Structural model of factors affecting the development of customer service in the sports industry of Iran

Document Type : Research Paper

Authors

1 Ph.D. Student in Sports Management, Department of Sport Sciences, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran.

2 Assistant Professor of Sport Management, Department of Sport Sciences, Isfahan (Khorasgan) Branch, Islamic Azad University, Isfahan, Iran.

3 Assistant Professor of Sports Management, Department of Sport Sciences, Mobarakeh Branch, Islamic Azad University, Mobarakeh, Iran.

Abstract

The present research was designed and implemented with the aim of structural model of factors affecting the development of service to Nesl Z customers in Iran's sports industry.The current research is one of the mixed researches that was conducted in the form of qualitative and quantitative methods and according to its application in organizational environments, it is among applied researches.The fuzzy Delphi method was used in the qualitative part and the interpretive structural modeling method was used in the quantitative part. The method of data collection in the present research was field-based. The statistical population of the present study included experts who are knowledgeable about the subject of the research. In order to identify these samples, the purposeful sampling method was used. Finally, 15 people were identified as the research sample. In other words, according to the nature of the quantitative research method (interpretive structural modeling) that requires experts and people knowledgeable about the research topic; therefore, the statistical population of the research was the same in the qualitative and quantitative part. The tool for collecting the current research in the qualitative part is a semi-structured interview. In the quantitative analysis part of the research, the ISM and Mic Mak methods were used. The results of the research showed that the factors affecting the development of service to new generation customers in Iran's sports industry include the competitive environment, diversity of interests, the position of sports, favorable attitudes, environmental scanning, technical systems, database, excellence of the sports industry, related aspects.

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References

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History

  • Receive Date: 06 May 2023
  • Revise Date: 23 December 2024
  • Accept Date: 29 December 2024

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