Service Quality Attributes Specific to the Performance of Officials (umpires and referees) at an Australian Recreation Center
Bibliographic Data
| ID | 12855946 |
|---|---|
| Authors | Peter Sifkus (corresponding author), Gary Howat (0000-0002-2498-6551), Gary Crilley |
| Year | 2005 |
| Volume | 47 |
| Issue | 1 |
| Pages | 52-64 |
| Publication date | 2005-01-01 |
| Open Access | No |
| Type | ARTICLE |
| Venue | World Leisure & Recreation (JOURNAL) |
| Journal identifiers | ISSN: 1026-1133 • E-ISSN: 2333-4509 |
| Publisher | Taylor & Francis (PUBLISHER • GB) |
| DOI | 10.1080/04419057.2005.9674386 |
| OpenAlex | W1978130379 |
| Language | EN |
| References cited | 31 |
The performance of officials is often a cause for dissatisfaction that influences customers to discontinue their involvement with sports competitions. Recreational sports conducted by Australian public recreation centers in particular often utilize inexperienced officials who are criticized by participants. Therefore, the purpose of this study was to identify specific attributes of officials' performance and to examine their impact on participants at an Australian public recreation center. A questionnaire administered to a sample of team sport participants at the center indicated that attributes of greatest concern were those relating to the officials' consistency, ability to control games, and perceived bias. In turn, most of these attributes were strongly related to the respondents' willingness to recommend the center to others (an indicator of their own future support for the center). This exploratory study adds another dimension to the current dearth of research that deals with the performance of sport officials, and provides information relevant to the recruitment and training of officials
Business · Center (category theory · Consistency (knowledge bases · Control (management · Exploratory research · Management · Political science · Public relations · Quality (philosophy · Recreation · Sample (material · Service (business · Service quality · Sociology · Applied Psychology · Customer Service Quality and Loyalty · Psychology · Recreation, Leisure, Wilderness Management · Social Psychology · Sport and Mega-Event Impacts · Marketing
| Highly cited | No |
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