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Year 2017, Volume: 8 Issue: 3, 12 - 23, 15.09.2017

Abstract

References

  • Adamson, G., Jones, W. and Tapp, A. (2006). From CRM to FRM: Applying CRM in the football industry, Journal of Database Marketing and Customer Strategy Management, 13(2), 156-172. Anderson, E., and Weitz, B. (1989). Determinants of Continuity in Conventional Industrial Barnes, J. G. (1997). Closeness, strength, and satisfaction: examining the nature of relationships between providers of financial services and their retail customers. Psychology and Marketing, 14(8), 765-790. Bitner, M.J. (1995). Building service relationships: it’s all about promises. Journal of Academy of Marketing Science, 23 (4), 246-251. Catalán-Matamoros D. (2012). Advances in Customer Relationship Management. InTech Publishing, http://www.intechopen.com/books/editor/advances-in-customer-relationship-management . Chin, W. W. (1998). Commentary: Issues and Option on Structural Equation Modelling, MIS Quarterly, 20(1), 7-16. Choi, T.Y. ve Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry, International Jornal of Hospitality Management, 20 (3), 67 82. Cravens, K. S., and Guilding, C. (2000). Measuring customer focus: an examination of the relationship between market orientation and brand valuation. Journal of Strategic Marketing, 8(1), 27-45 De Wulf, K., Odekerken-Schröder, and Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 61, 35-51. Dietz-Uhler, B. and Murrell, A. (1999). Examining fan reactions to game outcomes: A longitudinal study of social identity, Journal of Sport Behavior, 22(1), 15-27 Dietz-Uhler, B., Harrick, E., End, C., and Jacquemotte, L. (2000). Sex differences in sport fan behavior and reasons for being a sport fan, Journal of Sport Behavior, 23(3), 219-231. Doney, P. M., and Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61, 35-51. Drigotas, S.M., and Rusbult, C.E. (1992). Should I Stay or Should I go? A Dependence Model of Breakups. Journal of Personality and Social Psychology, 62, 62–87. Dwyer, FR., Schurr, PH., and Oh, S. (1987). Developing buyerseller relationships. Journal of Marketing, 51(2), 11-27 dyads Marketing Science, 8, 310–323. Fink, J.S., Trail, G.T., and Anderson, D.F. (2002). An Examination of Team Identification: Which motives are most salient to its existence? International Sports Journal, 6, 195-207. Fornell, C. and Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, Journal of Marketing Research, 39-50. Fornell, C., and Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis, Journal of Marketing Research, 24, 337-346. Fournier, S.M. (1998). Consumers and their brands: Developing relationship theory in consumer research. The Journal of Consumer Research, 24, 343–373. Funk, D.C, and James, J. (2001). The psychological continuum model: A conceptual framework for understanding an individual's psychological connection to sport. Sport Management Review, 4, 119-150 Funk, D.C, and Pritchard, M.P (2006). Sport publicity: Commitment's moderation of message effects. Journal of Business Research, 59, 613-621. Furuholt, B. and Skutle, N. (2008). Strategic use of customer relationship management (CRM) in sports: The Rosenborg case, Advances in information systems development, 123-133. Garbarino, E. and Johnson, M. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. Hair, J. F., Black, W., Babin, B. and Anderson, R. (2009). Multivariate Data Analysis, Prentice Hall, New Jersey. Harris, L.C. and Ogbonna, E. (2008). The Dynamics Underlying Service Firm-Customer Relationships: Insights from a Study of English Premier League Soccer Fans. Journal of Service Research, 10, 382–399. Hennig-Thurau, T. and Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14, 737-765. Kaiser, H. F. (1960). The application of electronic computers to factor analysis. Educational and psychological measurement. Kerstetter, D. and Kovich, G. M. (1997). An involvement profiles of Division I women's basketball spectators, Journal of Sport Management, 2, 234–249. Kim, S. S., Lee, C.K., and Klenosky, D. B. (2003). The influence push and pull factors at Korean national parks. Tourism Management, 24, 169-180. Kim, W. G. and Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. Hospitality Management, 21, 321-338. Kim, Y.K. (2008). Relationship Framework in Sport Management: How Relationship Quality Affects Sport Consumption Behavior, University of Florida, Doctoral Dissertation, Florida. Kim, Y.K. and Trail, G. T. (2009) A Conceptual Framework for Understanding The Relationship Between a Team and Sports Consumers. Paper Presented at the North American Society of Sport Management conference, Columbia, SC. Kim, Y.K., and Trail, G.T. (2011). A conceptual framework for understanding relationships between sport consumers and sport organizations: A relationship quality approach. Journal of Sport Management, 25, 57-69. Kim, Y.K., Trail, G. and Ko, Y.J. (2011) The influence of relationship quality on sport consumption behaviors: An empirical examination of the relationship quality framework. Journal of Sport Management, 25, 576-592. Kim, Y.K., Trail, G.T., Woo, B. and Zhang, J.J. (2009). Sport consumer-team relationship quality: Development and psychometric evaluation of a scale. Paper presented at the annual conference of Sport Marketing Association, Cleveland, Ohio. Kohli, A. K. and Javorski, B. J. (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18. Kose H., (2014). Examining the Effects of Perceived Fan Orientation and Relationship Quality on Fan Consumption Behavior, Anadolu University, Doctoral Dissertation, Eskisehir. Kotler, P., (1997). Marketing Management: Analysis, Planning, Implementation and Control. Prentice Hall international series in marketing. Kotler, P., and Armstrong, G. (1980). Principles of Marketing Prentice Hall International. Inc, 1(9), 9. Laverie, D., and Arnett, D. (2000). Factors affecting fan attendance: The influence of identity salience and satisfaction. Journal of Leisure Research, 32(2), 225-246. Lydon, J., and Zanna, M. (1990). Commitment in The Face of Adversity: A Value-Affirmation Approach. Journal of Personality and Social Psychology, 58, 1040– 1047. Madrigal, R. (1995). Cognitive and affective determinants of fan satisfaction with sporting event attendance, Journal of Leisure Research, 27, 205-227 Matsuoka, H., Chelladurai, P., and Harada, M. (2003). Direct and interaction effects of team identification and satisfaction on intention to attend games. Sport Marketing Quarterly, 12, 244-253. Meehl, P. E. (1990). Why Summaries of Research on Psychological Theories Are Often Uninterpretable, Psychological Reports, 66, 195-244. McDonald, M. A. and Milne, G. R. (1997). A Conceptual Framework for Evaluating Marketing Relationships in Professional Sport Franchises. Sport Marketing Quarterly, 6(2), 27-32. Morgan, R. M. and Hunt, S. D. (1999). Relationship-Based Competitive Advantage: The Role of Relationship Marketing in Marketing Strategy. Journal of Business Research, 46, 281-290. Morgan, R.M. and Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–58. Nunnally, J. C. and Bernstein, I. (1995). Psychometric Theory, McGraw Hill New York. Odekerken-Schoröer, G., Wulf, K. D., and Schumacher, P. (2003). Strengthening outcomes of retailer-consumer relationships. The dual impact of relationship marketing tactics and consumer personality. Journal of Business Research, 56, 177-190. Park, J., Kim, K., and Kim, J. (2002). Acceptance of brand extensions: Interactive influence of product category similarity, typicality of claimed benefits, and brand relationship quality. Advances in Consumer Research. Associationfor Consumer Research, 29, 190-198. Palmatier, R. W., Dant, R. P., Grewal, D. and Evans, K. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70, 136-153. Reichheld, F. F. and Sasser, W. E. (1990). Zero defections: Quality comes to services. HarvardBusiness Review, 68, 105–111 Reynolds, K. E. and Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75 (1), 11-32. Roberts, K., Varki, S., and Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing, 37, 160-196. Schurr, K., Wittig, A., Ruble, V., and Ellen, A. (1987). Demographic and personality characteristics associated with persistent, occasional, and nonattendance of university male basketball games by college students, Journal of Sport Behaviour, 11, 3-17. Smit, E., Bronner, F., and Tolboom, M. (2007). Brand Relationship Quality and its Value for Personal Contact. Journal of Business Research, 60, 627–633. Trail, G. T., and James, J. D. (2001). The motivation scale for sport consumption: Assessment of the scale’s psychometric properties, Journal of Sport Behavior, 24(1), 108-127. Trail, G. T., Fink, J.S. and Anderson, D.F. (2003) Sport spectator consumption behavior, Sport Marketing Quarterly, 12(1), 8-17. Trail, G.T., Anderson, D.F., and Fink, J.S. (2005). Consumer satisfaction and identity theory: A model of sport spectator cognative loyalty. Sport Marketing Quarterly, 14, 98-112. Wann, D. L., and Dolan, T. (1994). Attributions of highly identified sports spectators. Journal of Social Psychology, 134, 783-792. Wann, D.L., (1997). Sport psychology, NJ: Prentice Hall, Upper Saddle River.

Perceived relationship quality dimensions between basketball fans and clubs: Eskisehir basket example

Year 2017, Volume: 8 Issue: 3, 12 - 23, 15.09.2017

Abstract








In recent years the importance of relationship quality in sport organizations have increasingly emphasized by both researchers and practitioners, because of the general belief about relationship marketing efforts can enhance relationships with sport consumers. Therefore, the researchers aimed to put forth the perceived dimensions of relationship quality between basketball fans and basketball clubs in the current study. The results showed that constructs about relationship quality could be conceptualized and measured as a three-dimensional construct comprising commitment, self-connection and intimacy, relationship satisfaction.



References

  • Adamson, G., Jones, W. and Tapp, A. (2006). From CRM to FRM: Applying CRM in the football industry, Journal of Database Marketing and Customer Strategy Management, 13(2), 156-172. Anderson, E., and Weitz, B. (1989). Determinants of Continuity in Conventional Industrial Barnes, J. G. (1997). Closeness, strength, and satisfaction: examining the nature of relationships between providers of financial services and their retail customers. Psychology and Marketing, 14(8), 765-790. Bitner, M.J. (1995). Building service relationships: it’s all about promises. Journal of Academy of Marketing Science, 23 (4), 246-251. Catalán-Matamoros D. (2012). Advances in Customer Relationship Management. InTech Publishing, http://www.intechopen.com/books/editor/advances-in-customer-relationship-management . Chin, W. W. (1998). Commentary: Issues and Option on Structural Equation Modelling, MIS Quarterly, 20(1), 7-16. Choi, T.Y. ve Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry, International Jornal of Hospitality Management, 20 (3), 67 82. Cravens, K. S., and Guilding, C. (2000). Measuring customer focus: an examination of the relationship between market orientation and brand valuation. Journal of Strategic Marketing, 8(1), 27-45 De Wulf, K., Odekerken-Schröder, and Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 61, 35-51. Dietz-Uhler, B. and Murrell, A. (1999). Examining fan reactions to game outcomes: A longitudinal study of social identity, Journal of Sport Behavior, 22(1), 15-27 Dietz-Uhler, B., Harrick, E., End, C., and Jacquemotte, L. (2000). Sex differences in sport fan behavior and reasons for being a sport fan, Journal of Sport Behavior, 23(3), 219-231. Doney, P. M., and Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61, 35-51. Drigotas, S.M., and Rusbult, C.E. (1992). Should I Stay or Should I go? A Dependence Model of Breakups. Journal of Personality and Social Psychology, 62, 62–87. Dwyer, FR., Schurr, PH., and Oh, S. (1987). Developing buyerseller relationships. Journal of Marketing, 51(2), 11-27 dyads Marketing Science, 8, 310–323. Fink, J.S., Trail, G.T., and Anderson, D.F. (2002). An Examination of Team Identification: Which motives are most salient to its existence? International Sports Journal, 6, 195-207. Fornell, C. and Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, Journal of Marketing Research, 39-50. Fornell, C., and Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis, Journal of Marketing Research, 24, 337-346. Fournier, S.M. (1998). Consumers and their brands: Developing relationship theory in consumer research. The Journal of Consumer Research, 24, 343–373. Funk, D.C, and James, J. (2001). The psychological continuum model: A conceptual framework for understanding an individual's psychological connection to sport. Sport Management Review, 4, 119-150 Funk, D.C, and Pritchard, M.P (2006). Sport publicity: Commitment's moderation of message effects. Journal of Business Research, 59, 613-621. Furuholt, B. and Skutle, N. (2008). Strategic use of customer relationship management (CRM) in sports: The Rosenborg case, Advances in information systems development, 123-133. Garbarino, E. and Johnson, M. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. Hair, J. F., Black, W., Babin, B. and Anderson, R. (2009). Multivariate Data Analysis, Prentice Hall, New Jersey. Harris, L.C. and Ogbonna, E. (2008). The Dynamics Underlying Service Firm-Customer Relationships: Insights from a Study of English Premier League Soccer Fans. Journal of Service Research, 10, 382–399. Hennig-Thurau, T. and Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14, 737-765. Kaiser, H. F. (1960). The application of electronic computers to factor analysis. Educational and psychological measurement. Kerstetter, D. and Kovich, G. M. (1997). An involvement profiles of Division I women's basketball spectators, Journal of Sport Management, 2, 234–249. Kim, S. S., Lee, C.K., and Klenosky, D. B. (2003). The influence push and pull factors at Korean national parks. Tourism Management, 24, 169-180. Kim, W. G. and Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. Hospitality Management, 21, 321-338. Kim, Y.K. (2008). Relationship Framework in Sport Management: How Relationship Quality Affects Sport Consumption Behavior, University of Florida, Doctoral Dissertation, Florida. Kim, Y.K. and Trail, G. T. (2009) A Conceptual Framework for Understanding The Relationship Between a Team and Sports Consumers. Paper Presented at the North American Society of Sport Management conference, Columbia, SC. Kim, Y.K., and Trail, G.T. (2011). A conceptual framework for understanding relationships between sport consumers and sport organizations: A relationship quality approach. Journal of Sport Management, 25, 57-69. Kim, Y.K., Trail, G. and Ko, Y.J. (2011) The influence of relationship quality on sport consumption behaviors: An empirical examination of the relationship quality framework. Journal of Sport Management, 25, 576-592. Kim, Y.K., Trail, G.T., Woo, B. and Zhang, J.J. (2009). Sport consumer-team relationship quality: Development and psychometric evaluation of a scale. Paper presented at the annual conference of Sport Marketing Association, Cleveland, Ohio. Kohli, A. K. and Javorski, B. J. (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18. Kose H., (2014). Examining the Effects of Perceived Fan Orientation and Relationship Quality on Fan Consumption Behavior, Anadolu University, Doctoral Dissertation, Eskisehir. Kotler, P., (1997). Marketing Management: Analysis, Planning, Implementation and Control. Prentice Hall international series in marketing. Kotler, P., and Armstrong, G. (1980). Principles of Marketing Prentice Hall International. Inc, 1(9), 9. Laverie, D., and Arnett, D. (2000). Factors affecting fan attendance: The influence of identity salience and satisfaction. Journal of Leisure Research, 32(2), 225-246. Lydon, J., and Zanna, M. (1990). Commitment in The Face of Adversity: A Value-Affirmation Approach. Journal of Personality and Social Psychology, 58, 1040– 1047. Madrigal, R. (1995). Cognitive and affective determinants of fan satisfaction with sporting event attendance, Journal of Leisure Research, 27, 205-227 Matsuoka, H., Chelladurai, P., and Harada, M. (2003). Direct and interaction effects of team identification and satisfaction on intention to attend games. Sport Marketing Quarterly, 12, 244-253. Meehl, P. E. (1990). Why Summaries of Research on Psychological Theories Are Often Uninterpretable, Psychological Reports, 66, 195-244. McDonald, M. A. and Milne, G. R. (1997). A Conceptual Framework for Evaluating Marketing Relationships in Professional Sport Franchises. Sport Marketing Quarterly, 6(2), 27-32. Morgan, R. M. and Hunt, S. D. (1999). Relationship-Based Competitive Advantage: The Role of Relationship Marketing in Marketing Strategy. Journal of Business Research, 46, 281-290. Morgan, R.M. and Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–58. Nunnally, J. C. and Bernstein, I. (1995). Psychometric Theory, McGraw Hill New York. Odekerken-Schoröer, G., Wulf, K. D., and Schumacher, P. (2003). Strengthening outcomes of retailer-consumer relationships. The dual impact of relationship marketing tactics and consumer personality. Journal of Business Research, 56, 177-190. Park, J., Kim, K., and Kim, J. (2002). Acceptance of brand extensions: Interactive influence of product category similarity, typicality of claimed benefits, and brand relationship quality. Advances in Consumer Research. Associationfor Consumer Research, 29, 190-198. Palmatier, R. W., Dant, R. P., Grewal, D. and Evans, K. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70, 136-153. Reichheld, F. F. and Sasser, W. E. (1990). Zero defections: Quality comes to services. HarvardBusiness Review, 68, 105–111 Reynolds, K. E. and Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75 (1), 11-32. Roberts, K., Varki, S., and Brodie, R. (2003). Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing, 37, 160-196. Schurr, K., Wittig, A., Ruble, V., and Ellen, A. (1987). Demographic and personality characteristics associated with persistent, occasional, and nonattendance of university male basketball games by college students, Journal of Sport Behaviour, 11, 3-17. Smit, E., Bronner, F., and Tolboom, M. (2007). Brand Relationship Quality and its Value for Personal Contact. Journal of Business Research, 60, 627–633. Trail, G. T., and James, J. D. (2001). The motivation scale for sport consumption: Assessment of the scale’s psychometric properties, Journal of Sport Behavior, 24(1), 108-127. Trail, G. T., Fink, J.S. and Anderson, D.F. (2003) Sport spectator consumption behavior, Sport Marketing Quarterly, 12(1), 8-17. Trail, G.T., Anderson, D.F., and Fink, J.S. (2005). Consumer satisfaction and identity theory: A model of sport spectator cognative loyalty. Sport Marketing Quarterly, 14, 98-112. Wann, D. L., and Dolan, T. (1994). Attributions of highly identified sports spectators. Journal of Social Psychology, 134, 783-792. Wann, D.L., (1997). Sport psychology, NJ: Prentice Hall, Upper Saddle River.
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Details

Journal Section SPORT MANAGEMENT
Authors

Durdu Mehmet Savrun This is me

Hüseyin Köse This is me

Ümit Can Büyükakgül

Publication Date September 15, 2017
Published in Issue Year 2017 Volume: 8 Issue: 3

Cite

APA Savrun, D. M., Köse, H., & Büyükakgül, Ü. C. (2017). Perceived relationship quality dimensions between basketball fans and clubs: Eskisehir basket example. Pamukkale Journal of Sport Sciences, 8(3), 12-23.