Duncan Murray

Reducing measurement overload: Rationalizing performance measures for public aquatic centres in Australia

The increasing pressure for organizations to monitor outputs and operations using performance measures raises two important issues. First, are there specific performance measures that are significant contributors to the key measures? Second, and as a corollary of the first, is it possible to reduce the number of performance measures and minimize the potential for organizations becoming overwhelmed by data of limited cost-effectiveness? With these issues in mind, this paper examines a number of performance measures currently used widely in Australian public aquatic centres. Employing hierarchical multiple regression analysis, results indicate that a small number of measures appear to be closely related to two key performance measures for visitation and financial success.

The 'enrichment hypothesis' as an explanation of women's participation in rugby.

Abstract The widely acknowledged reduction in participation in sport by women presents a major challenge to sports administrators. Especially challenged are sports that are non‐traditional for women, typified by ‘masculine’ characteristics of physical power and body contact, such as rugby. The purpose of this paper is to seek an explanation for why some women do decide to participate in such non‐traditional sports. Specifically, it examines women who participate in rugby, focusing on the applicability of the ‘enrichment hypothesis’ (Auster, 2001) as a method of explaining their participation. The enrichment hypothesis proposes that non‐traditional leisure choices require exposure to a social environment that provides both an awareness of and support for such choices (Auster, 2001). Interviews with 40 female rugby union players from South Australia were conducted, employing a semi‐structured interview technique, to examine the motivations for why they initially participated in rugby and what kept them participating. The findings from these interviews lend support to the enrichment hypothesis, suggesting participants were involved because they knew other players, had a family that were supportive and involved in the sport, and that the social element of the participation was a key ongoing motivator. The implications for sports administrators keen to maximise womens participation in non‐traditional leisure and sports fields are discussed.

The role of critical incidents to complement service quality information for a sports and leisure centre

This study of sports and leisure centre customers (N = 218) provides an exploratory examination of the role that information on critical incidents affecting customers may have in enhancing the diagnostic richness of service quality research. The critical incident data complemented quantitative service quality data by highlighting attributes of service quality that are, from the customers’ viewpoint, major strengths or weaknesses. By directly linking critical incidents to service quality attributes the study indicates that certain aspects of the service, such as friendly staff, are likely to have an important effect in delighting customers. However, improving other aspects such as the quality of officials (umpires) has the potential to lessen dissatisfaction rather than delighting customers.

Sports service quality for event venues: evidence from Malaysia.

Purpose – The purpose of this paper is to empirically test the proposed measure of sports service quality (SSQ) and examine the relationships between emotional experience (EE) and user satisfaction (US) for sports competitions/training venues (i.e. for the sport of badminton). Design/methodology/approach – Focus group discussions and related literature review were used to generate items for the SSQ. Structured questionnaires captured the perceptions of 240 users of sports venues in Malaysia. The relationships between SSQ, EE and US were assessed via structural equation modelling (SEM). Findings – Results show that the SSQ has five dimensions (peripheral, reliability, responsiveness, core and value). Core, peripheral and value have positive effects on users’ EE whereas peripheral, reliability, responsiveness and core have positive effects on US. The SEM analysis suggests that EE mediates the relationship between SSQ and US. Research limitations/implications – The SSQ scale is developed using data from the ...

How toxic leaders are perceived: gender and information-processing

Purpose – The purpose of this paper is to study gender-based differences in information-processing impact on message perception, leading to women viewing the behavior of potentially toxic leaders more negatively than they are viewed by men. Design/methodology/approach – In total, 381 participants completed a series of measures of cue recognition items, collusion and conformity pertaining to a hypothetical toxic leadership scenario. Findings – Results indicated that women perceived the toxic leader more negatively than men, elaborating more on negative message connotations, while men emphasized positives. Likewise, men recorded higher scores on their tendency to collude with the toxic leader compared to women. Evidence was also found that participants were more attuned to negative messages and behavior from a leader of the same gender. Research limitations/implications – The Anglo-Celtic dominance of the sample is identified as a potential limitation. Further research exploring how not only gender, but age...

How perceptions of physique can influence customer satisfaction in health and fitness centres

Numerous studies have established the link between service quality, satisfaction and loyalty in recreation and fitness settings. However, few studies in the recreation and fitness area have considered the role that ones appearance may play in influencing this relationship. This study of 294 customers of mixed-sex group fitness classes employed structural equation modelling to find general support for the following service quality model adapted from health-care services and health and fitness centres: process service quality → outcome service quality → satisfaction → loyalty. However, of particular interest was that the level of comfort a customer has in their physique significantly and negatively impacted the relationship between staff-oriented service quality and the attainment of outcomes such as improved health, mood, energy and fitness.

Negotiating the normative: the other normal for mothers of disabled children

ABSTRACT This study explores how mothers who care for a disabled child negotiate the social exclusion they experience. It utilizes constraint theory and explores the strategies mothers used to negotiate constraints. Whilst not all constraints were negotiated, it was apparent that mothers of a disabled child did manage to negotiate a range of constraints they faced, and that their negotiations were akin to those identified in the constraint negotiation literature. Findings from the study provide us with a greater insight into the nature of constraints faced by mothers of disabled children, and in particular the ways they negotiate these constraints. Another finding of interest was that the negotiation of constraints did provide some positive outcomes for the mother. More research that explores these positive aspects associated with caring for a disabled child is required.