Provide a conflict management model for key stakeholders of sports clubs based on expectations of service quality
AboAlhassan Sameri Nadafi
1
(
PhD student in sports management, Gorgan Branch, Islamic Azad University, Gorgan, Iran
)
Mohamad Ali Nodehi
2
(
Assistant Professor of Sports Management, Gorgan Branch, Islamic Azad University, Gorgan, Iran
)
Zayalabedi,n Falah
3
(
Associate Professor of Sports Management, Gorgan Branch, Islamic Azad University, Gorgan, Iran
)
Taher Behlekeh
4
(
Assistant Professor of Sports Management, Gorgan Branch, Islamic Azad University, Gorgan, Iran
)
Keywords: Stakeholders, Conflict Management Style, Conflict Management Strategy, Service, Quality,
Abstract :
The purpose of this study is to present a conflict management model of key stakeholders of sports clubs based on expectations of service quality. This study is a kind of mixed exploratory research that is done in two parts. The first part of the research includes identifying and prioritizing the stakeholders of sports clubs with the opinion of sports experts (15 people in a targeted manner), which has been done in a combination (qualitative and quantitative). The research method used in the second part is qualitative. To conduct the interview in the second part, the statistical population of the study was the professors of sports management and managers of sports clubs, who were purposefully selected for the interview (19 and continued to the point of theoretical saturation). The validity and reliability of the research tools were confirmed. To analyze the data, continuous comparison method was used during the three stages of open, axial and selective coding. The results of the first part showed that there are 13 stakeholders of the sports club and then the ranking stakeholders and four important stakeholders (athletes, organizations contracting with the club, sports producers and distributors and coaches) were identified. Conflict management indicators and expectations of service quality were identified and the final research model was drawn. By using appropriate conflict management strategies and styles, the satisfaction of sports club customers can be achieved.
