of the results of managing quality through ISO9002 and Investors in People in leisure services", Managing Leisure: An International Journal, 6, pp.15-34.
42.
Madrigal, R. (1995), "Cognitive and affective determinants of fan satisfaction with sporting event attendance", Journal of Leisure Research, 27, pp.205–227.
43.
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000), "An empirical investigation of customer satisfaction after service failure and recovery", Journal of Service Research, 3, pp.121–137.
44.
McDonald, M., Sutton, W., & Milne, G. (1995), "TEAMQUAL: Measuring service quality in professional team sports", Sport Marketing Quarterly, 4, pp.9-15.
45.
McDougall, G. H., & Levesque, T. (2000), "Customer satisfaction with service: Putting perceived value into the equation", Journal of Services Marketing, 14(5), pp.392-410.
46.
Ojasalo, J. (2001), "Managing customer expectations in professional services", Managing Service Quality, 11(3), pp.200-212.
47.
Oliver, R. L. (1997), Satisfaction: A behavioral perspective on the consumer, Boston, MA: McGraw-Hill.
48.
Oliver, R. L. (1999), “Whence consumer loyalty?”, Journal of Marketing, 63 (4), pp. 33-44.
49.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, 49, pp.41-50.
50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988), "SERVQUAL: A multiple item scale for measuring consumers perceptions of service quality", Journal of Retailing, 64(1), pp.13-40.
51.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1991), "Understanding customer expectations of service", Sloan Management Review, 32 (3), pp. 39-48.
52.
Patterson, P. G., & Spreng, R. A. (1997), "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination", International Journal of Service Industry Management, 8(5), pp.414-434.
53.
Patterson, P. G. (1995), "A conceptual model of customer satisfaction for business-to business, professional services", Advances in Services Marketing and Management, 4, pp.169–193.
Javadein, S. R., Khanlari, A. Estiri, M. (2008). Customer loyalty in the sport services industry: the role of
service quality, customer satisfaction, commitment and trust. International Journal of Human Sciences
[Online]. 5:2. Available: http://www.insanbilimleri.com
18
54.
Patterson, P. G., & Spreng, R. (1998), An empirical examination of the relationship between performance, value, satisfaction and repurchase intentions in a professional, business-to-business services context (Working Paper 98/1). Sydney: University of New South Wales.
55.
Pritchard, M. P., & Howard, D. R. (1997), "The loyal traveler: examining a typology of service patronage", Journal of Travelers Research, 35 (4), pp. 2-11.
56.
Reichheld, F. F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, MA.
57.
Robinson, L. (1995), Quality management-an investigation into the use of quality programmes in local authority sport and leisure facilities, Melton Mowbray: Melton Mowbray Institute of Sport and Recreation Management.
58.
Robinson, L. (1999), "Following the quality strategy: the reasons for the use of quality management in UK public leisure facilities", Managing Leisure: an International Journal, 4(4), pp.201-217.
59.
Robinson, L. (2006), "Customer Expectations of Sport Organizations", European Sport Management Quarterly, 6(1), pp.67-84.
60.
Robledo, M. (2001), "Measuring and managing service quality: integrating customer expectations", Managing Service Quality, 11(1), pp.21-31.
61.
Rosen, L. D., Karwan, K., & Scribner, L. (2003), "Service quality measurement and the disconfirmation model: taking care in interpretation", Total Quality Management, 14(1), pp.3-14.
62.
Semeijn, J., Van Riel, A. C. R., Van Birgelen, M. J. H. and Streukens, S. (2005), "E-services and offline fulfilement: how e-loyalty is created", Managing Service Quality, 15(2), pp. 182-94.
63.
Sivadas E., & Baker-Prewitt, J. L. (2000), "An examination of the relationship between service quality, customer satisfaction, and store loyalty", International Journal of Retail & Distribution Management, 28(2), pp. 73-82.
64.
Soderlund, M. (1998), "Customer satisfaction and its consequences on customer behavior revisited: The impact of different levels of satisfaction on word-of-mouth feedback to the supplier and loyalty", International Journal of Service Industry Management, 9(2), pp.169-188.
65.
Spreng, R., & Chiou, J. (2002), "A cross-cultural assessment of the satisfaction formation process", European Journal of Marketing, 36(7/8), pp.1–8.
66.
Spreng, R. A., & Mackoy, R. D. (1996), "An empirical examination of a model of perceived service quality and satisfaction", Journal of Retailing, 72, pp.201–214.
67.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, 60(3), pp.15–32.
68.
Taylor, S., & Baker, T. (1994), "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions", Journal of Retailing, 7 (2), pp. 163-78.
69.
Theodorakis, N., Kambitsis, C., Laios, A., & Koustelios, A. (2001), "Relationship between measures of service quality and satisfaction of spectators in professional sports", Managing Service Quality, 6, pp.431-438.
70.
Tian-Cole, S., & Crompton, J. (2003), "A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection", Leisure Studies, 22, pp.65–80.
Javadein, S. R., Khanlari, A. Estiri, M. (2008). Customer loyalty in the sport services industry: the role of
service quality, customer satisfaction, commitment and trust. International Journal of Human Sciences
[Online]. 5:2. Available: http://www.insanbilimleri.com
19
71.
Tsoukatos, E., & Rand, G. K. (2006), "Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance", Managing Service Quality, 16 (5), pp. 501-519.
72.
Walker, J. L. (1995), "Service encounter satisfaction: Conceptualized", Journal of Services Marketing, 9(1), pp.5-14.
73.
Wang, Y., Lo, H. P., & Yang, Y. (2004), "An integrated framework for service quality, customer value, satisfaction: evidence from China’s telecommunication industry", Information Systems Frontiers, 6(4), pp.325-40.
74.
Williams, C. (1998), "Is the SERVQUAL model and appropriate management tool for measuring service quality in the UK leisure industry?", Managing Leisure: An International Journal, 3(2), pp.98-110.
75.
Woratschek, H. (2000), "Measuring service quality in sports", European Journal for Sport Management, 7(2), pp.22-43.
76.
Wright, B., Duray, N., & Goodale, T. (1992), "Assessing perceptions of recreation center service quality: An application of recent advancements in service quality", Journal of Park and Recreation Administration, 70(3), pp.33-47.
77.
Zeithaml, V. A., & Bitner, M. J. (2000), Services Marketing: Integrating Customer Focus across the Firm, New York: McGraw-Hill.
78.
Zeithaml, V., Berry, L., & Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, 60, pp.31-46.
79.
Zeithaml, V. A. (1988), "Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence", Journal of Marketing, 52, pp. 2-22.
80.
Zins, A. H. (2001), "Relative attitudes and commitment in customer loyalty models", International Journal of Service Industry Management, 12(3), pp. 269-294.