DocumentCode :
3272177
Title :
Leisure sport services quality
Author :
Szabó, Ágnes
Author_Institution :
Corvinus Univ. Budapest, Budapest, Hungary
fYear :
2010
fDate :
28-30 June 2010
Firstpage :
1
Lastpage :
6
Abstract :
As a result of growing competition and increased customer expectations, the quality of leisure sport service has been identified as one of the most important topics in the field of service management. Providing high quality service is not only the most important factor for customer satisfaction and loyalty (e.g. Berry et al., 1994), but it could determine the competitiveness of a service provider (Lengnick and Hall, 1996). Service quality in general has attracted significant research attention in recent years, but that is not true in case of the leisure sport industry. The measurement of service quality in this field is still in a formative stage. My purpose in this paper is to present a complete literature review on the quality of services related to leisure sports. I also intend to give answers to the following research questions: What are the main distinguishing characteristics of a leisure sport service provider, not only with respect to service quality but also in general. What are the important dimensions of service quality for the leisure sport services? I am also interested in the "Hungarian aspects" of leisure sport services. I present herein the results of my quantitative research among customers (university students) and the main results of in-depth interviews with owners or managers of Hungarian leisure sport service providers.
Keywords :
customer satisfaction; customer services; leisure industry; quality management; sport; Hungarian aspects; customer expectations; customer loyalty; customer satisfaction; leisure sport services; service management; service quality; Business; Clothing; Customer satisfaction; Economic indicators; Employment; Investments; Production; Quality management; Quality of service; Sports equipment; leisure sport service; service quality;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2010 7th International Conference on
Conference_Location :
Tokyo
Print_ISBN :
978-1-4244-6485-2
Type :
conf
DOI :
10.1109/ICSSSM.2010.5530129
Filename :
5530129
Link To Document :
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