Service Quality, Perceived Value, and Fan Engagement: Case of Shanghai Formula One Racing

Document Type

Article

Publication Date

1-1-2019

Description

The purpose of this study is to examine the influence of controllable service quality factors as firm-based antecedents to two dimensions of customer engagement behavior among Formula One racing spectators. This study uses the theory of customer engagement (van Doorn et al., 2010) as a guiding framework and applies Bettencourt’s (1997) model of customer voluntary performance (CVP) to examine how perceptions of ancillary services and value can prompt management cooperation and prosocial behavior among spectators of a recurring mega sport event. Findings suggest that spectator interactions with event personnel and the physical environment can positively impact consumer perceptions of value and lead to greater fan engagement. Event organizers should focus management and marketing efforts on the utilitarian value (price/value for money) associated with attending a mega event and promote physical environment factors that can enhance the overall event experience.

Copyright Statement

Authors of articles published in FiT journals may archive a PDF of their final published articles in their institution’s repository. This document was originally published in FiT Publishing.

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