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Members' segmentation, service quality and behavioral intentions: a case study of a professional football team.

Year: 2012

Type: article

Abstract: This study aims to identify segments of members in a professional football team, and to compare service quality perceptions and behavioral intentions among these segments. The members registered in the club’s database were invited to complete a survey including demographic questions, measures of consumer behavior, service quality, and behavioral intentions. The results from a sample of 6820 participants allowed the identification of three distinct segments, named as ‘Occasional’, ‘Die-hard’, and ‘Weekend Lovers’. Results also indicate that these three segments of members showed statistically significant differences regarding service quality perceptions and behavioral intentions. Managerial implications of these results are discussed and suggestions for future research are provided.

Source: Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)

Authors: Rui Biscaia, Abel Correia, Vilde Gomes de Menezes, António Rosado, Carlos Jorge Pinheiro Colaço

Institutions: University of Lisbon, Universidade Federal de Pernambuco

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W1599620061

FWCI: 1.426

Cites: 38

Cited by: 7

Related to: 10