Connecting customer knowledge management and intention to use sport services through psychological involvement, commitment, and customer perceived value

Mohsen Behnam, Mikihiro Sato, Bradley J. Baker, Vahid Delshab, Mathieu Winand

Research output: Contribution to journalArticlepeer-review

Abstract

Despite the increasing importance of customer knowledge management (CKM) as a strategic resource for sport service organizations, little sport management research has examined the link between CKM and consumers' intention to use sport services. Using the psychological continuum model as the theoretical framework, this study examines whether CKM predicts consumers' intention to use sport services. Participants (N = 686) were recruited from nonprofit sports clubs in Urmia, Iran. Structural equation modeling results revealed positive relationships between CKM, psychological involvement, perceived value, commitment, and intention to use. Furthermore, both CKM and psychological involvement had positive indirect effects on intention to use through perceived value and commitment. Findings from this study highlight the importance of psychological involvement and perceived value in promoting intention to use sport services at nonprofit sports clubs and CKM's role as a key antecedent.

Original languageEnglish (US)
Pages (from-to)591-603
Number of pages13
JournalJournal of Sport Management
Volume34
Issue number6
DOIs
StatePublished - Nov 2020
Externally publishedYes

Keywords

  • Customer orientation
  • External knowledge
  • Nonprofit sports clubs
  • Psychological continuum model
  • Sport consumer behavior

ASJC Scopus subject areas

  • Decision Sciences(all)
  • Orthopedics and Sports Medicine
  • Physical Therapy, Sports Therapy and Rehabilitation
  • Organizational Behavior and Human Resource Management

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