Service Quality in Spectator Sports: A Review and Research Agenda

ABSTRACT Although service quality in spectator sports has been subject to extensive research, comprehensive studies mapping the intellectual structure and foundations of service quality in spectator sports are scant. The purpose of the current study was to synthesise and analyse the literature on se...

Full description

Saved in:
Bibliographic Details
Published in:International journal of consumer studies 2024-11, Vol.48 (6), p.n/a
Main Authors: Biscaia, Rui, Ramos, Ricardo Filipe, Yoshida, Masayuki, Kim, Yukyoum
Format: Article
Language:English
Subjects:
bibliometric analysis
Bibliometrics
Consumers
fans
intellectual structure
Mapping
Quality of service
service quality
spectator sports
Sports
Citations: Items that this one cites
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:ABSTRACT Although service quality in spectator sports has been subject to extensive research, comprehensive studies mapping the intellectual structure and foundations of service quality in spectator sports are scant. The purpose of the current study was to synthesise and analyse the literature on service quality in spectator sports, and set a new research agenda by conducting a hybrid integrated review of the articles between 1996 and 2023. A total of 149 peer‐reviewed journal articles were analyzed. First, a bibliometric analysis provided the citation structure and evolution of publications, source impact, most cited articles, most productive authors and associated impact. Then, a framework‐based review including the articles' context, theories, type of study, service quality dimensions, spectator outcomes and limitations was conducted to provide a comprehensive overview of the current state of knowledge and identify future research directions. This study contributes to the literature by uncovering the structure and intellectual base of existent research, identifying gaps and suggesting a research agenda to deepen the understanding and management of service quality in spectator sports.
ISSN:1470-6423
1470-6431
DOI:10.1111/ijcs.13086