Skip to main content
Home / Event Management, Volume 23, Number 6

Influencing Factors on Spectators' Revisit Intention In Minor League Baseball (MiLB): Spectators' Perceptions of Complaint Management Practices

Buy Article:

$48.00 + tax (Refund Policy)

Authors: Lee, Cindy; Won, Doyeon

Source: Event Management, Volume 23, Number 6, 2019, pp. 883-895(13)

Publisher: Cognizant Communication Corporation

DOI: https://doi.org/10.3727/152599518X15403853721295

This study investigates four influencing factors (i.e., facility quality, performance quality, interaction quality, and complaint management) on fans' satisfaction and perceived value, which further leads the intention to return. A total of 238 respondents of a Class A Short Season Minor League Baseball (MiLB) team participated in an online survey. Data were analyzed primarily with structural equation modeling (SEM) to investigate the relationship between study variables. The results indicated that spectators' satisfaction was influenced by interaction quality, performance quality, and complaint management while perceived value was predicted by facility quality and interaction quality. In predicting spectators' revisit intention, fans' perceived value was more critical in comparison to their perceived level of satisfaction.

Keywords: COMPLAINT MANAGEMENT; CUSTOMER RETENTION; FAN SATISFACTION; INTERACTION QUALITY; PERCEIVED VALUE; SERVICE QUALITY

Document Type: Research Article

Publication date: 06 December 2019

This article was made available online on 11 March 2019 as a Fast Track article with title: "INFLUENCING FACTORS ON SPECTATORS’ REVISIT INTENTION IN MINOR LEAGUE BASEBALL (MILB): SPECTATORS’ PERCEPTIONS OF COMPLAINT MANAGEMENT PRACTICES".

More about this publication?
  • Event Management, an International Journal, intends to meet the research and analytic needs of a rapidly growing profession focused on events. This field has developed in size and impact globally to become a major business with numerous dedicated facilities, and a large-scale generator of tourism. The field encompasses meetings, conventions, festivals, expositions, sport and other special events. Event management is also of considerable importance to government agencies and not-for-profit organizations in a pursuit of a variety of goals, including fund-raising, the fostering of causes, and community development.

Share Content

  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content