Measuring service quality in sport services

Efi Tsitskari · D. Tsiotras · George D. Tsiotras

111 citations0/0 files storedTotal Quality Management & Business Excellence

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Customer Service Quality and Loyalty Service and Product Innovation Sports and Physical Education Studies

Abstract

Conceptualization and measurement of quality in the field of sport-related services are still in a formative stage, underlining a certain degree of uncertainty or disagreement regarding the set of criteria or the conceptual model that can adequately describe them. This paper presents a literature review on the evaluation of quality of sport-related services. The results of this investigation provide some interesting findings: that the evaluation of service quality of sport and recreation organizations and installations is a multi-dimensional structure. It seems that these dimensions may vary from country to country and also among different service sectors. Given the centrality of service quality to the mission of sport and recreation centres, research toward a better understanding of the nature of service quality should be a primary concern to all organizations.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1984A Service Quality Model and its Marketing Implications 1972Principles of Marketing 1990Delivering quality service: balancing customer perceptions and expectations 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1996Services Marketing: Integrating Customer Focus Across the Firm

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