Review of sport service quality studies: conceptualization, measurement, and modeling
| # | Study | SQ definition | OSQ measured | Judgment object | SQ model specification | Service quality elements |
|---|---|---|---|---|---|---|
| 1 | Alexandris et al. (2001) | Global judgment or attitude relating to the superiority of a service (Zeithaml and Bitner, 2000) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. provides its services at the time it promises to do so, the employees give me personal attention) |
| 2 | Alexandris et al. (2004a) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to members), Benefits (e.g. improve psychological well-being) |
| 3 | Alexandris et al. (2004b) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. polite staff), Benefits (e.g. improve psychological well-being) |
| 4 | Alexandris et al. (2006) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are friendly), Benefits (e.g. skiing helped me to socialize) |
| 5 | Alexandris et al. (2008) | Global judgment or attitude relating to the superiority of a service (Zeithaml and Bitner, 2006) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. responsiveness, reliability), Outcome content not explicitly specified; instrument referenced to Alexandris et al. (2004b) |
| 6 | Alexandris et al. (2017) | Global judgment of service superiority (Zeithaml and Bitner, 2003) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel were responsive), Benefits (e.g. running this event made me a better athlete) |
| 7 | An et al. (2020) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff were friendly), Valence (e.g. evaluate the outcome of my race participation favorably), Benefits (e.g. get emotionally refreshed through participating in the event) |
| 8 | Avourdiadou and Theodorakis (2014) | Global judgment of service superiority (Zeithaml and Bitner, 2003) | Yes | Service system | OSQ as antecedent construct | No specific elements (global evaluation) |
| 9 | Biscaia et al. (2013) | Global judgment of service superiority (Zeithaml and Bitner, 2003) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to my needs), Core (e.g. players always try to do their best) |
| 10 | Biscaia et al. (2017) | Global judgment of service superiority (Zeithaml and Bitner, 2003) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are available to help the fans), Core (e.g. the players of the teams play well) |
| 11 | Brady et al. (2006) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. treated well by employees), Valence (e.g. evaluate feelings about game outcome) |
| 12 | Byon et al. (2013) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. game entertainment, security), Core (e.g. opposing team's performance) |
| 13 | Calabuig et al. (2015) | Overall impression of the superiority of a service provider and its services (Zeithaml, 1988) | Yes | Service System | SQ as antecedent construct | No specific elements (global evaluation) |
| 14 | Chen et al. (2012) | Expectation–perception comparison at the service dimension level (Shonk and Chelladurai, 2008) | No | Attributes | Hierarchical | Peripheral (e.g. employees know their jobs), Valence (e.g. feel that I have a good experience) |
| 15 | Clemes et al. (2011) | Global judgment relating to superiority of the service (Carman, 1990) | Yes | Attributes | Hierarchical model | Peripheral (e.g. car parking is secure), Core (e.g. games are usually fast and flowing) |
| 16 | Crompton and Mackay (1989) | Judgment of service's overall excellence or superiority (Berry et al., 1988) | No | Attributes | Not modeled (comparison of dimension importance) | Peripheral (e.g. personnel responsiveness, empathy) |
| 17 | Foroughi et al. (2014) | Overall impression of game performance, amenities, additional services, event staff and service-delivery systems | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees seem very knowledgeable about their jobs), Core (e.g. skill performance of my team's player is excellent), Benefits (quality time with my friends/family at the event) |
| 18 | Foroughi et al. (2016) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Core (e.g. team characteristics, player performance) |
| 19 | Foroughi et al. (2019) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. half-time programmes are attractive, seating is comfortable) |
| 20 | Greenwell et al. (2002) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff is responsive to my needs), Core (e.g. number of star players on the team) |
| 21 | Hightower et al. (2002) | Not explicitly defined | Yes | Service system | SQ as antecedent construct | No specific elements (global evaluation) |
| 22 | Howat and Assaker (2013) | Cognitive evaluation of service attributes (Zeithaml et al., 2009) | No | Attributes | Hierarchical | Peripheral (e.g. staff is friendly, broad range of activities) |
| 23 | Howat and Assaker (2016) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. centre is always clean), Benefits (e.g. socialising with family and/or friends) |
| 24 | Howat and Crilley (2007) | Cognitive evaluation of a service provider's performance (Brady and Cronin, 2001) | No | Attributes | SQ as antecedent construct | Peripheral (e.g. presentable and easily identified staff, parking area safety and security) |
| 25 | Howat et al. (2002) | Not explicitly defined | No | Attributes | Attribute-based evaluation (no SQ construct) | Peripheral (e.g. facility cleanliness, broad range of activities) |
| 26 | Howat et al. (2008) | Customers' evaluation of the perceived performance of service attributes to their prior expectations (Parasuraman et al., 1988) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. safe and secure parking), Benefits (e.g. relaxation) |
| 27 | Hu et al. (2024) | Not explicitly defined | No | Attributes | SQ as antecedent construct | Peripheral (e.g. attractive facilities), Benefits (e.g. psychological well-being) |
| 28 | Jeong and Kim (2020) | Overall impression of the relative inferiority/superiority of the organization and its services (Bitner and Hubbert, 1994) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. information about this event was easy to obtain Core (e.g. skill performance of players was excellent Benefits (e.g. spent quality time with friends/family) |
| 29 | Jin et al. (2013) | Global judgment of service superiority (Parasuraman et al., 1985) | No | Attributes | Hierarchical | Peripheral (e.g. safe facility), Core (players' performance) |
| 30 | Jones et al. (2019) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees were very professional, venue provides comfortable seats) |
| 31 | Kelley and Turley (2001) | Expectation – perception comparison (Parasuraman et al., 1988) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. cleanliness of the arena), Core (e.g. game quality) |
| 32 | Kim et al. (2006) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees' responsiveness, reliability) |
| 33 | Kim et al. (2013) | Overall impression of the superiority/inferiority of organization and its services (Bitner and Hubbert, 1994) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. safe facility), Core (e.g. team performance) |
| 34 | Kim et al. (2016) | Not explicitly defined | No | Attributes | Attribute-based evaluation (no SQ construct) | Peripheral (e.g. arena access, good seating) |
| 35 | Ko and Pastore (2005) | Not explicitly defined | No | Αttributes | Hierarchical | Peripheral (e.g. knowledgeable employees), Valence (e.g. feel good about what I get), Benefits (e.g. sense of family) |
| 36 | Ko et al. (2010) | Consumer attitudes relating to the superiority of service (Parasuraman et al., 1988) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employee interaction) Core (e.g. skill performance), Valence (item not reported), Benefits (e.g. social interaction) |
| 37 | Ko et al. (2011) | Global judgment, or attitude relating to the superiority of service (Parasuraman et al., 1985) | No | Attributes | Hierarchical | Peripheral (e.g. knowledgeable employees), Core (e.g. skill performance of team's players), Valence (e.g. feel good from what I get), Benefits (e.g. sense of family) |
| 38 | Ko et al. (2023) | Not explicitly defined | No | Attributes | Hierarchical | Peripheral (e.g. design of the facility), Core (e.g. excellent game), Benefits (positive social interaction) |
| 39 | Koo et al. (2009) | Overall evaluation of service delivery | Yes | Service system | SQ as antecedent construct | No specific elements (global evaluation) |
| 40 | Koronios et al. (2019) | Overall perception of service performance, systems of delivery, and overall consumption experiences | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. pre and after game shows), Core (e.g. skill performance of team's players), Benefits (e.g. spend quality time with my friends/family) |
| 41 | Kouthouris and Alexandris (2005) | Global judgment or attitude of service superiority (Zeithaml and Bitner, 2003) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees should always be willing to help; give participants individualized attention) |
| 42 | Kyle et al. (2010) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees' friendliness), Benefits (e.g. skiing in this resort allows me to socialize) |
| 43 | Lam et al. (2005) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff responsiveness to complaints, adequacy of signs and directions) |
| 44 | Lee et al. (2011) | Overall impression/global judgment of service superiority (Bitner and Hubbert, 1994; Parasuraman et al., 1985) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. responsiveness, empathy) |
| 45 | Liu et al. (2009) | Customers' perception of service excellence | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. availability of parking, friendliness of staff) |
| 46 | Ma and Kaplanidou (2020) | Consumers' judgment regarding the overall excellence or superiority of ancillary services (Yoshida and James, 2010) | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. entering the stadium was easy), Core (e.g. opposing team's overall performance) |
| 47 | Mackay and Crompton (1988) | Expectation–performance comparison (Parasuraman et al., 1985) | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. tangibles, responsiveness) |
| 48 | Matic et al. (2020) | Not explicitly defined | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. tangibles), Core (e.g. competition) – authors' own classification |
| 49 | McDonald et al. (1995) | Expectations – performance comparison (Zeithaml, 1988) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. ticket ushers give prompt, ticket ushers have the knowledge to answer questions) |
| 50 | Moon et al. (2011) | Overall impression of the relative inferiority/superiority of the organization and its services (Bitner and Hubbert, 1994) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. responsiveness, equipment) |
| 51 | Moon et al. (2013) | Overall impression of the relative inferiority/superiority of the organization and its services (Bitner and Hubbert, 1994) | No | Attributes | SQ as antecedent construct | Peripheral (e.g. reliability, equipment) |
| 52 | Oh et al. (2011) | Customers' evaluation of the provider's service based on their experiences and impressions (Hennig-Thurau et al., 2002) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral, Core (items not reported by the authors) |
| 53 | Phonthanukitithaworn and Sellitto (2018) | Οverall impression of the relative inferiority/superiority of the organization and its services (Bitner and Hubbert, 1994) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. signs at the stadium help me know where I am going), Core (e.g. team plays hard all the time) |
| 54 | Polyakova and Ramchandani (2023) | Global judgment of service excellence/superiority (Zeithaml, 1987) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. friendly staff), Benefits (e.g. psychological benefits), Valence (e.g. to have a good feeling) |
| 55 | Polyakova et al. (2025) | Consumer's judgment about an entity's overall excellence or superiority (Parasuraman et al., 1985) | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. employee behavior), Core (e.g. racing routes) |
| 56 | Rai et al. (2023) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. security, equipment) |
| 57 | Ribeiro et al. (2018) | Consumer's impression of service excellence (Liu et al., 2009) | No | Attributes | Hierarchical | Peripheral (e.g. easy to get to the facilities), Core (e.g. athletes are excellent) |
| 58 | Shi et al. (2022) | Not explicitly defined | No | Attributes | Hierarchical | Peripheral (e.g. employees are friendly), Core (e.g. classes/courses cover different skill levels) |
| 59 | Shonk and Chelladurai (2008) | Expectation-perception comparison (MacKay and Crompton, 1988) | N/A | Attributes | Hierarchical (conceptual) | Peripheral (e.g. accessibility of venue) Core (e.g. contest quality) |
| 60 | Shonk and Chelladurai (2009) | Expectation-perception comparison (MacKay and Crompton, 1988) | Yes | Attributes | Hierarchical | Peripheral (e.g. getting to the stadium was not difficult), Core (e.g. players make the game exciting) |
| 61 | Shonk et al. (2017) | Overall impression/global judgment of service superiority (Bitner and Hubbert, 1994; Parasuraman et al., 1985) | No | Attributes | Hierarchical | Peripheral (e.g. Parking is easily accessible), Core (e.g. skill of athletes competing is excellent), Valence (e.g. feel good about what get from this event) Benefits (e.g. spent quality time with friends/family at this event) |
| 62 | Silcox and Soutar (2009) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees gave prompt service, employees know what they are talking about) |
| 63 | Smith et al. (2014) | Expectation–perception comparison (Parasuraman et al., 1988) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are knowledgeable), Benefits (e.g. improve mood) |
| 64 | Stergiou et al. (2022) | Not explicitly defined | Νο | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. easy to park), Core (e.g. strong competition), Benefits (e.g. opportunity to socialize with friends/family) |
| 65 | Theodorakis and Alexandris (2008) | Global judgment of service superiority (Zeithaml and Bitner, 2003) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. accessibility of stadium, services provided right first time) |
| 66 | Theodorakis et al. (2001) | Comparison to excellence in service encounters (Rust and Oliver, 1994) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. parking availability, personnel provide prompt service) |
| 67 | Theodorakis et al. (2009a) | Global judgment of service superiority (Zeithaml and Bitner, 2003) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. comfort of seats, parking availability) |
| 68 | Theodorakis et al. (2009b) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are friendly), Benefits (e.g. skiing was fun) |
| 69 | Theodorakis et al. (2011) | Overall impression/global judgment of service superiority (Parasuraman et al., 1985; Bitner and Hubbert, 1994) | Yes | Service system | SQ as antecedent construct | Peripheral (e.g. cleanliness of the facility, personnel willingness to help) |
| 70 | Theodorakis et al. (2013) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. comfortable seats), Core (e.g. players perform well executed plays) |
| 71 | Theodorakis et al. (2014) | Consumer's overall impression of service superiority (Bitner and Hubbert, 1994) | Yes | Service system | SQ as antecedent construct | No specific elements (global evaluation) |
| 72 | Theodorakis et al. (2015) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel was courteous), Valence (e.g. participation was very positive), Benefits (e.g. participation made me a better athlete) |
| 73 | Theodorakis et al. (2019) | Not explicitly defined | No | Service attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel answered all my questions), Valence (e.g. participation was very positive), Benefits (e.g. gained a lot as a runner) |
| 74 | Tsitskari et al. (2009) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. pre-game entertainment, accessibility of facility) |
| 75 | Tsuji et al. (2007) | Not explicitly defined | No | Service attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff courtesy), Core (e.g. aggressive inline skating) |
| 76 | Tzetzis et al. (2014) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. parking makes it easy to get in and out quickly), Core (e.g. players made the game exciting) |
| 77 | Voon et al. (2014) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. provide services as promised, enough parking space) |
| 78 | Wakefield and Blodgett (1994) | Not explicitly defined | No | Attributes | SQ as antecedent construct | Peripheral (e.g. facility cleanliness, stadium seats) |
| 79 | Won and Lee (2024) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. organization has top-notch customer service during the season), Core (e.g. games are exciting) |
| 80 | Xiao et al. (2020) | Overall subjective impression after consumption (Bitner and Hubbert, 1994) | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel was courteous), Valence (e.g. participation was very positive), Benefits (e.g. participation made me a better athlete) |
| 81 | Yildiz and Kara (2012) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. physical environment is well maintained), Core (e.g. rigorous and rich exercise programmes) |
| 82 | Yoshida and James (2010) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to your needs), Core (e.g. players perform well-executed plays) |
| 83 | Yoshida and James (2011) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to your needs), Core (e.g. players perform well-executed plays) |
| 84 | Yoshida et al. (2013) | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. signs help you know where you are going), Core (e.g. team plays hard all the time) |
| 85 | Yu et al. (2014) | Not explicitly defined | No | Attributes | Hierarchical | Peripheral (e.g. locker room, staff) |
| # | Study | SQ definition | OSQ measured | Judgment object | SQ model specification | Service quality elements |
|---|---|---|---|---|---|---|
| 1 | Global judgment or attitude relating to the superiority of a service ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. provides its services at the time it promises to do so, the employees give me personal attention) | |
| 2 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to members), Benefits (e.g. improve psychological well-being) | |
| 3 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. polite staff), Benefits (e.g. improve psychological well-being) | |
| 4 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are friendly), Benefits (e.g. skiing helped me to socialize) | |
| 5 | Global judgment or attitude relating to the superiority of a service ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. responsiveness, reliability), Outcome content not explicitly specified; instrument referenced to | |
| 6 | Global judgment of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel were responsive), Benefits (e.g. running this event made me a better athlete) | |
| 7 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff were friendly), Valence (e.g. evaluate the outcome of my race participation favorably), Benefits (e.g. get emotionally refreshed through participating in the event) | |
| 8 | Global judgment of service superiority ( | Yes | Service system | OSQ as antecedent construct | No specific elements (global evaluation) | |
| 9 | Global judgment of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to my needs), Core (e.g. players always try to do their best) | |
| 10 | Global judgment of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are available to help the fans), Core (e.g. the players of the teams play well) | |
| 11 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. treated well by employees), Valence (e.g. evaluate feelings about game outcome) | |
| 12 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. game entertainment, security), Core (e.g. opposing team's performance) | |
| 13 | Overall impression of the superiority of a service provider and its services ( | Yes | Service System | SQ as antecedent construct | No specific elements (global evaluation) | |
| 14 | Expectation–perception comparison at the service dimension level ( | No | Attributes | Hierarchical | Peripheral (e.g. employees know their jobs), Valence (e.g. feel that I have a good experience) | |
| 15 | Global judgment relating to superiority of the service ( | Yes | Attributes | Hierarchical model | Peripheral (e.g. car parking is secure), Core (e.g. games are usually fast and flowing) | |
| 16 | Judgment of service's overall excellence or superiority ( | No | Attributes | Not modeled (comparison of dimension importance) | Peripheral (e.g. personnel responsiveness, empathy) | |
| 17 | Overall impression of game performance, amenities, additional services, event staff and service-delivery systems | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees seem very knowledgeable about their jobs), Core (e.g. skill performance of my team's player is excellent), Benefits (quality time with my friends/family at the event) | |
| 18 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Core (e.g. team characteristics, player performance) | |
| 19 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. half-time programmes are attractive, seating is comfortable) | |
| 20 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff is responsive to my needs), Core (e.g. number of star players on the team) | |
| 21 | Not explicitly defined | Yes | Service system | SQ as antecedent construct | No specific elements (global evaluation) | |
| 22 | Cognitive evaluation of service attributes ( | No | Attributes | Hierarchical | Peripheral (e.g. staff is friendly, broad range of activities) | |
| 23 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. centre is always clean), Benefits (e.g. socialising with family and/or friends) | |
| 24 | Cognitive evaluation of a service provider's performance ( | No | Attributes | SQ as antecedent construct | Peripheral (e.g. presentable and easily identified staff, parking area safety and security) | |
| 25 | Not explicitly defined | No | Attributes | Attribute-based evaluation (no SQ construct) | Peripheral (e.g. facility cleanliness, broad range of activities) | |
| 26 | Customers' evaluation of the perceived performance of service attributes to their prior expectations ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. safe and secure parking), Benefits (e.g. relaxation) | |
| 27 | Not explicitly defined | No | Attributes | SQ as antecedent construct | Peripheral (e.g. attractive facilities), Benefits (e.g. psychological well-being) | |
| 28 | Overall impression of the relative inferiority/superiority of the organization and its services ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. information about this event was easy to obtain Core (e.g. skill performance of players was excellent Benefits (e.g. spent quality time with friends/family) | |
| 29 | Global judgment of service superiority ( | No | Attributes | Hierarchical | Peripheral (e.g. safe facility), Core (players' performance) | |
| 30 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees were very professional, venue provides comfortable seats) | |
| 31 | Expectation – perception comparison ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. cleanliness of the arena), Core (e.g. game quality) | |
| 32 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees' responsiveness, reliability) | |
| 33 | Overall impression of the superiority/inferiority of organization and its services ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. safe facility), Core (e.g. team performance) | |
| 34 | Not explicitly defined | No | Attributes | Attribute-based evaluation (no SQ construct) | Peripheral (e.g. arena access, good seating) | |
| 35 | Not explicitly defined | No | Αttributes | Hierarchical | Peripheral (e.g. knowledgeable employees), Valence (e.g. feel good about what I get), Benefits (e.g. sense of family) | |
| 36 | Consumer attitudes relating to the superiority of service ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employee interaction) Core (e.g. skill performance), Valence (item not reported), Benefits (e.g. social interaction) | |
| 37 | Global judgment, or attitude relating to the superiority of service ( | No | Attributes | Hierarchical | Peripheral (e.g. knowledgeable employees), Core (e.g. skill performance of team's players), Valence (e.g. feel good from what I get), Benefits (e.g. sense of family) | |
| 38 | Not explicitly defined | No | Attributes | Hierarchical | Peripheral (e.g. design of the facility), Core (e.g. excellent game), Benefits (positive social interaction) | |
| 39 | Overall evaluation of service delivery | Yes | Service system | SQ as antecedent construct | No specific elements (global evaluation) | |
| 40 | Overall perception of service performance, systems of delivery, and overall consumption experiences | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. pre and after game shows), Core (e.g. skill performance of team's players), Benefits (e.g. spend quality time with my friends/family) | |
| 41 | Global judgment or attitude of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees should always be willing to help; give participants individualized attention) | |
| 42 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees' friendliness), Benefits (e.g. skiing in this resort allows me to socialize) | |
| 43 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff responsiveness to complaints, adequacy of signs and directions) | |
| 44 | Overall impression/global judgment of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. responsiveness, empathy) | |
| 45 | Customers' perception of service excellence | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. availability of parking, friendliness of staff) | |
| 46 | Consumers' judgment regarding the overall excellence or superiority of ancillary services ( | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. entering the stadium was easy), Core (e.g. opposing team's overall performance) | |
| 47 | Expectation–performance comparison ( | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. tangibles, responsiveness) | |
| 48 | Not explicitly defined | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. tangibles), Core (e.g. competition) – authors' own classification | |
| 49 | Expectations – performance comparison ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. ticket ushers give prompt, ticket ushers have the knowledge to answer questions) | |
| 50 | Overall impression of the relative inferiority/superiority of the organization and its services ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. responsiveness, equipment) | |
| 51 | Overall impression of the relative inferiority/superiority of the organization and its services ( | No | Attributes | SQ as antecedent construct | Peripheral (e.g. reliability, equipment) | |
| 52 | Customers' evaluation of the provider's service based on their experiences and impressions ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral, Core (items not reported by the authors) | |
| 53 | Οverall impression of the relative inferiority/superiority of the organization and its services ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. signs at the stadium help me know where I am going), Core (e.g. team plays hard all the time) | |
| 54 | Global judgment of service excellence/superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. friendly staff), Benefits (e.g. psychological benefits), Valence (e.g. to have a good feeling) | |
| 55 | Consumer's judgment about an entity's overall excellence or superiority ( | No | Attributes | Multidimensional attribute-based (no SQ construct) | Peripheral (e.g. employee behavior), Core (e.g. racing routes) | |
| 56 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. security, equipment) | |
| 57 | Consumer's impression of service excellence ( | No | Attributes | Hierarchical | Peripheral (e.g. easy to get to the facilities), Core (e.g. athletes are excellent) | |
| 58 | Not explicitly defined | No | Attributes | Hierarchical | Peripheral (e.g. employees are friendly), Core (e.g. classes/courses cover different skill levels) | |
| 59 | Expectation-perception comparison ( | N/A | Attributes | Hierarchical (conceptual) | Peripheral (e.g. accessibility of venue) Core (e.g. contest quality) | |
| 60 | Expectation-perception comparison ( | Yes | Attributes | Hierarchical | Peripheral (e.g. getting to the stadium was not difficult), Core (e.g. players make the game exciting) | |
| 61 | Overall impression/global judgment of service superiority ( | No | Attributes | Hierarchical | Peripheral (e.g. Parking is easily accessible), Core (e.g. skill of athletes competing is excellent), Valence (e.g. feel good about what get from this event) Benefits (e.g. spent quality time with friends/family at this event) | |
| 62 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees gave prompt service, employees know what they are talking about) | |
| 63 | Expectation–perception comparison ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are knowledgeable), Benefits (e.g. improve mood) | |
| 64 | Not explicitly defined | Νο | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. easy to park), Core (e.g. strong competition), Benefits (e.g. opportunity to socialize with friends/family) | |
| 65 | Global judgment of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. accessibility of stadium, services provided right first time) | |
| 66 | Comparison to excellence in service encounters ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. parking availability, personnel provide prompt service) | |
| 67 | Global judgment of service superiority ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. comfort of seats, parking availability) | |
| 68 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees are friendly), Benefits (e.g. skiing was fun) | |
| 69 | Overall impression/global judgment of service superiority ( | Yes | Service system | SQ as antecedent construct | Peripheral (e.g. cleanliness of the facility, personnel willingness to help) | |
| 70 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. comfortable seats), Core (e.g. players perform well executed plays) | |
| 71 | Consumer's overall impression of service superiority ( | Yes | Service system | SQ as antecedent construct | No specific elements (global evaluation) | |
| 72 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel was courteous), Valence (e.g. participation was very positive), Benefits (e.g. participation made me a better athlete) | |
| 73 | Not explicitly defined | No | Service attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel answered all my questions), Valence (e.g. participation was very positive), Benefits (e.g. gained a lot as a runner) | |
| 74 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. pre-game entertainment, accessibility of facility) | |
| 75 | Not explicitly defined | No | Service attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. staff courtesy), Core (e.g. aggressive inline skating) | |
| 76 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. parking makes it easy to get in and out quickly), Core (e.g. players made the game exciting) | |
| 77 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. provide services as promised, enough parking space) | |
| 78 | Not explicitly defined | No | Attributes | SQ as antecedent construct | Peripheral (e.g. facility cleanliness, stadium seats) | |
| 79 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. organization has top-notch customer service during the season), Core (e.g. games are exciting) | |
| 80 | Overall subjective impression after consumption ( | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. personnel was courteous), Valence (e.g. participation was very positive), Benefits (e.g. participation made me a better athlete) | |
| 81 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. physical environment is well maintained), Core (e.g. rigorous and rich exercise programmes) | |
| 82 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to your needs), Core (e.g. players perform well-executed plays) | |
| 83 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. employees respond quickly to your needs), Core (e.g. players perform well-executed plays) | |
| 84 | Not explicitly defined | No | Attributes | Multidimensional attribute-based model (no SQ construct) | Peripheral (e.g. signs help you know where you are going), Core (e.g. team plays hard all the time) | |
| 85 | Not explicitly defined | No | Attributes | Hierarchical | Peripheral (e.g. locker room, staff) |
Note(s): Based on a systematic review of 85 empirical and conceptual studies in sport service quality research. SQ Definition refers to how service quality is explicitly defined in each study, based only on statements in the conceptual section, including definitions adopted from prior literature. OSQ = Overall Service Quality and is coded “Yes” when direct global items are used. Judgment Object refers to what respondents evaluate (i.e. service attributes, service encounter, or the service system), based on item wording. SQ Model Specification refers to how service quality is structurally treated: SQ as antecedent construct = SQ exists as a distinct construct predicting outcomes; Multidimensional attribute-based model = service attributes are labeled as SQ without a distinct SQ construct; Hierarchical model = a higher-order SQ construct is modeled through lower-order dimensions; Not modeled = conceptual or descriptive paper. Service Quality Elements refer to what is measured: Peripheral = controllable service delivery elements; Core = sport product elements; Benefit = consumer outcome elements; Valence = subjective post-consumption evaluation. The taxonomy is based on reported measurement structures (constructs used in analysis), even when item-level detail is not fully disclosed. Some studies employ constructs (e.g. valence) without fully reporting their operationalization, which limits comparability
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