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Targets and standards of quality in sport services

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CONTRIBUTORS:
  Author Chelladurai, Packianathan (The Ohio State University Columbus)
  Author Chang, Kyungro (Sungkyunkwan University)
JOURNAL:
  Sport Management Review [SMR], 3(1), 1 - 22.
YEAR: 2000
PUB TYPE: Journal Article
SUBJECT(S): sport; administration; organization; evaluation; customer-service
DISCIPLINE: Recreation, Sports & Leisure Studies
HTTP:
LANGUAGE: English
PUB ID: 103-338-407 (Last edited on 2009/01/08 14:53:07 US/Mountain)
SPONSOR(S):
 
 REFERENCES: (Display Abstract)
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[ 1 | 0 ] Brown, T. J.; Churchill, G. A.Jr.; Peter, J. P.. (1993) Improving the measurement of service quality
     (Journal Article in Journal of retailing )
[ 1 | 0 ] Callan, R. J.. (1994) Quality assurance certification for hospitality marketing, sales and customer services
     (Journal Article in The Service Industries Journal )
[ 1 | 0 ] Camp, Robert C.. (1989) Benchmarking: The search for industry best practices that lead to superior performance  Milwaukee, Wis. and White Plains, N.Y.: Quality Press.
     (Book )
[ 1 | 0 ] Camp, Robert C.. (1995) Business process benchmarking: Finding and implementing best practices  Milwaukee, Wis.: ASQC Quality Press.
     (Book )
[ 1 | 0 ] Chang, K.; Chelladurai, P.. (1996) A model of service quality in health/fitness clubs
     (Conference Paper presented at the North American Society for Sport Management (NASSM) Conference )
[ 1 | 0 ] Chang, K.; Chelladurai, P.. (1999) Development of the Scale of Quality in Fitness Services (SQFS)
     (Working Paper/Manuscript )
[ 1 | 0 ] Chase, R. B.; Aquilano, N. J.. (1992) Productions and operations management  Hornewood, IL: Irwin.
     (Book )
[ 3 | 30 ] Chelladurai, P.. (1992) A classification of sport and physical activity services: implications for sport management
     (Journal Article in Journal of Sport Management [JSM] )
[ 3 | 0 ] Chelladurai, P. (1994) Sport Management: Defining the Field
     (Journal Article in European Journal for Sport Management (EJSM) )
[ 3 | 0 ] Chelladurai, P.; Scott, F. L.; Haywood-Farmer, J.. (1987) Dimensions of fitness services: development of a model
     (Journal Article in Journal of Sport Management [JSM] )
[ 1 | 0 ] Church, A. H.; Javitch, M.; Burke, W. W.. (1995) Enhancing professional service quality
     (Journal Article in Managing service quality )
[ 9 | 0 ] Cronin, J. J.; Taylor, S. A.. (1992) Measuring service quality: A reexamination and extension
     (Journal Article in Journal of marketing )
[ 5 | 0 ] Cronin, J. J.; Taylor, S. A.. (1994) SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
     (Journal Article in Journal of marketing )
[ 1 | 0 ] Crosby, Philip B.. (1985) Quality without tears: The art of hassle-free management  New York: New American Library.
     (Book )
[ 1 | 0 ] Crosby, P. B.. (1989) Let's talk about quality  New York: McGraw-Hill.
     (Book )
[ 1 | 0 ] Deming, W. Edwards. (1986) Out of the crisis  Cambridge, Mass.: Massachusetts Institute of Technology, Center for Advanced Engineering Study.
     (Book )
[ 2 | 0 ] Dickens, Paul. (1994) Quality and excellence in human services  Chichester and New York: Wiley.
     (Book )
[ 1 | 0 ] DiPrimio, Anthony. (1987) Quality assurance in service organizations  Radnor, Pa.: Chilton Book Co..
     (Book )
[ 1 | 0 ] Ettorre, B.. (1993) Benchmarking: The next generation
     (Journal Article in Management review )
[ 1 | 0 ] Feigenbaum, A.V.. (1991) Total quality control 3rd, rev. edition.  New York: McGraw-Hill.
     (Book )
[ 1 | 0 ] Garvin, David A.. (1988) Managing quality: The strategic and competitive edge  New York and London: Free Press.
     (Book )
[ 2 | 0 ] Goetsch, David L.; Davis, Stanley M.. (1994) Introduction to total quality: Quality, productivity, competitiveness  New York and Toronto and New York: Merrill.
     (Book )
[ 2 | 0 ] Grant, R. M.; Shani, R.; Krishnan, R.. (1994) TQM's challenge to management theory and practice
     (Journal Article in Sloan Management Review )
[ 2 | 0 ] Gronroos, C.. (1984) A service quality model and its marketing implication
     (Journal Article in European journal of marketing )
[ 2 | 0 ] Gronroos, C.. (1988) Service quality: The six criteria of good perceived service quality
     (Journal Article in Review of business )
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