Targets and Standards of Quality in Sport Services

Packianathan Chelladurai and Kyungro Chang

Sport Management Review, 2000, vol. 3, issue 1, 1-22

Abstract: The paper proposes a framework for analysis of quality in sport services from the perspective of (a) targets of quality, (b) standards of quality, and (c) evaluators of quality. It is proposed that any quality evaluation of a service should begin by identifying the targets of quality evaluations (i.e., breaking down that service into smaller discrete and distinct elements), and assessing the targets in terms of consumer and human service components. In addition, the paper highlights the relevance of different standards of quality to different targets of quality, and the relative significance of the clients, the service providers, and the managers as arbiters of quality. These segmental perspectives on quality in a service operation are expected to result in a truly Gestalt view of a service enterprise. The framework would facilitate quality initiatives such as quality assurance and benchmarking.

Date: 2000
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Citations: View citations in EconPapers (17)

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