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Targets and Standards of Quality in Sport Services


  • Chelladurai, Packianathan
  • Chang, Kyungro


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.

Suggested Citation

  • Chelladurai, Packianathan & Chang, Kyungro, 2000. "Targets and Standards of Quality in Sport Services," Sport Management Review, Elsevier, vol. 3(1), pages 1-22, May.
  • Handle: RePEc:eee:spomar:v:3:y:2000:i:1:p:1-22

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    Cited by:

    1. De Bosscher, Veerle & De Knop, Paul & van Bottenburg, Maarten & Shibli, Simon & Bingham, Jerry, 2009. "Explaining international sporting success: An international comparison of elite sport systems and policies in six countries," Sport Management Review, Elsevier, vol. 12(3), pages 113-136, August.
    2. Funk, Daniel C., 2017. "Introducing a Sport Experience Design (SX) framework for sport consumer behaviour research," Sport Management Review, Elsevier, vol. 20(2), pages 145-158.
    3. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
    4. Greenwell, T. Christopher & Fink, Janet S. & Pastore, Donna L., 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Elsevier, vol. 5(2), pages 129-148, November.
    5. Azam Haghkhah Author_Email: & Mehdi Nosratpour & Alireza Ebrahimpour & Professor Abu Bakar Abd Hamid, 2011. "The Impact Of Service Quality On Tourism Industry," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-325, Conference Master Resources.
    6. Yu-Shan Lin, 2017. "Causal complexity for passengers’ intentions to re-ride," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(5), pages 1925-1937, September.
    7. Clemes, Michael D. & Brush, Gregory J. & Collins, Mark J., 2011. "Analysing the professional sport experience: A hierarchical approach," Sport Management Review, Elsevier, vol. 14(4), pages 370-388.
    8. Truyens, Jasper & De Bosscher, Veerle & Sotiriadou, Popi & Heyndels, Bruno & Westerbeek, Hans, 2016. "A method to evaluate countries’ organisational capacity: A four country comparison in athletics," Sport Management Review, Elsevier, vol. 19(3), pages 279-292.
    9. Kim, Min Kil & Zhang, James J. & Ko, Yong Jae, 2009. "Dimensions of Market Demand Associated with Taekwondo Schools in North America: Development of a Scale," Sport Management Review, Elsevier, vol. 12(3), pages 149-166, August.
    10. Shilbury, David, 2011. "A bibliometric analysis of four sport management journals," Sport Management Review, Elsevier, vol. 14(4), pages 434-452.
    11. De Knop, Paul & Hoecke, Jo Van & De Bosscher, Veerle, 2004. "Quality Management in Sports Clubs," Sport Management Review, Elsevier, vol. 7(1), pages 57-77, May.
    12. Jana Nová, 2013. "Current Concepts of the Quality in Sport and their Utilization in the Czech Republic," Ekonomika a Management, Prague University of Economics and Business, vol. 2013(4).

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