Resumo

PEREZ-LOPEZ, Rocío; MORALES-SANCHEZ, Verónica; ANGUERA, M. Teresa  e  HERNANDEZ-MENDO, Antonio. Tridimensional model of quality in sport organizatons: emotional quality in children users. CPD [online]. 2016, vol.16, n.1, pp.143-150. ISSN 1989-5879.

The main aim in this paper is the quality assessment in sport organizations, and is focused in the analysis of emotional quality of children´s sport services. It´s necessary to analyze the relevant criteria for youngest users and to contrast with the corresponding criteria from parents, workers and responsibles from facilities sport, in order to improve the total quality management in children´s sport services. There are 74 participants, chosen from an intentional sampling; 47 participants answered individual interview, and 27 participated in focused groups. This study has done from mixed methods, with an embebbed design, that implies individual interviews and focused groups fron qualitative approach, and compared proportions in some categories from quantitative approach. The content analysis has done with Atlas ti v. 7.1.8 software, and compared proportions through binomial test and Statgraphics software. The results show us that the facets related with emotional or relational quality dimension, and also authentic comprehension, initiative and empathy, are relevant to have a positive quality of services, together the tangible aspects. There are some differences between optimal and non optimal services. As a conclusion, a good interaction between workers and users is very important for the quality of sport services, and also the good appearance, preservation, image and cleaning of tangible elements, moreover a good hygiene and idoneous clothes from workers.

Palavras-chave : Total quality; emotional quality of service; sport management; children users.

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