Title

Identifying service product features associated with visitor satisfaction and revisit intention: A focus on sports events

Author First name, Last name, Institution

Chris A. Vassiliadis
Claudel Mombeuil
Anestis K. Fotiadis

ORCID Identifiers

0000-0003-2855-9319

Document Type

Article

Source of Publication

Journal of Destination Marketing and Management

Publication Date

3-1-2021

Abstract

To date, it remains very challenging for managers to combine different features of sports events into compelling product/service offerings that meet visitors' expectations. Yet, there is a scarcity of research that demonstrates how sport event managers can overcome this challenge, thereby leaving a gap in the sporting event literature. To fill part of this gap, this study used an in-depth bibliographic review to identify features commonly associated with product/service offerings at sports events and then used those features to create a new measuring instrument to examine different service offering scenarios. In this respect, seven key features were combined into 19 service offering scenarios. A total of 2229 responses were collected through structured questionnaires at six sports events in Taiwan. Then, this study used the collected responses to explore the associations amongst the 19 service offering scenarios, visitor satisfaction, and revisit intention using multiple regression equations. After examining the suitability of the models, the best fit models were then depicted with path analysis graphs for comparisons and contrasts. The findings of this study provide important insights on how sporting event marketers or destination managers can combine different product/service characteristics to build a set of product/service offering scenarios and then test the product/service offering scenarios that best meet visitors' expectations and also increase visitors’ satisfaction level and their intention to come back.

ISSN

2212-571X

Publisher

Elsevier Ltd

Volume

19

Disciplines

Business

Keywords

Destination management, Path analysis, Revisit intention, Sports events, Visitor satisfaction

Scopus ID

85099614965

Indexed in Scopus

yes

Open Access

yes

Open Access Type

Bronze: This publication is openly available on the publisher’s website but without an open license

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