...Impact-Performance Analysis for Soccer-Fan Satisfaction Judgements Marko Sarstedt*, Ludwig-Maximilians-University Munich, sarstedt@lmu.de Manfred Schwaiger, Ludwig-Maximilians-University Munich schwaiger@lmu.de Christian M. Ringle, University of Hamburg & University of Technology, Sydney, cringle@econ.uni-hamburg.de Siegfried Gudergan, University of Technology Sydney, Siggi.Gudergan@uts.edu.au Abstract Fan satisfaction is with services is a key element to successfully compete in the soccer industry. In this paper we examine the antecedent factors that explain the variations in overall service satisfaction judgements. We draw on service an activities put in place by soccer clubs to illustrate these effects. Based on a literature review, interviews with both soccer fans and an industry expert, we develop a measurement approach for satisfaction which we test subsequently using a large-scale sample among soccer fans. An analysis of the impact-performance implications of antecedent drivers shows that stadium features, team characteristics, and fan-based support for the club and its management are the most important factors that influence overall satisfaction. Keywords: customer service, satisfaction, service experience, service providers ANZMAC 2009 Page 2 of 8 Satisfaction with Services: An Impact-Performance Analysis for Soccer-Fan Satisfaction Judgements Literature review on the relevance of fan satisfaction for soccer clubs Soccer is a multibillion dollar business...
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...In the book Tangerine, by Edward Bloor, the two biggest factors that influence Paul’s life are his eyesight and his love of soccer. On the first day of school, while looking at the campus map, Paul reads a handwritten note saying, “Vision-impaired students should report to the office for assistance.(36)”, and then he says, “I did not [appreciate the note]…That made me mad. What did [Mrs. Gates] plan to do? Assign me a dog and a cane?” He is blind, but he does not like how people give him special care because of that. He does not have a thankful attitude towards the help but feels angry and humiliated. Also, his eyesight made him wear special glasses and goggles, which gave him nicknames. His brother, Eric, calls him an ‘eclipse boy,’ and a...
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...hundred and ten countries. However, it has become the passion for everyone to use its brand products that create the Nike Just Do It feeling for the competition. The consumer’s perception of brand influences their buying decision in sports industry, so Nike always has been able to position to customer’s expectation and athletic fantasy that is endorsed by real athletes. Its Products offer a wide range of choices for the individuals; from sports equipment, athletic shoes, to clothes. But this paper focuses on Nike athletic shoes- how it has created a distinct impression in consumers’ mind and differentiated its products from its competitors. Promotionally, it has continuously tried to target the world’s youth population through basketball most popular game around the world. Nike partnered with Michael Jordan to have his name Jordan shoes for basketball and designed Jordan I, Jordan II and followed by many more. Nike's marketing strategy is accepted to be an important component of the company's success. Nike is positioned as a premium-brand, selling well-designed and very expensive products. As same time Nike tries to lure customers with a marketing strategy centering on a brand image which is attained by distinctive logo and the advertising logo: “Just do it”. The external influence promoting the Nike is brand is the sports culture of people here in United States. Whether it may...
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...the conflict in different cultural exchange becomes prominent, especially the difference between Chinese and western sports culture. The difference is largely due to the different historical and cultural background. Each of them has made a sense to the development of its own society and influenced our understanding of sports and main sport activities in the wide world. What's more, because of the impact western sport, Chinese traditional sport has changed a lot compared with last century. Many sports in China are played only during seasonal festivals or in certain regions. China's national sport is ping-pong. Other common sports include shadow boxing ( wushuor taijiquan). Western sports have been gaining popularity in China. These include soccer, basketball, American football, and baseball. They are played mainly in schools, colleges, and universities....
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...mostly known for militant based political revolution than anything else, but basketball courts do exist. The courts might be used for other things like farming during the day, but you will always see some kid playing and working on his game. Just like what I do when I am in my hometown hooping outside of my house, no court just the concrete and the hoop I have next to my garage. The growth of basketball throughout Latin America region is unexpected, only because they compete for national attention in their number one sport soccer. Basketball has to compete in Central American countries like El Salvador, Guatemala, Nicaragua, Cuba, and Brazil. Volleyball is also a sport that is highly accepted, but mostly in Brazil and Argentina. However, the basketball being played in soccer dominating countries is often influenced by soccer, but depends on the development of the country. “I know in Argentina [basketball] is very popular. Of course, not even close to soccer, and it never will be, but as far as a second sport in my country it...
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...Ricardo Souto Pd.2 In the movie Bend It Like Beckham Jules loves playing soccer and dreams of one day being as good as Beckham. But there are challenges that are holding her from reaching her dream Jules dreams are more important than her culture. Firstly, Jules's dreams are more important than her culture, as they are who she is as a person. Jules does not want to be the traditional Indian girl that her parents want her to be, as her dreams are so much more open than that. Instead, Jess enters a territory that Indian girls usually never do: the soccer world. Its not everyday that you see a girl in an Indian dress, playing soccer, however, Jules's passion and drive was so strong that she bent all of the rules to play the beautiful game.It might sound surprising but it was her parents that were holding her back. Her parents never liked her playing soccer and the only thing she loved to do was to play soccer. Shes not like her sister were as she likes fashion and gossip.Which created the problem.Jules all her life has loved soccer and wants to play in the Pro league and be as good as Beckham. On the other side her mom doesn't want her playing because it interferes with her culture. The media has a great impact on people’s lives as it can be seen almost anywhere you go, it therefore influences the decisions you make to some degree. The media today can publicize humanly figures into something they are not. It also has the power to create many ideas from a key topic weather it been...
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...sell athletic shoes, but a wide variety of sporting goods and clothing. They also design, develop, and market high quality active sports apparel, equipment, and other accessory products. Their huge lines of products are for just about every sport. Their products are for men, women, and children of all ages. Nike’s mission statement is "To bring inspiration and innovation to every athlete* in the world.” In today’s competitive environment, Nike, one of the global leaders in sporting goods industry, has established a strong position for enhancing athletic life style. However, it has become the passion for everyone to use its brand products that create the Nike “Just Do It” feeling for the competition. The consumer’s perception of brand influences their buying decision in sports industry, so Nike always has been able to position to customer’s expectation and athletic fantasy that is endorsed by real athletes. Nike has continuously tried to target the world’s youth population through basketball. Nike partnered with Michael Jordan to have his name Jordan shoes for basketball. Nike's marketing strategy is a very important part of the company's success. They're positioned as a premium brand, selling well designed and very expensive products. As same time Nike tries to get customers with a marketing strategy supporting on a brand image which is achieved by distinctive logo and the advertising logo “Just...
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...Pele is one of the most influential figures in our history because of his never ending encouragement. He is one of the best soccer players ever, and he still encourages people in the soccer community today. Early Life Pele was born October 23, 1940, in the village of Três Corações (Source _3). Sadly when Pele was nine he dropped out of school and was coached by his father. By thirteen Pele was capturing the attention of the manager of Bauru (Source_3). As a teenager he played for a local minor-league club. In 1956 he had his debut with Santos Football Club. The team had won the cup and many more. They even won the 1962 world club championship (Source_2). Thanks to his father, his childhood coach, he played for his first soccer team in the town of Bauru, Brazil (Source_4). Since he played so well, he moved up to play for Santos' soccer team (Source_4). Pele had been coached by Waldemar de Brito who used to be a member of the Brazilian soccer team (Source_1). Somehow no one knows how he got the nickname of "Pele",but it was said that his friends were the first to call him that (Source_1)....
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...The nature versus nurture issue of sport is very controversial. When we come to talk about great athletes we tend to ask ourselves a question that has been around every since sports have started- are great athletes born or made? From my experiences, and other professional athlete’s experiences, I can tell you that they are made. I believe that you can achieve anything life if you want it bad enough, and are willing to do everything you can to achieve it. For instance, NBA great Reggie Miller of the Indiana Pacers is an un-athletic, skinny person who overcame leg deformities as a child that prevented him from walking. He had to wear leg braces for several years until his leg problems were corrected enough for him to start walking again. Eventually, Miller went on to play in the NBA for 13 seasons, while setting the record for most 3-point shots made (Beyond the Glory: Reggie Miller 2004). Therefore, in my opinion, Miller was not a “born” athlete. I feel that he worked hard to develop his skill, and make it into the NBA. On the other hand, many people believe that genetics make up good athletes. They believe that people are born with the ability to become a great athlete. For instance, people believe that Reggie Miller was born with genes that would make him a good basketball player since he was born with potential to grow tall. Miller is now 6’6, and almost every great basketball player surpasses the height of 6’4. Therefore, being tall gives you an advantage in basketball,...
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...nature. Article 1 would be read by sport lovers especially soccer fanatics because the article focuses on soccer politics where two Netherlands players refused a Dutch penalty. The second Article would be read by people who own cars and businesses owners because it is talking about fuel and it concerns everyone who owns a car as well as many business people are always travelling and many of the...
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...Soccer; a sport. Since 1863 soccer has been a sport enjoyed by many over the years. But how does one become a player in the game? You sure don’t just become the best player in the world like Mia Hamm. She is greatly considered the best women’s soccer player ever to play. But how did she get to that? Background: Mariel Margaret Hamm, or Mia to most people, was born March 17th, 1972. She was born in Selma, Alabama, and is one of six military children. Her father was a colonel in the army. Because of her father, they often moved as he was reassigned to California, Alabama, Texas, Virginia, and elsewhere. Her mother, on the other hand, was a dancer and saw Mia as one too. Mia took two dance classes at the age of 6 and then quit. Instead of dancing, she took into soccer. When she was a toddler her father was stationed in Florence, Italy, and she claims; “It was in Italy that I really fell in love with the game.” She was always playing sports...
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...The Literacy of Soccer “Wake Up, America: Here's Why Soccer Is The World's Best Sport.” This is a title of an article about soccer’s influence, which explain the importance of knowing and playing soccer. As everyone knows, soccer is definitely unpopular in the United State. Compared to soccer, local Americans prefer to focus on football, baseball, and basketball. According to a set official data on a magazine about Americans’ favorite sports, the ranking of soccer is around seventy, which is fall behind dog sledding unexpectedly. Now, I have to stand out and announce the significant literacy of soccer because people could improve themselves by touching the philosophy of soccer. Many people regard soccer a kind of sport item and they ignore that the literacy of soccer had become a critical sponsorship when I was young. Actually, the literacy of soccer reflects not only physical training and violent aesthetics when I fight with my rivals, but also the deep value and perspective such as strategy, teamwork, and persistence, which is beneficial to my whole life experience. In order to achieve a goal and success especially over a long period of time, people must establish a series operative strategy which will be helpful to their destination. Just like plans and projects, it is necessary for human beings to make effective strategies because they could get more confidence to make decision in advance. It is why soccer teams need coaches to formulate different kinds of tactics to...
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...Soccer has shaped the person I am today. Soccer has taught me how to manage my time correctly and how to prioritize sports with school. Everyday after school, I go straight to practice then go home to do homework. Prioritizing has been especially important to me since I also have Pre-Ap classes that hand out much more work than normal classes. Dealing with more work has been somewhat difficult for me. In 7th grade, I was in normal classes and got straight A’s, so in 8th grade I was moved up to the honor classes. The work was much more challenging and I was worried that I would not be able to keep up with the workload, but I quickly realized that the workload was not as bad as I had thought. All I needed to do was finish my homework before...
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...Example Team Goals: • Create a respectful, positive, healthy and soccer learning environment; • Foster the development of a positive mental attitude and good sportsmanship; • Improve each individual player’s technical skills and conditioning; • Improve each players understanding and appreciation of team play and field spatial designation. Example Coaching Philosophy: Create a Positive Experience • The experience of each player has an influence on her future level of enthusiasm for soccer and for team sports in general. Develop Skills, Pride and Confidence • Girls at this age want to learn by doing. Laps, lines and lectures will be kept to a minimum. • Practices will be designed to incorporate the maximum combination of stimulation, skill development and team play. • Positive encouragement and mistakes will be skillfully and tactfully corrected so as not to jeopardize anyone’s enthusiasm. • Foster individual and team goal setting and achievement. Success is not Defined by Winning or Losing • Success is showing improvement, giving our best effort, implementing during games what we practice and demonstrating good sportsmanship at all times Playing Time and Positions • All girls will play in games. While everyone plays a meaningful amount, playing time will be determined based on skill, effort and attendance. • Experimentation with all positions (including goalie) at some point during the season...
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...I would like to discuss about FIFA, which is international federation of association football. FIFA is the governing body of association football. Actually, FIFA does not control the rules of football. It is responsible for both the organization of tournaments like World Cup and their promotion, which generate revenue from sponsorship. In recent years, there are incessant corruption cases in FIFA. The news is not welcome for me, as a soccer fanatic. I start to play soccer when I was 7 years old, and I was in high school and university soccer team in China. I concerned about every World Cup games, the World Cup year is celebration year for me. Any way, corruption leads to many risks about FIFA. How does this unethical behavior affect FIFA? The unethical behaviors affect FIFA negatively. Corruption cases about FIFA would lead to ruin their reputation around the world. FIFA is the world largest football organization and everybody knows it. Corruption cases will cause people to not want to give to the organization or take part in the World Cup in the future because of unethical behavior taking place. Also, these negative views of FIFA may result in lack of support from viewers and fans, especially sponsors. FIFA has been supported by business model that sponsor is at the core. However, with the tendency of sponsors’ withdrawal, this model is likely to be shaken. Actually, the biggest partners that are Emirates and Continental AG have already terminated relationships with FIFA...
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