As businesses and organisations move online, many question how to use Internet communication tools effectively, such as Web sites and electronic mail (Porter, 2001). Where and how should they invest their time and money in technology? This research explores a small part of this broad question,...

Despite the advent of e-retailing and other shopping alternatives in the retailing sector, the ‘one-stop’ regional shopping centre remains a popular retail format. ServQual and ServPerf have been used to measure the service quality of individual retail stores on five key dimensions, namely...

Ritual behaviors connected to sporting events and teams are a commonplace example of ‘co-creation’. While largely positive, some of these ritual behaviors can be against team and public interests. This raises the issue of if, and how, teams should seek to manage rituals. This paper reports...

Season tickets are examples of sports subscription products, research into which is very limited. Given the nature of subscription markets, there is sufficient reason to expect that the relationship between service quality, satisfaction and renewal might operate differently from transactional...

Most sporting codes encourage participation in fantasy sport, even though few earn revenue directly from it. There is a lack of empirical evidence to determine whether this is good practice for although fantasy sport can increase consumer involvement and education, it may also compete with other...