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Spectator emotions: Effects on quality, satisfaction, value, and future intentions

机译：观众的情绪：对质量，满意度，价值和未来意图的影响

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摘要

There is a great interest from the academic and professional fields to know the performance of sports enterprises from the point of view of the user and the sport spectators. This study analyzes relationships between service quality, perceived value, satisfaction, future intentions, and emotions of spectators of a professional basketball competition. A self-report survey yields data for 493 spectators. After confirming reliability and validity of the data collection measures, an application of structural equation modeling to empirical data tests the model. Results show that (I) service quality predicts spectators' satisfaction and perceived value, and that perceived value and satisfaction are strong predictors of future intentions. (2) A high level of emotion is the best predictor of service performance. (3) Emotions (arousal and pleasure) act as moderators in predicting quality's effect on spectators' perceived value. (C) 2015 Elsevier Inc. All rights reserved.
机译：从用户和体育观众的角度来看，学术界和专业领域对了解体育企业的表现非常感兴趣。这项研究分析了职业篮球比赛观众的服务质量，感知价值，满意度，未来意图和情感之间的关系。自我报告调查得出493位观众的数据。在确认数据收集措施的可靠性和有效性之后，将结构方程模型应用于经验数据对模型进行测试。结果表明：（I）服务质量可预测观众的满意度和感知价值，感知价值和满意度是未来意图的有力预测指标。 （2）情绪高涨是服务绩效的最佳预测指标。 （3）情绪（刺激和愉悦）在预测质量对观众感知价值的影响时起调节作用。 （C）2015 Elsevier Inc.保留所有权利。

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