The sport spectator satisfaction model : A conceputal framework for understanding the satisfaction of spectators

Customer satisfaction is associated with numerous positive business outcomes and is recognised as an important field of study. However, only limited research has addressed the satisfaction of sport spectators, with even fewer studies examining the determinants of this satisfaction. Yet an understanding of how spectators arrive at evaluations of satisfaction or dissatisfaction provides a useful insight for directing marketing and operational efforts. The Sport Spectator Satisfaction Model (SSSM) is an extension of the Disconfirmation of Expectations Model (DEM) accommodating unique aspects of the sport product, as well as accommodating the core and peripheral dimensions of the spectator service. The SSSM depicts club identification and the win/lose phenomenon as considerable influences on the satisfaction spectators derive from the game and its peripheral services. The SSSM integrates marketing theory, social identity theory and sport marketing theory to broaden our understanding of spectator satisfaction and provide a platform for further research.

Measuring expectations: forecast vs. ideal expectations. Does it really matter?

Consumer’s participation in service delivery is so central to cognition that it affects consumer’s quality evaluations. The study presented in this paper investigates the ways that visitor expectations change as a result of first hand experience with a service in the context of a major art exhibition. The research design allowed for two operational definitions of expectations, namely forecast and ideal expectations, in order to investigate differences between respondents’ pre and post experiences with a service. A total of 550 respondent visitors were interviewed during a major art exhibition, using two questionnaires delivered to two sub samples of respondents. The primary questionnaire was designed to capture recalled expectations after visitation while the parallel questionnaire captured forecast expectations prior to visitation and perceptions in the post experience phase. The findings suggest that forecast expectations were different to ideal expectations in both qualitative and quantitative ways and that these differences had important implications for perceptions of service quality. These differences can be explained, at least in part, by the way that expectations are formed and by the way that expectations are shaped by the actual visitation experience. For market researchers, the question of when and how to measure expectations has important implications for research design.

Role of social power relations in gift giving on Valentine's day

This study investigates motives for gift giving by young males on Valentine's Day and advances previous research on this ritual by controlling for the giving context (occasion and relationship). The study is consistent with previous work by Goodwin et al. (1990) which found that motivations based on obligation, self-interest and altruism do indeed exist. More significantly, however, this study points to the finding that individual motivations for the gift-giving ritual on Valentine's Day may be more intricately intertwined and have deeper manifestations in the perceived social power relationship between the genders. The study recommends that marketers delve beyond the immediate horizon of individual motivations and become even more acutely aware of the 'intrinsic social power messages' that arise from the conjoint influences of motivations. This would have great potential for marketing even more meaningful gift products to both givers and receivers.

A model of student satisfaction : international postgraduate students from Asia

The internationalisation of higher education remains one of the major challenges faced by universities with the increasing mobility and rising expectations of a highly diversified student community worldwide. With the competitiveness of the industry, universities will need to focus on factors influencing student satisfaction to improve service quality where required. This paper draws on the theory of cognitive dissonance dealining with disconformation of expectations that results in customer satisfaction and using structural equation modelling, investigates factors that influence satisfaction of international postgraduate students from Asian countries studying in Australia and concludes with strategic implications for universities.

Mobility of people with retinitis pigmentosa as a function of vision and psychological variables

We investigated the mobility performance of subjects with retinitis pigmentosa (RP) as a function of clinical measures of residual vision and psychological variables. We found a highly significant correlation between clinical measures of residual vision and mobility. Pelli-Robson contrast sensitivity and residual visual field together explained 64% of the variance in mobility performance in an indoor shopping mall. We suggest a simple new clinical method of scoring the visual field for predicting mobility performance, the RP Concentric Field Rating. The RP Concentric Field Rating alone explained 60% of the variance in mobility performance. In spite of expectations derived from reading the recent literature, we did not find a significant correlation between psychological variables and mobility performance in a group of subjects with RP.

From fibro shacks to McMansions: considering the impact of housing change on the sense of place in the historic Victorian coastal towns of Sorrento and Queenscliff

Eighty per cent of Australians now live within 50 kilometres of the coast.1 While most of the population remains concentrated in the large capital cities, some people have chosen small coastal towns as their permanent and or second-home destination. Greater mobility and income has increased the feasibility and attractiveness of living in these once overlooked and forgotten towns. The arrival of these new residents has changed the towns in both positive and negative ways. Declining traditional industries have been replaced by tourism and service sectors, providing a much-needed economic revival. The expectations of new residents, both permanent and non-permanent, however, have also brought challenges to the towns. Metropolitan value systems sometimes impact negatively on the unique sense of place and neighbourhood character of these towns. This paper presents both quantitative and qualitative evidence of the impact on character and sense of place in two historic coastal towns, Queenscliff and Sorrento, in southern Victoria. Census data shows how employment and the number of permanent residents have changed radically over the last 50-60 years, altering the social fabric of the towns. An analysis of the building footprint over a similar timeframe shows a growth in building size as larger houses become more common, and a growth in planning appeals for the towns is indicative of a clash of expectations between the council, long-time and new residents. While these indicators demonstrate the impact on the character of the towns as defined by their built environment, some oral accounts of local residents are used to show the emotional impact of these changes on the traditional sense of place associated with these towns. Some specific examples of changes to the built environment are provided to demonstrate that local planning schemes are not always successful in protecting neighbourhood character and that further measures are required in order to safeguard the uniqueness of coastal towns from the negative aspects of development.

Football's world cup and its fans - reflections on national styles : a photo essay on Germany 2006

The football World Cup is the greatest multicultural sporting extravaganza of modern times. The notion of post-fandom tries to capture the ways in which fans now participate in and engage in self-aware and reflexive strategies to obtain their desired outcomes from attendance at or viewing such major events. This illustrated photo-essay on the World Cup looks at the experiences and behaviour of fans in three countries, Scotland, Germany and Australia, during the tournament with a view to extending our understanding of the relationships between fans and others temporarily interested in the World Cup and the promoters of such mega-events. It argues that the participants brought a wide range of expectations to the tournament and engaged in highly flexible and innovative approaches to ensure that they gained the maximum benefit, individually and collectively, from the experience.

Prominent messages in education and applied linguistic abstracts : how do authors appeal to their prospective readers?

This study investigates the rhetorical structure of abstracts of papers published in Applied Linguistics and Education. It examines how abstract authors in these two fields emphasise the significance of their research, and how they appeal to their prospective readership. Although abstracts in both disciplinary groups are found to display a coordinate textual development they exhibit a utilization of different relational schemata to indicate the functional prominence of textual propositions. In particular, different relational patterns are seen to be employed to fulfil the two primary objectives of an abstract: to provide a synopsis of the accompanying article, and to promote it to relevant research and professional communities. The way authors demonstrate the value of their research and their professional credibility appears to be conditioned by disciplinary writing conventions. It is proposed that relational choices, which result in differences in the accentuation of communicative messages in Applied Linguistics and Education abstracts, depend on the perceived relationship between the author and the discourse community in terms of expectations of prior knowledge.

Developing a scale to measure season ticket holder attitudes towards the professional sports club offering

Given the importance of season ticket holders (STH) to sporting organisations, we empirically examine a scale for measuring their attitudes to the season ticket product. This involved identifying through qualitative research and past literature, the various elements that are perceived to comprise the season ticket package and developing items to measure STH attitudes to them. The season ticket package was decomposed into six key components, closely mirroring past research. A survey of over 2,500 STH of a professional sporting organisation was then conducted, incorporating items related to these six areas, overall satisfaction and disconfirmation of expectations. The results of Exploratory Factor Analysis on those items is presented here, with results suggesting the items are valid measures of season ticket holder attitudes that capture the breadth of the STH experience.

Quality as the criterion for delivered information systems effectiveness

One of the major challenges of MIS activities is the difficulty in measuring the effectiveness of delivered systems. The principal purpose of my research is to explore this field in order to develop an instrument by which to measure such effectiveness. Conceptualisation of Information System (IS) Effectiveness has been substantially framed by DeLone and McLean's (1992) Success; Model. But with the innovation in Information Technology (IT) over the past decade, and the constant pressure in IT to improve performance, there is merit in undertaking a fresh appraisal of the issue. This study built on the model of IS Success developed by DeLone and MeLean, but was broadened to include related research from the domains of IS, Management and Marketing. This analysis found that an effective IS function is built on three pillars: the systems implemented; the information held and delivered by these systems; and, the service provided in support of the IS function. A common foundation for these pillars is the concept of stakeholder needs. In seeking to appreciate the effectiveness: of delivered IS applications in relation to the job performance of stakeholders, this research developed an understanding of what quality means in an IT context I argue that quality is a more useful criterion for effectiveness than the more customary measures of use and user satisfaction. Respecification of the IS Success Model was then proposed. The second phase of the research was to test this model empirically through judgment panels, focus groups and interviews. Results consistently supported the structure and components of the respecified model. Quality was determined as a multi-dimensional construct, with the key dimensions for the quality of delivered IS differing from those used in the research from other disciplines. Empirical work indicated that end-user stakeholders derived their evaluations of quality by internally evaluating perceived performance of delivered IS in relation to their expectations for such performance. A short trial explored whether, when overt measurement of expectations was concurrent with the measurement of perceptions, a more revealing appraisal of delivered IS quality was provided than when perceptions alone were measured. Results revealed a difference between the two measures. Using the New IS Success Model as the foundation, and drawing upon the related theoretical and empirical research, an instrument was developed to measure the quality/effectiveness of delivered IS applications. Four trials of this instrument, QUALIT, are documented. Analysis of results from preliminary trials indicates promise in terms of business value: the instrument is simple to administer and has the capacity to pinpoint areas of weakness. The research related to the respecification of the New IS Success Model and the associated empirical studies, including the development of QTJALIT, have both contributed to the development of theory about IS Effectiveness. More precisely, my research has reviewed the components of an information system, the dimensions comprising these components and the indicators of each, and based upon these findings, formulated an instrument by which to measure the effectiveness of a delivered IS.

Promoting human goods and reducing risk

Rehabilitation should be concerned with equipping offenders with the capabilities and values to live prosocial and personally meaningful lives. is depends on the acquisition of accurate knowledge of the social and physical world, development of a robust understanding of their own values and standards, the ability to pursue their own personal good in specific environments, and being able to utilise the resources they require to overcome routine obstacles in the pursuit of that good. ese two sets of capacities are embedded in a narrative identity that reflects peoples’ commitments, personal projects or goals, and subsequent activities. Narratives are stories of past experience and sets of expectations about future experiences and lives. ey both guide the actions of individuals and shape their experiences and lives (Kekes, 1993; Ward & Stewart, 2003). A person’s sense of who he is emerges from his personal projects and activities in the world.

Profiling contemporary marketing practices in Bangladesh

Purpose – The purpose of this paper is to explore how different types of firms relate to their markets in
terms of contemporary marketing practices (CMP) in an emerging country, Bangladesh. Additionally,
the paper also examines the various marketing performance measures used by Bangladeshi firms.
Design/methodology/approach – The CMP survey was used on 165 marketing managers chosen from
a range of industrial sectors as a basis for data collection. Data were analyzed using cluster analysis and other descriptive statistics.
Findings – The study found that a pluralistic marketing approach is predominant among the majority of
the Bangladeshi firms, while few other firms also practise transactional marketing. Results also reveal
that Bangladeshi firms apply a blend of performance indicators rather than relying on specific financialor
client-based measures to evaluate business success.
Research limitations/implications – The present study provides a benchmark for future studies on
CMP in emerging/developing countries and inspires further research designed to deepen
understanding about how marketing is practised in emerging markets and how they may differ from
developed markets.
Originality/value – Since very few studies have been conducted regarding CMP by incorporating both
business-to-business and consumer goods/services firms for a specific country into an emerging
market, this study adds a new dimension to the horizon of CMPs.

Filling historical data gaps to foster solutions in marine conservation

Ecological data sets rarely extend back more than a few decades, limiting our understanding of environmental change and its drivers. Marine historical ecology has played a critical role in filling these data gaps by illuminating the magnitude and rate of ongoing changes in marine ecosystems. Yet despite a growing body of knowledge, historical insights are rarely explicitly incorporated in mainstream conservation and management efforts. Failing to consider historical change can have major implications for conservation, such as the ratcheting down of expectations of ecosystem quality over time, leading to less ambitious targets for recovery or restoration. We discuss several unconventional sources used by historical ecologists to fill data gaps - including menus, newspaper articles, cookbooks, museum collections, artwork, benthic sediment cores - and novel techniques for their analysis. We specify opportunities for the integration of historical data into conservation and management, and highlight the important role that these data can play in filling conservation data gaps and motivating conservation actions. As historical marine ecology research continues to grow as a multidisciplinary enterprise, great opportunities remain to foster direct linkages to conservation and improve the outlook for marine ecosystems.