Targets and Standards of Quality in Sport Services

TLDR

The paper proposes a framework for analyzing quality in sport services by examining targets of quality, standards of quality, and evaluators of quality. The framework begins by breaking down a service into discrete elements, identifying quality targets, and assessing them against consumer and human service components. The framework demonstrates that aligning standards with specific quality targets and recognizing the roles of clients, providers, and managers yields a holistic view of service quality and supports quality assurance and benchmarking.

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.