Title: When journalists are consumers: examining effects of media service quality on media members' behavioural intention

Authors: Bo Li; Jerred Junqi Wang; Olan K.M. Scott; Sang Keon Yoo

Addresses: Department of Sport Leadership and Management, Miami University, Laws Hall 219G, Oxford OH, USA ' Department of Sport Leadership and Management, Miami University, Laws Hall 219G, Oxford OH, USA ' Department of Sport Management, Brock University, St. Catharines, Ontario, Canada ' Department of Sport ICT Convergence, Sangmyung University, Seoul, South Korea

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.

Keywords: service quality; media service; service satisfaction; word of mouth; behavioural intention; FIFA World Cup.

DOI: 10.1504/IJSMM.2024.135630

International Journal of Sport Management and Marketing, 2024 Vol.24 No.1, pp.1 - 22

Received: 16 Oct 2022
Accepted: 08 Sep 2023
Published online: 19 Dec 2023 *

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