Do the Hot Dogs taste Better When the Home Team Wins?

Abstract

With most functionally (i.e., problem-solving) oriented services, the process of accurately measuring performance and satisfaction has become fairly straightforward. However, when services are designed to involve and stimulate consumers in an experiential fashion (i.e., an entertainment event), obtaining accurate measures of service quality and satisfaction is potentially more difficult. This study investigates the premise of predictable halo effects based on the quality of performance. The results of this study suggest that measuring patron satisfaction with specific services related to an entertainment experience is subject to potential halo effects. The more closely tied the service is to the actual performance/event, the more likely a halo effect will be present.