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Advisor(s)
Abstract(s)
Research question: While quality management literature has addressed products and services separately, the founders of total quality presented this management philosophy as universally oriented. The purpose of this study is to empirically test the Deming management model (DMM).
Research methods: We tested the proposed research model using structural equation modeling, based on data collected from golf courses and ski resorts, in three different countries.
Results and findings: The results support the application of the model to services, in general, and sports tourism, in particular.
Implications: Our conclusions reinforce the recognition of the method's effectiveness and identify the cause–effect patterns, within its basic scope, highlighting the importance of leadership in the success of a quality improvement program. Lastly, a discrepancy of this study is the incapability to support the relationship between continuous improvement and customer satisfaction. Nevertheless, the results should be interpreted while considering the presented limitations.
Description
Keywords
Quality Structural equation modeling Deming Ski Golf Sports Tourism
Citation
Rodrigues, Pedro Miguel Monteiro; Valdunciel, Laura; Miguel-Dávila, José Ángel (2014). Quality management in sports tourism. European Sport Management Quarterly. ISSN 1618-4742. 14:4, p. 345-374
Publisher
Routledge