Members’ segmentation, service quality and behabioral intentions: a case study of a professional football team

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 con...

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Bibliographic Details
Main Author: Biscaia, Rui Daniel Gaspar Neto (author)
Other Authors: Correia, Abel Hermínio Lourenço (author), Menezes, Vilde Gomes de (author), Rosado, António Fernando Boleto (author), Colaço, Carlos Jorge Pinheiro (author)
Format: article
Language:eng
Published: 2014
Subjects:
Behavioral intentions
Consumer behavioral
Football members
Service quality
Comportamento do consumidor
Futebol
Intenções comportamentais
Qualidade do serviço
Sócios
Online Access:http://hdl.handle.net/10400.5/6881
Country:Portugal
Oai:oai:www.repository.utl.pt:10400.5/6881
Description
Summary: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.

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