Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers

Successful service recovery is one of the major tasks for every provider. This paper transfers theory from traditional industries into spectator sport context, more precisely - football. A satisfied and committed consumer main goals business entity, as well football clubs. The purpose this to examine factors that predict satisfaction with its outcomes in context sports industry. research methodology used previously established scales related terms other industries, which are modified order meet requirements research. was conducted on 408 active consumers services provided by Croatian results show perceives equity impacts most popular world. Furthermore, it has been predicts club trust Relationships between predictors such satisfaction, services, trust, proposed outcome, commitment towards could not be supported. due fact possess enormous emotional psychological loyalty club, surpasses understanding. a significant relationship positive word mouth established. Implications Central European audience: Obtained can also interest audience countries where an extremely important part their leisure activities overall culture.