Customer Perceptions of Service Management: The Case of the Football Spectator

Abstract

Service quality and the service encounter/experience have been identified by Fisk et.al., as two of the most prominent areas in the services marketing literature. They also go on to suggest that future research will focus on longer term service experiences and on the relationships between service experience issues and quality. This paper focuses upon these issues in reporting the initial results of an exploratory study of customer perceptions of service experience and quality among Association Football spectators in the UK.

Citation

Baron, S. and Jones, P. (1996), "Customer Perceptions of Service Management: The Case of the Football Spectator", Management Research News, Vol. 19 No. 12, pp. 23-36. https://doi.org/10.1108/eb028511