When journalists are consumers: examining effects of media service quality on media members' behavioural intention
by Bo Li; Jerred Junqi Wang; Olan K.M. Scott; Sang Keon Yoo
International Journal of Sport Management and Marketing (IJSMM), Vol. 24, No. 1, 2024

Abstract: Existing service marketing literature has shown the relationship between service quality, satisfaction, and behavioural intentions among sport spectators; however, the media's experience working at these events has largely been neglected. Journalists both report on the sporting event and the destination or host of the event. To reduce the gap in this research area, this study examined how media service quality impacted journalists' satisfaction, which ultimately influences their behavioural intentions in their reporting of the host city or country and their revisit intentions. Through surveying 211 journalists who covered two major international sporting events (the 2018 FIFA World Cup and the 2019 FINA World Aquatics Championships), findings revealed that sport journalists' service satisfaction was determined by the following services: information, interactions with employees/volunteers, and operating time. Also, media professionals' destination image and service satisfaction had positive relationships with their behavioural intentions, word of mouth, and intention to positively cover the event.

Online publication date: Tue, 19-Dec-2023

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