Document Type : Original Article
Authors
1 PhD Student of Sport Management, Faculty of Sport Sciences, University of Mazandaran, Babolsar, Mazandaran, Iran.
2 Professor, Department of Sport Management, Faculty of Sports Sciences and Health, Tehran University, Tehran, Iran
3 Associate Professor, Department of Sport Management, Faculty of Sports Sciences and Health, Tehran University, Tehran, Iran.
4 PhD of Sport Management, Faculty of Sport Sciences, University of Mazandaran, Babolsar, Mazandaran, Iran.
Abstract
Purpose: Establishing an equilibrium between financial performance and sporting performance is one of the most critical concerns of current managers in professional football clubs. This study aimed to develop a model to investigate the effect of a core product quality on financial and sporting performance considering the mediating role of fan satisfaction in the two most popular clubs in Iran (Persepolis and Esteghlal).
Methodology: The data was collected using the questionnaire survey and purposive and available sampling method. The statistical population of the study included all managers, experts, elites, and individuals who had sufficient knowledge and information (like club veterans) concerning the two most popular football clubs in Iran (Persepolis and Esteghlal). The data from 175 questionnaires was analyzed through the Structural Equation Modelling technique under the Partial Least Squares approach using PLS innovative software.
Findings: The results demonstrated that there was a positive and significant relationship between the core product quality and organizational (financial and sporting) performance. Also, the mediating effect of fan satisfaction in the relationship between core product quality and organizational performance was confirmed.
Originality: The model, provided as an effective tool, can help club managers analyze and choose the best club development strategies to equilibrate the financial and sporting performance of the club to more confidently achieve the organizational goals. The importance of these findings is that the application of appropriate mixed policies from fan satisfaction and core product quality will have a significant impact on improving organizational performance.
Keywords
Adam, E. E. (1994). Alternative quality improvement practices and organization performance. Journal of Operations Management, 12(1), 27-44. https://doi.org/10.1016/0272-6963(94)90004-3
Aghajani, F., & Javani, V. (2021). Study of the Consequences of the Covid-19 Pandemic in the Football Industry. Research in Sport Management and Motor Behavior, 11(22), 20-39. https://doi.org/10.52547/jrsm.11.22.20
Ajadi, T., Ambler, T., Udwadia, Z., & Wood, C. (2020). Home Truths Annual Review of Football Finance 2020. Deloitte Annual Review of Football Finance 2020, June, 01-40. https://www.readkong.com/page/home-truths-annual-review-of-football-finance-2020-3836518
Akroush, M. (2008). Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan. Global Business and Economics Review, 10(1), 98-122. https://doi.org/10.1504/GBER.2008.016830
Akroush, M., & Khatib, F. (2009). The Impact of Service Quality Dimensions on Performance: An Empirical Investigation of Jordan's Commercial Banks. Journal of Accounting – Business & Management, 16(1), 22-44. https://www.researchgate.net/publication/280099708_The_Impact_of_Service_Quality_Dimensions_on_Performance_An_Empirical_Investigation_of_Jordan's_Commercial_Banks
Al‐Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127-147. https://doi.org/10.1108/02634500610653991
Alexandris, K., Dimitriadis, N., & Kasiara, A. (2001). The behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece. European Sport Management Quarterly, 1(4), 280-299. https://doi.org/10.1080/16184740108721903
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66. https://doi.org/10.1177/002224299405800304
András, K. (2003). Business elements in sports, through example of football. [PhD Dissertation, Budapest University of Economics Sciences and Public Administration, Budapest]. https://phd.lib.uni-corvinus.hu/150/2/andras_krisztina_en.pdf
András, K., & Havran, Z. (2015). New business strategies Of football clubs. Applied Studies in Agribusiness and Commerce, 9(1-2), 67-74. https://doi.org/10.19041/APSTRACT/2015/1-2/13
Baade, R. A., & Tiehen, L. J. (1990). An Analysis of Major League Baseball Attendance, 1969 - 1987. Journal of Sport and Social Issues, 14(1), 14-32. https://doi.org/10.1177/019372359001400102
Barajas, A., Fernández-Jardón, C. M., & Crolley, L. (2005). Does sports performance influence revenues and economic results in Spanish football? Available at SSRN 986365, 1-19. https://doi.org/10.2139/ssrn.986365
Baruch, Y., & Ramalho, N. (2006). Communalities and Distinctions in the Measurement of Organizational Performance and Effectiveness Across For-Profit and Nonprofit Sectors. Nonprofit and Voluntary Sector Quarterly, 35(1), 39-65. https://doi.org/10.1177/0899764005282468
Biscaia, R., Yoshida, M., & Kim, Y. (2023). Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport. European Sport Management Quarterly, 23(3), 897-921. https://doi.org/10.1080/16184742.2021.1938630
Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi‐dimensional perspective. European Journal of Marketing, 33(11/12), 1082-1106. https://doi.org/10.1108/03090569910292285
Bolton, R. N. (1998). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing Science, 17(1), 45-65. https://doi.org/10.1287/mksc.17.1.45
Boulier, B. L., & Stekler, H. O. (2003). Predicting the outcomes of National Football League games. International Journal of Forecasting, 19(2), 257-270. https://doi.org/10.1016/S0169-2070(01)00144-3
Brady, M. K., Voorhees, C. M., Cronin, J. J., & Bourdeau, B. L. (2006). The good guys don't always win: the effect of valence on service perceptions and consequences. Journal of Services Marketing, 20(2), 83-91. https://doi.org/10.1108/08876040610657011
Branvold, S. E., Pan, D. W., & Gabert, T. E. (1997). Effects of winning percentage and market size on attendance in minor league baseball. https://fitpublishing.com/content/effects-winning-percentage-and-market-size-attendance-minor-league-baseball
Buzzell, R. D., & Wiersema, F. D. (1981). Modelling changes in market share: A cross‐sectional analysis. Strategic Management Journal, 2(1), 27-42. https://doi.org/10.1002/smj.4250020104
Byon, K. K., Zhang, J. J., & Baker, T. A. (2013). Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value. European Sport Management Quarterly, 13(2), 232-263. https://doi.org/10.1080/16184742.2013.767278
Calabuig Moreno, F., Prado-Gascó, V., Crespo Hervás, J., Núñez-Pomar, J., & Añó Sanz, V. (2015). Spectator emotions: Effects on quality, satisfaction, value, and future intentions. Journal of Business Research, 68(7), 1445-1449. https://doi.org/10.1016/j.jbusres.2015.01.031
Callejo, M. B., & Forcadell, F. J. (2006). Real Madrid football club: A new model of business organization for sports clubs in Spain. Global Business and Organizational Excellence, 26(1), 51-64. https://doi.org/10.1002/joe.20121
Chand, M. (2010). The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry. The International Journal of Human Resource Management, 21(4), 551-566. https://doi.org/10.1080/09585191003612059
Chen, C.-J., & Huang, J.-W. (2009). Strategic human resource practices and innovation performance — The mediating role of knowledge management capacity. Journal of Business Research, 62(1), 104-114. https://doi.org/10.1016/j.jbusres.2007.11.016
Chen, L. (2003). Examination of Scale of Coaching Performance With the NCAA Sample. Measurement in Physical Education and Exercise Science, 7(3), 175-197. https://doi.org/10.1207/S15327841MPEE0703_04
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253. https://doi.org/10.1016/j.ijhm.2008.08.003
Chin, W. W. (1998). The Partial Least Squares Approach to Structural Equation Modeling. In Modern Methods for Business Research. Psychology Press. https://www.taylorfrancis.com/chapters/edit/10.4324/9781410604385-10/partial-least-squares-approach-structural-equation-modeling-wynne-chin
Cho, H. J., & Pucik, V. (2005). Relationship between innovativeness, quality, growth, profitability, and market value. Strategic Management Journal, 26(6), 555-575. https://doi.org/10.1002/smj.461
Chong, V. K., & Rundus, M. J. (2004). Total quality management, market competition and organizational performance. The British Accounting Review, 36(2), 155-172. https://doi.org/10.1016/j.bar.2003.10.006
Clemes, M. D., Brush, G. J., & Collins, M. J. (2011). Analysing the professional sport experience: A hierarchical approach. Sport Management Review, 14(4), 370-388. https://doi.org/10.1016/j.smr.2010.12.004
Coo, L. S., & Verma, R. (2002). Exploring the Linkages between Quality System, Service Quality, and Performance Excellence: Service Providers' Perspectives. Quality Management Journal, 9(2), 44-56. https://doi.org/10.1080/10686967.2002.11919009
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(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
Cronin. Jr, J., & Taylor, S. (1992). Measuring Service Quality - A Reexamination And Extension. The Journal of Marketing, 56(3), 55-68. https://doi.org/10.2307/1252296
Dawson, P., Dobson, S., & Gerrard, B. (2000). Estimating coaching efficiency in professional team sports: Evidence from English association football. Scottish Journal of Political Economy, 47(4), 399-421. https://doi.org/10.1111/1467-9485.00170
Dima, T. (2015). The Business Model of European Football Club Competitions. Procedia Economics and Finance, 23, 1245-1252. https://doi.org/10.1016/S2212-5671(15)00562-6
El-Hodiri, M., & Quirk, J. (1971). Economic Theory of Sports Leagues. Journal of Political Economy, 79(9), 1302-1319. https://www.researchgate.net/publication/292137606_Economic_Theory_of_Sports_Leagues
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
Fornell, C., Morgeson, F. V., & Hult, G. T. M. (2016). Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible. Journal of Marketing, 80(5), 92-107. https://doi.org/10.1509/jm.15.0229
Foroughi, B., Mohammad Shah, K., Nikbin, D., & Hyun, S. S. (2014). The impact of event quality on fan satisfaction and game attendance in the context of professional soccer in Iran. International Journal of Sports Marketing and Sponsorship, 15(3), 40-56. https://doi.org/10.1108/IJSMS-15-03-2014-B005
Foroughi, B., Nikbin, D., Hyun, S. S., & Iranmanesh, M. (2016). Impact of core product quality on sport fans’ emotions and behavioral intentions. International Journal of Sports Marketing and Sponsorship, 17(2), 110-129. https://doi.org/10.1108/IJSMS-04-2016-010
Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(1), 7. https://doi.org/10.17705/1CAIS.00407
Geisser, S. (1975). The Predictive Sample Reuse Method with Applications. Journal of the American Statistical Association, 70(350), 320-328. https://doi.org/10.1080/01621459.1975.10479865
Goddard, J. (2005). Regression models for forecasting goals and match results in association football. International Journal of Forecasting, 21(2), 331-340. https://doi.org/10.1016/j.ijforecast.2004.08.002
Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience. Sport Management Review, 5(2), 129-148. https://doi.org/10.1016/S1441-3523(02)70064-8
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Gustafsson, A., & Johnson, M. D. (2004). Determining Attribute Importance in a Service Satisfaction Model. Journal of Service Research, 7(2), 124-141. https://doi.org/10.1177/1094670504268453
Hair, J. F., Hair, J., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE. https://books.google.com/books?id=y8JyzgEACAAJ
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12. https://ssrn.com/abstract=2233795
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433. https://doi.org/10.1007/s11747-011-0261-6
Hamidi, M., Sajadi, H., & Soleimani-Damaneh, J. (2011). Evaluating the Performance of Iranian Football Teams Utilizing Linear Programming. American Journal of Operations Research,, 1(2), 65-72. https://doi.org/10.4236/ajor.2011.12010
Harris, S. G., & Mossholder, K. W. (1996). The Affective Implications of Perceived Congruence with Culture Dimensions during Organizational Transformation. Journal of Management, 22(4), 527-547. https://doi.org/10.1177/014920639602200401
Hayes, A. F., Montoya, A. K., & Rockwood, N. J. (2017). The Analysis of Mechanisms and Their Contingencies: PROCESS versus Structural Equation Modeling. Australasian Marketing Journal, 25(1), 76-81. https://doi.org/10.1016/j.ausmj.2017.02.001
Hendricks, K. B., & Singhal, V. R. (2001). Firm characteristics, total quality management, and financial performance. Journal of Operations Management, 19(3), 269-285. https://doi.org/10.1016/S0272-6963(00)00049-8
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In R. R. Sinkovics & P. N. Ghauri (Eds.), New Challenges to International Marketing (Vol. 20, pp. 277-319). Emerald Group Publishing Limited. https://doi.org/10.1108/S1474-7979(2009)0000020014
Ho Kim, T., Jae Ko, Y., & Min Park, C. (2013). The influence of event quality on revisit intention. Managing Service Quality: an International Journal, 23(3), 205-224. https://doi.org/10.1108/09604521311312237
Hudson, S. (2012). Sport and Adventure Tourism. Taylor & Francis. https://books.google.com/books?id=y89Bcof_8oIC
Ittner, C. D., & Larcker, D. F. (1998). Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction. Journal of Accounting Research, 36, 1-35. https://doi.org/10.2307/2491304
Jae Ko, Y., Zhang, J., Cattani, K., & Pastore, D. (2011). Assessment of event quality in major spectator sports. Managing service quality: an international journal, 21(3), 304-322. https://doi.org/10.1108/09604521111127983
James, J., & Ross, S. (2004). Comparing sport consumer motivations across multiple sports. Sport Marketing Quarterly, 13(1), 17-25. http://www.xtremeiceskating.com/online_documents/SportConsumerMotivations.pdf
Johnson, M. D., & Gustafsson, A. (2000). Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System. Wiley. https://books.google.com/books?id=XJErAAAAYAAJ
Jones, D., & Bridge, T. (2017). Planet football. Football money league. Sports Business Group at Deloitte.
Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, 21(4), 405-435. https://doi.org/10.1016/S0272-6963(03)00004-4
Khajeheian, D., & Sedighi, A. (2018). Competition Outside the Field: Economics and Marketing of Football in Iran. In (pp. 409-424). https://doi.org/10.1007/978-3-319-71722-7_21
Kumar, V. (2016). Introduction: Is Customer Satisfaction (Ir)relevant as a Metric? Journal of Marketing, 80(5), 108-109. https://doi.org/10.1509/jm.80.5.1
Kwon, H. H., Trail, G. T., & Anderson, D. S. (2005). Are Multiple Points of Attachment Necessary to Predict Cognitive, Affective, Conative, or Behavioral Loyalty? Sport Management Review, 8(3), 255-270. https://doi.org/10.1016/S1441-3523(05)70041-3
Lago, U., Baroncelli, A., & Szymanski, S. (2004). Il business del calcio: successi sportivi e rovesci finanziari. https://cir.nii.ac.jp/crid/1130000795577693056
Lakhal, L. (2009). Impact of quality on competitive advantage and organizational performance. Journal of the Operational Research Society, 60(5), 637-645. https://doi.org/10.1057/palgrave.jors.2602601
Lakhal, L., Pasin, F., & Limam, M. (2006). Quality management practices and their impact on performance. International Journal of Quality & Reliability Management, 23(6), 625-646. https://doi.org/10.1108/02656710610672461
Larson, P. D., & Sinha, A. (1995). The TQM Impact: A Study of Quality Managers' Perceptions. Quality Management Journal, 2(3), 53-66. https://doi.org/10.1080/10686967.1995.11918691
MacLean, J., & Zakrajsek, D. (1996). Factors Considered Important for Evaluating Canadian University Athletic Coaches. Journal of Sport Management, 10(4), 446-462. https://doi.org/10.1123/jsm.10.4.446
MacLean, J. C., & Chelladurai, P. (1995). Dimensions of Coaching Performance: Development of a Scale. Journal of Sport Management, 9(2), 194-207. https://doi.org/10.1123/jsm.9.2.194
Madrigal, R. (1995). Cognitive and Affective Determinants of Fan Satisfaction with Sporting Event Attendance. Journal of Leisure Research, 27(3), 205-227. https://doi.org/10.1080/00222216.1995.11949745
Mann, R., & Kehoe, D. (1994). An Evaluation of the Effects of Quality Improvement Activities on Business Performance. International Journal of Quality & Reliability Management, 11(4), 29-44. https://doi.org/10.1108/02656719410057935
March, J. G., & Sutton, R. I. (1997). Crossroads—organizational performance as a dependent variable. Organization Science, 8(6), 698-706. https://doi.org/10.1287/orsc.8.6.698
Milne, G. R., & McDonald, M. A. (1999). Sport Marketing: Managing the Exchange Process. Jones and Bartlett. https://books.google.com/books?id=ytGBAAAAMAAJ
Mittal, V., Kumar, P., & Tsiros, M. (1999). Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach. Journal of Marketing, 63(2), 88-101. https://doi.org/10.1177/002224299906300206
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(4_suppl1), 33-44. https://doi.org/10.1177/00222429990634s105
Oly Ndubisi, N., & Kok Wah, C. (2005). Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction. International Journal of Bank Marketing, 23(7), 542-557. https://doi.org/10.1108/02652320510629908
Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the academy of marketing science, 48(3), 543-564. https://doi.org/10.1007/s11747-019-00657-7
Palacios-Huerta, I. (2004). Structural changes during a century of the world’s most popular sport. Statistical Methods and Applications, 13(2), 241-258. https://doi.org/10.1007/s10260-004-0093-3
Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis. Journal of Marketing, 70(4), 136-153. https://doi.org/10.1509/jmkg.70.4.136
Parnell, D., Bond, A. J., Widdop, P., & Cockayne, D. (2022). Football Worlds: business and networks during COVID-19. In COVID-19 and the Soccer World. Routledge. https://www.taylorfrancis.com/chapters/edit/10.4324/9781003318811-5/football-worlds-business-networks-covid-19-daniel-parnell-alexander-john-bond-paul-widdop-david-cockayne
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891. https://doi.org/10.3758/BRM.40.3.879
Raithel, S., Sarstedt, M., Scharf, S., & Schwaiger, M. (2012). On the value relevance of customer satisfaction. Multiple drivers and multiple markets. Journal of the Academy of Marketing Science, 40(4), 509-525. https://doi.org/10.1007/s11747-011-0247-4
Rajabi, M., Rasoolimanesh, S. M., Andam, R., & Abdollahnezhad, F. (2023). A systematic review of PLS in sports management. Human Resource Management in Sports, 10(1), 167-192. https://doi.org/10.22044/shm.2023.12856.2541
Ramayah, T., Samat, N., & Lo, M. C. (2011). Market orientation, service quality and organizational performance in service organizations in Malaysia. Asia-Pacific Journal of Business Administration, 3(1), 8-27. https://doi.org/10.1108/17574321111116379
Rascher, D. A. (1997). A model of a professional sports league. Available at SSRN 1601. http://dx.doi.org/10.2139/ssrn.1601
Rayner, P., & Porter, L. J. (1991). BS5750/ISO9000 ‐ The Experience of Small and Medium‐sized Firms. International Journal of Quality & Reliability Management, 8(6). https://doi.org/10.1108/EUM0000000001639
Ringle, C. M., Sarstedt, M., & Zimmermann, L. (2011). Customer Satisfaction with Commercial Airlines: The Role of Perceived Safety and Purpose of Travel. Journal of Marketing Theory and Practice, 19(4), 459-472. https://doi.org/10.2753/MTP1069-6679190407
Rodriguez-Pomeda, J., Casani, F., & Alonso-Almeida, M. d. M. (2017). Emotions’ management within the Real Madrid football club business model. Soccer & Society, 18(4), 431-444. https://doi.org/10.1080/14660970.2014.980736
Rohde, M., & Breuer, C. (2018). Competing by investments or efficiency? Exploring financial and sporting efficiency of club ownership structures in European football. Sport Management Review, 21(5), 563-581. https://doi.org/10.1016/j.smr.2018.01.001
Rojas, R. R. (2003). A review of models for measuring organizational effectiveness among for‐profit and nonprofit organizations. Nonprofit Management and Leadership, 11(1), 97-104. https://doi.org/10.1002/nml.11109
Ruta, D., Lorenzon, L., & Sironi, E. (2020). The relationship between governance structure and football club performance in Italy and England. Sport, Business and Management: An International Journal, 10(1), 17-37. https://doi.org/10.1108/SBM-10-2018-0081
Sarstedt, M., Ringle, C. M., Raithel, S., & Gudergan, S. P. (2014). In Pursuit of Understanding What Drives Fan Satisfaction. Journal of Leisure Research, 46(4), 419-447. https://doi.org/10.1080/00222216.2014.11950335
Schofield, J. A. (1983). Performance and attendance at professional team sports. Journal of Sport Behavior, 6(4), 196. https://www.proquest.com/openview/17785821f13079f5da70dcafb0b3a9b6/1?pq-origsite=gscholar&cbl=1819738
Singh, V., Kumar, A., & Singh, T. (2018). Impact of TQM on organisational performance: The case of Indian manufacturing and service industry. Operations Research Perspectives, 5, 199-217. https://doi.org/10.1016/j.orp.2018.07.004
Stone, M. (2018). Cross-Validatory Choice and Assessment of Statistical Predictions. Journal of the Royal Statistical Society: Series B (Methodological), 36(2), 111-133. https://doi.org/10.1111/j.2517-6161.1974.tb00994.x
Teklay, B., Dow, K. E., Askarany, D., Wong, J., & Shen, Y. (2023). Transportation Quality, Customer Satisfaction and Financial Performance. In C. Akroyd (Ed.), Advances in Management Accounting (Vol. 34, pp. 63-82). Emerald Publishing Limited. https://doi.org/10.1108/S1474-787120220000034003
Theodorakis, N. D., Alexandris, K., Tsigilis, N., & Karvounis, S. (2013). Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality. Sport Management Review, 16(1), 85-96. https://doi.org/10.1016/j.smr.2012.05.004
Torabi, T., Ghorbani, M., Bagheri, M., & Tarighi, S. (2015). New methods of financing football clubs in developed countries and the developing countries have a comparative study. Journal of Investment Knowledge, 4(13), 217-232. https://jik.srbiau.ac.ir/article_7693.html?lang=en
Tsuji, Y., Bennett, G., & Zhang, J. (2007). Consumer satisfaction with an action sports event. Sport Marketing Quarterly, 16(4), 199-208. https://www.proquest.com/openview/1bd2576b747618df6f907f697c874b0f/1?pq-origsite=gscholar&cbl=28711
Vogel, H. L. (2020). Entertainment Industry Economics: A Guide for Financial Analysis. Cambridge University Press. https://books.google.com/books?id=xozrDwAAQBAJ
Vrooman, J. (2000). The economics of American sports leagues. Scottish Journal of Political Economy, 47(4), 364-398. https://doi.org/10.1111/1467-9485.00169
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45-61. https://doi.org/10.1108/08876049610148594
Waldman, D. A., & Gopalakrishman, M. (1996). Operational, organizational, and human resource factors predictive of customer perceptions of service quality. Journal of Quality Management, 1(1), 91-107. https://doi.org/10.1016/S1084-8568(96)90007-3
Wall, G. V., & Myers, K. (1989). Factors influencing attendance: Toronto Blue Jays game. Sport Place, 3(1/2), 29-33. https://www.cabidigitallibrary.org/doi/full/10.5555/19901874694
Walton, E. J., & Dawson, S. (2001). Managers’ perceptions of criteria of organizational effectiveness. Journal of Management Studies, 38(2), 173-200. https://doi.org/10.1111/1467-6486.00233
Williams, P., & Naumann, E. (2011). Customer satisfaction and business performance: a firm‐level analysis. Journal of Services Marketing, 25(1), 20-32. https://doi.org/10.1108/08876041111107032
Winand, M., Vos, S., Claessens, M., Thibaut, E., & Scheerder, J. (2014). A unified model of non-profit sport organizations performance: perspectives from the literature. Managing Leisure, 19(2), 121-150. https://doi.org/10.1080/13606719.2013.859460
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling Consumer Satisfaction Processes Using Experience-Based Norms. Journal of Marketing Research, 20(3), 296-304. https://doi.org/10.1177/002224378302000308
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124(1), 109-120. https://doi.org/10.1016/j.ijpe.2009.10.015
Yoshida, M. (2017). Consumer experience quality: A review and extension of the sport management literature. Sport Management Review, 20(5), 427-442. https://doi.org/10.1016/j.smr.2017.01.002
Yoshida, M., & James, J. D. (2010, 01 May. 2010). Customer Satisfaction With Game and Service Experiences: Antecedents and Consequences. Journal of Sport Management, 24(3), 338-361. https://doi.org/10.1123/jsm.24.3.338
)