Packianathan Chelladurai

Targets and standards of quality in sport services.

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.

System-Based Quality Dimensions in Fitness Services: Development of the Scale of Quality

Abstract This research, based on the systems perspective, proposed nine dimensions of quality in fitness services. A scale was developed and its factor structure was confirmed in two studies of fitness club customers. As the factor structure of the nine-dimensional scale was confirmed through confirmatory factor analyses in both studies, it was concluded that the nine proposed dimensions were independent of each other. The final scale consisted of 35 items to measure Service Climate, Management Commitment to Service Quality, Programmes from the input stage; Interpersonal Interaction, Task Interaction, Physical Environments, Other Clients, Service Failures/Recovery from the throughput stage; and Perceived Service Quality form the output stage. The internal consistency estimates for the nine dimensions were found to be adequate. The utility of the proposed scheme, and its applicability to other contexts is discussed.

A Mentoring Model for Management in Sport and Physical Education

Several authors (Dreher & Ash, 1990; Fagenson, 1989, 1992; Hunt & Michael, 1983; Kram, 1985; Newby & Heide, 1992; Scandura, 1992) have emphasized the importance of mentoring in facilitating oncs progress through a career in management. This paper presents a mentoring model that combines the various factors impinging on mentoring and the associated outcomes in a compre hensive framework. In the model, a set of antecedent mentor and protege characteristics, including demogaphics and traits. lead to certain mentoring functions, which subsequently result in specified outcomes. The stages of a mentoring relationship—initiation, cultivation, and redefinition—are explained. Mentoring functions. relate both lo career mobility and personal achievement and growth. Mentoring benefits al1 parties—protege, mentor, and organization. The model also includes intervening variables that modify the relationships among antecedents. mentoring stages and functions, and outcome variable. The paper outlines implications of and ...

Development and validation of the volunteer motivations scale for international sporting events (VMS-ISE).

The major aim of the study was to develop and validate the volunteer motivations scale for international sporting events (VMS-ISE). A growing body of literature suggested that volunteer motivations vary with the nature of the volunteer activity and context. Although numerous studies have identified various volunteer motivational factors on human services in general, little study has attempted to conduct a volunteer study at mega international sporting events. In the study, using the 2002 FIFA World Cup volunteer sample, exploratory factor and confirmatory factor analyses revealed a six-factor solution: expression of values, patriotism, interpersonal contacts, personal growth, career orientation, and extrinsic rewards. The six factor model was confirmed with confirmatory factor analysis in a different data set from the 2002 Asian Games volunteers. The goodness-of-fit indices demonstrated the robustness of the VMS-ISE and its usefulness for assessing volunteer motivations at mega international sporting events. The results also indicated that marital status had a significant effect on all volunteer motivational dimensions.

Teaching and Coaching: Group and Task Differences

The purpose of this paper is to highlight the group and task differences between teaching and coaching. We propose some of these differences may favor coaching, making it more amenable to exercise influence by the leader (coach) and, therefore, more motivational than teaching. The congruence between group and task factors on the one hand, and the individual difference variables, would be a strong determinant of a preference for teaching or coaching. In addition, organizational and environmental elements are said to influence the enacted role. We conclude the conceptual exercise by proposing a model to synthesize the antecedents of role preference, the influence of organizational and environmental elements, enacted role, role congruence, and resultant job satisfaction among teacher-coaches.

Cohesiveness as a Factor in Sport Performance

The factors influencing the effects that cohesiveness has upon performance success in athletic situations were examined. Two principal issues were discussed: the nature of the sport task (i.e., inherent differences among various sports in terms of task demands influence the type of coordinative activity required of group mem bers and this, in turn, is related to cohesiveness); and, the construct of cohesiveness itself with specific reference to those factors which contribute to improved coor dinative activity. It was proposed that only in those sports which are comprised of tasks characterized by interactive dependence (where maximum coordination can only be obtained through mutual adjustment by individual team members) that cohesiveness is related to team success. It was also proposed that cohesiveness, as a multidimensional construct, is comprised of three general categories of forces: normative, task and social. The normative forces (which arise as a result of tra ditional, cultural and practical considerations) prevent group dissolution and/or maintain individual participation within the team. Since these normative forces are constant across teams, they are unrelated to performance effectiveness. Task forces (resulting from task and self needs) lead to the development of coalitions while the social forces (arising from affiliative needs) are manifested in clique formation. The enhanced coordination contributing to performance success is a result of coalitions formed on the basis of maximum resources.

The Reactive Agility Test

A new agility task incorporating the variations in the stimulus field and the instrumentation for measurement of performance is described. Reliability coefficients are very high (.838 to .973) The stimulus variations that emanate from the spatial and temporal uncertainties progressively increase the level of task difficulty. The described apparatus provides for adjustments in the amplitude of the task and in the control of spatial and temporal uncertainties to suit the requirements of a specific investigation.

Relationship between Organizational Support and Performance of College Coaches: A Mediational Model

Abstract Two hundred and sixty-seven NCAA Division I coaches participated in the investigation of the mediator effects of affective commitment (AC) on the relationship between college coaches’ perceived organizational support (POS) and athletic performance. Social exchange theory predicts that the relationship between POS and performance should be mediated by AC. Confirmatory factor analysis showed acceptable model fit measures. Both scales presented good internal consistency and construct validity. Using structural equation modeling, three models were compared. A fully mediated model was chosen to explain the indirect effects of POS on athletic performance through AC. The path coefficients from POS to AC and from AC to athletic performance were both significant. The indirect effect was also significant. Implications of these results for theory and practice are discussed.

Model of service quality in event sport tourism: development of a scale

The primary purposes of this study were to develop a scale and test a model of service quality in sport tourism. The model was tested using data collected from spectators travelling to a major league All-Star sporting event in the USA. The data from the 215 usable cases were analysed using structural equation modelling. Confirmatory factor analysis indicated that the CFA measurement model and structural model were an acceptable fit. The findings from this study point to support for a multi-dimensional model of service quality in sport tourism. The most important dimension was found to be the quality of the contest itself. The results suggested that there is an overall perception of sport tourism quality (ST Quality) which significantly contributes to a tourists perceptions of satisfaction. Moreover, Satisfaction was found to significantly contribute to a tourists decision to return to a sporting event and/or to a particular destination.

MOTIVATION FOR PARTICIPATION, SUCCESS IN PERFORMANCE AND THEIR RELATIONSHIP TO INDIVIDUAL AND GROUP SATISFACTION

The present study examined the interactive effects of participation motivation (task, self, and interaction) expressed in early season and successful performance (n = 183) experienced throughout the collegiate hockey season upon satisfaction expressed post-season with individual and team performance. The experimental design consisted of a 2 × 2 factorial comprising two levels of motivation (high vs low) and two levels of success (successful vs unsuccessful). The results indicated that success, motivations, and the various interactions had no effect upon satisfaction with individual performance. Both success and high task-motive resulted in heightened levels of satisfaction in regard to team performance.