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

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2010
Author
Cristóbal Fransi, Eduard
Gómez Adillón, Ma. Jesús
Thorsson Johansson, Ann
Daries Ramón, Natalia
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Universitat de Lleida. Departament d'Administració d'Empreses i Gestió Econòmica dels Recursos Naturals
Suggested citation
Cristóbal Fransi, Eduard; Gómez Adillón, Ma. Jesús; Thorsson Johansson, Ann; Daries Ramón, Natalia; . (2010) . Measuring service quality in sport management: an application of the SERVQUAL scale. New trends in accounting and management, 2010, núm. 3, p. 1-26. http://hdl.handle.net/10459.1/1864.
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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.
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http://hdl.handle.net/10459.1/1864
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New trends in accounting and management, 2010, núm. 3, p. 1-26
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