Measuring service quality in sport services

Tsitskari, Efi; Tsiotras, D.; Tsiotras, George

doi:10.1080/14783360600588190

Cited by 82 publications

(69 citation statements)

References 25 publications

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“…El estudio de la calidad de servicio y la satisfacción de los usuarios de entidades deportivas es un tema cada vez más estudiado en la literatura relacionada con la gestión del deporte aunque aún es escaso (Tsitskari et al, 2006). Los principales trabajos Calabuig, F.;.…”

Section: Discussionunclassified

La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perception of service quality in sport services: differences according to sport facility, gender, age and user type in nautical services).

Moreno

Pardo

Gómez

2008

rev. int. cienc. deporte

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Section: Discussionunclassified

La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perception of service quality in sport services: differences according to sport facility, gender, age and user type in nautical services).

Moreno

Pardo

Gómez

2008

rev. int. cienc. deporte

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“…The investigation might be quantitative or subjective, both inside and outer to the association. Yet there are few studies of the service quality and user satisfaction of sports entities in the literature related to sport management (Tsitskari et al, 2006). There are studies on the service quality of sport entities services focused on the evaluation of expectations, satisfaction and perceptions of quality by users, using some scales: QUESC (Quality Excellence of Sports Centres) (Kim and Kim 1995); NEPTUNO 1 (Luna et al, 1998), FITSSQ (Fitness and Sport Service Quality) (Papadimitriou and Karteroliotis,2000); inventario de Calidad en Programas de ActividadFísica (I.C.P.A.F.…”

Section: Study Literaturementioning

confidence: 99%

Evaluation of Quality Management in Sports Club in Dubai

Alanasari¹,

Sallaoui²,

Souissi³

2018

IRMBR

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The quality management of the sports clubs is a decisive factor for the development of the organizations, therefore, it is essential to know their dimensions of being able to analyse it, knowing their parts and improving the efficiency and accuracy of the service. The aim is to carry out a diagnosis of the level of implementation of quality in the Sports Clubs of Dubai, UAE. The study questionnaire inspired by the European Foundation for Quality Management is divided into three parts, of which, each consists of a total of 26 items. This evaluation tool was tested in majority sports clubs in

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“…The questions of what and how to measure in terms of quality were pervasive across the sport quality management literature (Tsitskari et al, 2006). Studies found on the topic of evaluating quality in a sporting context focused on fitness clubs (Alexandris et al, 2001, Chang and Chelladurai, 2003, Bodet, 2006, Moxham and Wiseman, 2009), surfing events (de Knop et al, 2004), basketball games (Kelley and Turley, 2001) and public sports halls and swimming pools (Taylor and Godfrey, 2003).…”

Section: Qualitymentioning

confidence: 99%

“…Heim and Ketzenberg (2011), Moxham and Wiseman (2009) and Tsitskari et al (2006) can be said to be making reference to both OM focused and sport focused journals. Most articles that appeared in journals that were classified as sport focused did not contain any references to the OM journals used in the systematic literature review, and similarly most articles that appeared in the OM journals made no reference to sport journals.…”

Section: Key Themes From the Literature Reviewmentioning

confidence: 99%

Should we try out for the major leagues? A call for research in sport operations management

Kauppi

Moxham

Bamford

2013

International Journal of Operations &Amp; Production Management

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Purpose – Research related to operations management (OM) in the sport industry is underdeveloped, despite sport being a continued context of study in other management disciplines. Most studies on the topic are conducted largely in isolation and not linked to the wider OM theory base. This paper aims to provide a comprehensive understanding of the few studies conducted and develop a detailed research agenda to encourage future research in this interesting, important and topical context. Design/methodology/approach – This paper uses a comprehensive systematic literature review methodology to synthesize the research on sport OM to date. Gaps within the literature are identified and avenues for future research to drive improved performance in multiple aspects of sport OM are suggested. Findings – Examination of the literature shows sports OM to be underdeveloped, with little cumulative learning between existing studies and weak linkages between sport and OM research. To develop the topic further there is a clear requirement for more theory-based research as well as more rigorous empirical testing. The sport industry has special characteristics that differentiate it from the overall service industry and call for targeted research. Practical implications – Sport today is a major business. The industry also contributes to individual health and well-being. This paper suggests several research directions designed to improve off-field performance in sport operations. Originality/value – This paper is the first to identify and synthesize the separate studies that have been conducted on OM in sport to date in order to provide a multifaceted research agenda aimed at developing both theoretical and managerial contributions within this important yet under researched area.

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Measuring service quality in sport services

Cited by 82 publications

References 25 publications

La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perception of service quality in sport services: differences according to sport facility, gender, age and user type in nautical services).

La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perception of service quality in sport services: differences according to sport facility, gender, age and user type in nautical services).

Evaluation of Quality Management in Sports Club in Dubai

Should we try out for the major leagues? A call for research in sport operations management

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