Universitat de Lleida

Measuring service quality in sport management: an application of the SERVQUAL scale



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Title: Measuring service quality in sport management: an application of the SERVQUAL scale
Author: Cristóbal Fransi, Eduard ; Gómez Adillón, Ma. Jesús; Thorsson Johansson, Ann; Daries Ramón, Natalia
Other authors: Universitat de Lleida. Departament d'Administració d'Empreses i Gestió Econòmica dels Recursos Naturals
Subject: Service Quality; Sports Marketing; SERVQUAL scale; DELPHI method; Control de qualitat; Empreses -- Direcció i administració; Màrqueting
Issue date: 2010
Publisher: Edicions de la Universitat de Lleida
Is part of: New trends in accounting and management, 2010, núm. 3, p. 1-26
Abstract: The aim of this study is to provide an instrument for measuring service quality in sports enterprises from the point of view of the customers. For this purpose we intend to elaborate an enquiry starting out from a more general scale called SERVIQUAL. We have limited our research project to sports enterprises where the customer participates actively, i.e., we have excluded sports clubs and other organizations which offer sport as entertainment. Our choice is mainly due to the fact that few studies have been carried out in this area and that sports has been earning an increasing amount of adepts during the last decades in Spain. The DELPHI method has been applied with the collaboration of a panel of experts in order to evaluate the viability and adequacy of the modified SERVQUAL scale.
URI: http://hdl.handle.net/10459.1/1864
ISSN: 2013-4916
Legal deposit: L-427-2009
Is version of: Reproducció del document publicat a: http://www.aegern.udl.cat/export/sites/Aegern/docs/papers/WP3_2010_vweb.pdf
Rights: (c) Edicions de la Universitat de Lleida, 2010; (c) AEGERN, 2010
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