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Article
The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators
Sport Management Review (2002)
  • Linda Van Leeuwen
  • Shayne Quick
  • Kerry Daniel
Abstract
Customer satisfaction is associated with numerous positive business outcomes and is recognised as an important field of study. However, only limited research has addressed the satisfaction of sport spectators, with even fewer studies examining the determinants of this satisfaction. Yet an understanding of how spectators arrive at evaluations of satisfaction or dissatisfaction provides a useful insight for directing marketing and operational efforts. The Sport Spectator Satisfaction Model (SSSM) is an extension of the Disconfirmation of Expectations Model (DEM) accommodating unique aspects of the sport product, as well as accommodating the core and peripheral dimensions of the spectator service. The SSSM depicts club identification and the win/lose phenomenon as considerable influences on the satisfaction spectators derive from the game and its peripheral services. The SSSM integrates marketing theory, social identity theory and sport marketing theory to broaden our understanding of spectator satisfaction and provide a platform for further research.
Keywords
  • customer satisfaction,
  • spectator,
  • sport
Disciplines
Publication Date
November 1, 2002
Publisher Statement
Interim status: Citation only.

Van Leeuwen, L., Quick, S. & Daniel, K. (2002). The sport spectator satisfaction model: A conceptual framework for understanding the satisfaction of spectators. Sport management review, 5(2), 99-128

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© Copyright Sport Management Association of Australia and New Zealand, 2002
Citation Information
Linda Van Leeuwen, Shayne Quick and Kerry Daniel. "The Sport Spectator Satisfaction Model: A Conceptual Framework for Understanding the Satisfaction of Spectators" Sport Management Review Vol. 5 Iss. 2 (2002)
Available at: http://works.bepress.com/shayne_quick/1/