Sharp, clear and relevant this book meets the needs of those studying and researching within the growing discipline of sport management.
The intelligently cross-referenced entries provide a concise overview of the key concepts in the field guiding you through the important debates, sources and research methods in the management and delivery of sport.
The book introduces readers to the concepts at the centre of their studies; it suggests relevant further reading and thoughts for future research and applies academic theory to business and organizational problems in a real-world context.
Written for students, academics and practitioners the entries are designed to meet study needs and include: Clear Definitions; Comprehensive Examples; Practical Applications; Effective Research Methods
[Page 126]The concept of quality has received much attention from researchers focused on service organizations both within and outside of the sport industry and can primarily be found in a body of literature known as ‘operations management’ and ‘sport operations management’. The concept has also been examined in relation to ‘customer satisfaction’, and anyone doing research on one of or both of these subjects should be careful to differentiate between the two. Meanwhile researchers have debated how to define quality, and a variety of perspectives exist, such as those suggested by Garvin (1984):
- the transcendent approach;
- the manufacturing-based approach;
- the user-based ...