Purpose The purpose of this study was to empirically analyze the relationship between a commercial sports centers employees’ empathy, job satisfaction, customer orientation, service quality & organization loyalty through structural equation model analysis. Methods For this purpose, this study set 205 employees’ at the eleven commercial sports centers located in Seoul as the research subjects. In an effort to verify the proposed structural model, this study used IBM SPSSWIN Ver. 21.0 and AMOS 18.0. Results First, cognitive empathy had a positive effect on job satisfaction. Second, emotional empathy had a positive effect on job satisfaction. Third, communication empathy had a positive effect on job satisfaction. Fourth, job satisfaction had a positive effect on customer orientation. Fifth, job satisfaction had a positive effect on service quality. Sixth, job satisfaction had a positive effect on organization loyalty. Seventh, customer orientation didn’t had a positive effect on organization loyalty. eighth, service quality had a positive effect on organization loyalty.
The current study aimed to investigate the impact of SERVQUAL on sport consumer behaviors using meta-analytic techniques. Findings from 25 dissertations and 26 journal articles were used to test of a model of the SERVQUAL on various sport consumer behaviors via the comprehensive meta analysis (CMA) program. Results showed that SERVQUAL has a large effect on sport consumer behaviors, with a fixed effect size of .383. In terms of the relative importance of the SERVQUAL sub-factors, sport consumer behaviors were influenced most by empathy, followed by reliability and tangibles. In predicting sport consumer behaviors, SERVQUAL had a most positive effect on, in order of, loyalty, customer orientation, and commitment. Results also found significant moderating evidence for sport facility types, publication types, publication year, the ratio of male and respondents' age.
PURPOSE This study aimed to empirically investigate the influence relationships between the ESG activities of professional sports teams and sports fans’ team recognition, team preference, self-determination, and voluntary action intention. METHODS From March 1, 2022, to May 31, 2022, a survey was conducted online and offline to secure 253 copies of the final valid study samples. Descriptive statistics, frequency analysis, correlation analysis, reliability analysis, confirmatory factor analysis, and structural equation model analysis were performed using SPSS 24.0 and AMOS 18.0. RESULTS First, it was found that ESG activities in professional sports teams had a positive effect on sports fans’ team recognition, team preference, self-determination, and voluntary action intention. Second, the team recognition and team preference of sports fans of a given professional sports team had a positive effect on their self-determination and voluntary action intention. CONCLUSIONS The study results showed that ESG activities must be enjoyed not only by a given club’s sports fans but also by its stakeholders. The results suggest that gaining empathy regarding sports fans increases awareness and preference, which can lead to long-term and deeply positive effects on self-determination and voluntary action intentionl.
