SERVICE QUALITY AND SATISFACTION OF SPORTS EVENTS: A SYSTEMATIC REVIEW
DOI:
https://doi.org/10.22456/1982-8918.83195Keywords:
Marketing, Consumer Behavior, Satisfaction, Quality managementAbstract
The aim of this article was to analyze the models of evaluation of the service quality and their role on satisfaction of spectators of sporting events. The study is characterized as a systematic review. The search for originals articles published from January 2000 to June 2017 was carried out in the SPORTDiscus, SCOPUS, WEB OF SCIENCE and SCIELO Citation Index databases. Nineteen articles were included. The results pointed out the existence of numerous models of evaluation that are related to the service quality on sport. Core service attributes such as: game quality and performance of athletes, in addition to peripheral services such as installation, employee empathy and safety, have significantly influenced the satisfaction of sports spectators. Therefore, it's possible to suggest that the service quality perception is a satisfaction antecedent.
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