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Article
Publication date: 1 June 2003

Leigh Robinson

Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer…

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4160

Abstract

Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer expectations, growing competition and government legislation. This paper presents the findings of a survey carried out in the UK, investigating the role of quality schemes in public leisure services. The study shows that a significant proportion of public leisure service providers are using quality schemes to manage the quality of their facilities. In addition, the findings show that managers are using quality schemes to improve customer satisfaction and improve management effectiveness. Finally, the study provides evidence of the positive effect of quality schemes upon service delivery aspects of these facilities, but little evidence of the financial advantages of such schemes.

Details

Managing Service Quality: An International Journal, vol. 13 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 24 October 2018

Lobone Lloyd Kasale, Mathieu Winand and Leigh Robinson

Organisational performance of sport organisations has been studied over the last three decades. However, little attention was paid towards performance management (PM…

Abstract

Purpose

Organisational performance of sport organisations has been studied over the last three decades. However, little attention was paid towards performance management (PM) compared to performance measurement. The purpose of this paper is to close this research gap by establishing a holistic perspective for PM of National Sports Organisations (NSOs) that accounts for their uniqueness, the interdependence of their operating systems and their relationship with their environments. Furthermore, this paper presents a holistic model of PM for NSOs.

Design/methodology/approach

The model was developed from a literature review process and uses the macro, meso and micro framework to describe external and internal environmental influences that affect the PM of NSOs.

Findings

The NSO’s ability to respond to the dynamics of their external environment by implementing organisational processes that account for the resources available and their structural designs influences their PM. Furthermore, the ability of the individuals within NSO to create enabling environments for PM influences organisational efficiency and effectiveness.

Research limitations/implications

This paper contributes to sport management literature on the PM of NSOs, and informs sport managers on ways to improve organisational performance by implementing holistic approaches to PM.

Originality/value

This is the first study that takes a holistic approach to PM of NSO and depicts the specific elements that play a crucial role in managing NSO’s multi-dimensional performance.

Details

Sport, Business and Management: An International Journal, vol. 8 no. 5
Type: Research Article
ISSN: 2042-678X

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Article
Publication date: 21 September 2018

Mikhail Batuev and Leigh Robinson

The purpose of this paper is to investigate the processes that influence the evolution of a modern sport. It focusses on the case of international skateboarding: the sport…

Abstract

Purpose

The purpose of this paper is to investigate the processes that influence the evolution of a modern sport. It focusses on the case of international skateboarding: the sport that was recently included into the Olympic Games.

Design/methodology/approach

An inductive research strategy was informed by the notions of evolution of modern sport, prolympism and new institutionalism. The primary data were collected through a series of interviews and supplemented by the analysis of documents, press and social media.

Findings

The paper analysed how the organisation of international skateboarding has changed to date and identified three major determinants of its evolution: values of the activity, commercial interests and the Olympic movement. The following recurring discussion themes emerged: the link between commercialism and legitimisation of sport; bureaucratisation under the Olympic movement; and tensions between prolympism and values of skateboarding.

Research limitations/implications

A limitation of the case study method is that any conclusions refer to this particular sport and their applicability to other sports lies within analytical generalisation. Still sport governing bodies and policy makers can learn from the evolution of international skateboarding and analyse potential issues and consequences for other emerging sports. In terms of theoretical implications, the study highlights legitimisation as one the key characteristics of evolution of modern sport, which should be considered along with previously established criteria, such as bureaucratisation, commercialisation and professionalisation.

Originality/value

The study extends the existing research on evolution of modern sports by examining a very rich contemporary case of skateboarding, the internationally growing sport with unique organisational arrangements. It contributes to knowledge of the evolution towards legitimisation of emerging sports, but also towards sportification of popular culture and society.

Details

Sport, Business and Management: An International Journal, vol. 8 no. 5
Type: Research Article
ISSN: 2042-678X

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Article
Publication date: 6 August 2019

Ching-Hung Chang, Leigh Robinson, Shih-Tung Shu and Shang-Chun Ma

Customers’ innovativeness regarding services and products affects their purchase behavior. The purpose of this paper is to examine the moderation effect of fitness…

Abstract

Purpose

Customers’ innovativeness regarding services and products affects their purchase behavior. The purpose of this paper is to examine the moderation effect of fitness innovativeness (FI) (domain-specific innovativeness) and duration of stay on fitness customers’ revisit frequency.

Design/methodology/approach

This is a quantitative study. The purposive sampling survey method was used to obtain samples from the Taipei Nangang Fitness Center. Data were analyzed by moderated regression analysis.

Findings

The empirical results from 192 valid questionnaires that were obtained for data analysis revealed that FI has a positive impact on revisit frequency, and this impact is further increased if an individual is inclined to exercise and to stay longer at the fitness center.

Originality/value

A matrix of fitness innovator segments was developed to illustrate the research and managerial implications.

Details

International Journal of Sports Marketing and Sponsorship, vol. 20 no. 4
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 11 October 2011

Leigh Robinson and Brian Minikin

The purpose of this paper is to set out research that aimed to understand how the internal capabilities of Olympic sport organisations can be addressed.

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2119

Abstract

Purpose

The purpose of this paper is to set out research that aimed to understand how the internal capabilities of Olympic sport organisations can be addressed.

Design/methodology/approach

The research was carried out by a mixed‐method, multi phase approach, using senior sport administrators in the Pacific region.

Findings

The research developed a tool for analysing the “readiness” of sport organisations to deliver programmes and services.

Research limitations/implications

This research has developed a framework for the internal diagnosis of organisations.

Practical implications

Managers can use the tool to inform their strategic planning.

Originality/value

The paper presents a new and unique tool for assessing organisational capacity.

Details

Sport, Business and Management: An International Journal, vol. 1 no. 3
Type: Research Article
ISSN: 2042-678X

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Article
Publication date: 10 July 2009

Nicholas D. Theodorakis, Athanasios Koustelios, Leigh Robinson and Achilleas Barlas

This study seeks to examine the moderating role of team identification regarding the relationship between service quality and repurchase intentions among spectators of…

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4494

Abstract

Purpose

This study seeks to examine the moderating role of team identification regarding the relationship between service quality and repurchase intentions among spectators of professional sports.

Design/methodology/approach

Quantitative data are collected from a questionnaire survey of 257 spectators attending a professional soccer game in Greece. Multiple regression analyses are used to assess the relationships among the constructs of service quality, repurchase intentions, and team identification.

Findings

Team identification is shown to moderate the relationship between service quality and repurchase intentions among spectators at this professional sports event. Both overall service quality and two specific service‐quality dimensions (“responsiveness” and “reliability”) are found to be positively associated with repurchase intentions only among respondents with low and medium team identification. No relationship is found between service quality and repurchase intentions among those with high team identification.

Practical implications

Managers of professional sports events who wish to increase attendances by improvements in service quality should first segment their customers according to degree of team affiliation. They should then design their service offerings specifically to meet the service‐quality expectations of sports fans with medium or low team identification.

Originality/value

The study provides valuable empirical evidence of the moderating role of team identification with regard to the relationship between service quality and repurchase intentions among consumers of professional sports events.

Details

Managing Service Quality: An International Journal, vol. 19 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 6 February 2009

Nikolai Böhlke and Leigh Robinson

This paper aims to evaluate the applicability of the concept of benchmarking as a research tool for furthering understanding of the management of élite sport systems.

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4576

Abstract

Purpose

This paper aims to evaluate the applicability of the concept of benchmarking as a research tool for furthering understanding of the management of élite sport systems.

Design/methodology/approach

The research used semi‐structured interviews and documentary analysis to investigate the élite sport services offered by two successful Scandinavian sports.

Findings

It was found that a number of the services that led to the success of the two investigated systems are strongly context dependent. This suggests that benchmarking is only appropriate as a tool to further understanding of élite sport systems if it is approached as a way of learning, rather than copying.

Research limitations/implications

The research does not consider all élite sport system services.

Practical implications

The research suggests that managers should be careful about tranferring practices directly from other élite sport systems.

Originality/value

This is the first research study to apply benchmarking to the élite sport system context.

Details

Management Decision, vol. 47 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

Abstract

Details

Sport, Business and Management: An International Journal, vol. 8 no. 5
Type: Research Article
ISSN: 2042-678X

Abstract

Details

Sport, Business and Management: An International Journal, vol. 1 no. 3
Type: Research Article
ISSN: 2042-678X

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Article
Publication date: 6 February 2009

Andy Adcroft and Jon Teckman

The purpose of this paper is to introduce this special issue of Management Decision and discuss the key question “Should sport be taken seriously?”.

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3808

Abstract

Purpose

The purpose of this paper is to introduce this special issue of Management Decision and discuss the key question “Should sport be taken seriously?”.

Design/methodology/approach

The themes of the special issue are discussed and each paper is introduced.

Findings

Sport should be taken seriously because it has a significance beyond the field of play. It has become a commodified activity which creates and consumes wealth and can be used as a context for management research.

Originality/value

Rarely before has sport been taken seriously in a management research context. This guest editorial and the special issue that follows it begin that debate.

Details

Management Decision, vol. 47 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

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