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To access the full text documents, please follow this link: http://hdl.handle.net/10459.1/1864

dc.contributor	Universitat de Lleida. Departament d'Administració d'Empreses i Gestió Econòmica dels Recursos Naturals
dc.contributor.author	Cristóbal Fransi, Eduard
dc.contributor.author	Gómez Adillón, Ma. Jesús
dc.contributor.author	Thorsson Johansson, Ann
dc.contributor.author	Daries Ramón, Natalia
dc.date	2010-05-26T08:17:20Z
dc.date	2010-05-26T08:17:20Z
dc.date	2010
dc.date.accessioned	2012-09-26T11:55:07Z
dc.date.available	2012-09-26T11:55:07Z
dc.date.issued	2012-09-26T11:55:07Z
dc.identifier.citation	2013-4916
dc.identifier.uri	http://hdl.handle.net/10459.1/1864
dc.language.iso	eng
dc.publisher	Edicions de la Universitat de Lleida
dc.relation	Reproducció del document publicat a: http://www.aegern.udl.cat/export/sites/Aegern/docs/papers/WP3_2010_vweb.pdf
dc.relation	New trends in accounting and management, 2010, núm. 3, p. 1-26
dc.rights	cc-by-nc-nd, (c) Cristobal et al., 2010
dc.rights	open access
dc.rights	http://creativecommons.org/licenses/by-nc-nd/3.0/es/deed.ca
dc.subject	Service Quality
dc.subject	Sports Marketing
dc.subject	SERVQUAL scale
dc.subject	DELPHI method
dc.subject	Control de qualitat
dc.subject	Empreses -- Direcció i administració
dc.subject	Màrqueting
dc.title	Measuring service quality in sport management: an application of the SERVQUAL scale
dc.type	workingPaper
dc.type	publishedVersion
dc.description.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 inorder to evaluate the viability and adequacy of the modified SERVQUAL scale.

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