Publikace na Fakulta tělesné výchovy a sportu |
2013
Abstrakt
This article represents conceptualizations of several methods designed for evaluating service quality in sport with reference to literature which was used as a source. The attention was exclusively focused on methods where customers on the basis of their own subjective opinion evaluate the service quality.
The subject of evaluation was to define theoretical concepts of services whose quality is measured; also called the behavioral domain. The methods SERVQUAL and Brady's model including a specific proposal for conceptualization of this method for fitness area were introduced in detail, including graphic illustration of conceptualization.