Date of Publication
Spring 2012
Document Type
Undergraduate Project
Professor's Name
Emily Dane-Staples
Abstract
Service quality can be defined as striving to make every interaction with a consumer a quality encounter, and has steadily become an important facet of the experience of attending a live sporting event. While many studies have been done to examine how consumers determine quality of service, little research has focused on college aged students. This study was done using Michael Brady’s hierarchical framework of service quality determinants applied to college students age 18-24. Results indicated that determinants of service quality change as college students grow older, it identified that interaction quality was the primary determinant for this age group, specifically attitudes and behaviors. How employees interact with this age group will be used as a primary determinant of service quality.
Recommended Citation
Gonzalez, Stephen N., "Service Quality Determinants of College Students Attending a Live Sporting Event" (2012). Sport Management Undergraduate. Paper 41.
https://fisherpub.sjf.edu/sport_undergrad/41
Please note that the Recommended Citation provides general citation information and may not be appropriate for your discipline. To receive help in creating a citation based on your discipline, please visit http://libguides.sjfc.edu/citations.