Percepción del empleado y del cliente en servicios públicos deportivos
- José Antonio Martínez
- Laura Martínez
ISSN: 1577-0354
Year of publication: 2009
Volume: 9
Issue: 34
Type: Article
More publications in: Revista Internacional de Medicina y Ciencias de la Actividad Física y del Deporte
Abstract
We propose a model for measuring the employee attitudes of public sports services, with the aim to establish a relationship between their perceptions of job conditions and the consumer attitudes toward the service provider. The model must be applied to customer-contact employees, because the performance of this type of employees is directly linked with the customer evaluations of the service. In the development of our proposal, we use a formative approach to measurement. In addition, the method for mapping both employee and customer perceptions is based on their probability distributions. Therefore, we offer a methodology of analysis that can serve as a guide to human resource management. The contribution of our study is valuable, because this field of research has been an under-researched area in the academic sports service literature.