Dissertation/Thesis Abstract

The ETK model: Emotional, technology, and knowledge competency effects on global soccer fan satisfaction
by Cardenas Cano, Miguel Angel, Ph.D., Alliant International University, 2012, 154; 3505191
Abstract (Summary)

This study was designed to investigate emotional (E), technology (T), and knowledge (K) competencies of the Fédération Internationale de Football Association (FIFA); specifically how fan perceptions of ETK competencies within FIFA affect global soccer fan satisfaction. Surveys were solicited and obtained from soccer fans around the world, principally in North and South America. The surveys measured fan perceptions of the E, T, and K competencies of FIFA, as well as fan satisfaction. Multiple regression analyses were used to determine the relationship between fan satisfaction and E, T, and K competencies, respectively. A ranking of fan satisfaction among those fans who perceived FIFA as having one of the three ETK competences developed was tested using multiple regression analysis. A ranking of fan satisfaction among those fans who perceived FIFA as having two of the three ETK competences developed was tested using multiple regression analysis. A ranking of fan satisfaction based on all possible combinations (all of three, two of three, one of three, and none of three) of developed ETK competences was tested by multiple regression analysis. A ranking of interaction effects among ETK competencies was also tested using factorial ANOVA. Hypotheses 1 through 3 were tested using multiple regression analyses to detect a direct relationship between E, T, and K competency perceptions of FIFA and fan satisfaction. Hypotheses 1 through 3 were supported. Multiple regression analysis was also used to test Hypotheses 4 through 6 to establish a ranking among different possible combinations of developed ETK competency perceptions of FIFA based on their effect on fan satisfaction. Hypotheses 4 through 6 were not supported. Factorial ANOVA tested Hypothesis 7 for any interactions among ETK variables to establish the presence of synergy. Hypothesis 7 was supported. Factorial ANOVA tested Hypothesis 8 for a ranking of two and three way interactions. Hypothesis 8 was not supported. These results indicate that fan perceptions of FIFA's emotional, technology, and knowledge competencies can be a useful predictor of soccer fan satisfaction. Moreover, these results suggest that fan perceptions of FIFA's knowledge competence is the strongest driver of fan satisfaction alone, and in combination with fan perceptions of both emotional and technology competencies. In particular, K competencies represent FIFA's ability to develop successful strategies for visioning and planning, assessment and continuous expansion, environmental and health, and resource utilization for its tournaments and events, such as the World Cup. The results from this study provide evidence that soccer fan satisfaction can be increased if FIFA works on developing their emotional, technology, and knowledge competencies.

Indexing (document details)
Advisor: Krishnamoorthy, Meenakishi S.
Commitee: Cooper, Barrie L., Kantor, John
School: Alliant International University
Department: San Diego-ASM
School Location: United States -- California
Source: DAI-A 73/08(E), Dissertation Abstracts International
Source Type: DISSERTATION
Subjects: Sports Management, Organization Theory, Recreation
Keywords: ETK, Emotion, Fan satisfaction, Knowledge, Soccer, Technology
Publication Number: 3505191
ISBN: 9781267293107
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