With economic considerations exerting an ever-increasing influence on soccer clubs’ activities, fan satisfaction becomes an essential strategic management objective for these institutions. Despite this topic’s obvious relevance, the literature has paid little attention to the measurement of...

Purpose – Revisiting Fornell et al.’s (1996) seminal study, this chapter looks at the evidence for observed and unobserved heterogeneity within data underlying the American customer satisfaction index (ACSI) model. Examining data for two specific industries (utilities and hotels) reveals...