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HRM Practices, Organizational Citizenship Behaviors, and Perceived Service Quality in Golf Courses

Solha Husin, Packianathan Chelladurai, and Ghazali Musa

Three hundred and twenty five employees of 68 golf courses in Malaysia participated in this study investigating the proposed model wherein selected HRM practices (Support at Work, Training, Reward System, Supervisory Assistance, and Performance Appraisal) were seen as influencing organizational citizenship behavior (OCB) which, in turn, was associated with Perceived Service Quality. The results showed that the measurement model and the structural model fit the data very well. Further, all of the paths specified in the model except the one linking Training to OCB were significant with OCB explaining more than 50% of the variance in Perceived Service Quality. Increased support at work, Reward System, Supervisory Assistance, and Performance Appraisal resulted in higher levels of Perceived Service Quality.

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Patterns of Bureaucracy in Intercollegiate Athletic Departments

Claudio M. Rocha and Packianathan Chelladurai

The objective of the current research was to verify the extent to which Gouldner’s (1954) three patterns of bureaucracy were prevalent in intercollegiate athletic departments. Single and multiple-group confirmatory factor analysis (CFA) and structural equation modeling (SEM) of the data provided by 907 coaches from all three NCAA divisions (ndivI = 322; ndivII = 277; ndivIII = 308) showed that structural relationships among goals, processes, and patterns of bureaucracy were invariant among all three groups of coaches. Substantively, the factor of developmental goals through developmental processes (Trail & Chelladurai, 2000) predicted positively the presence of representative bureaucracy and punishment-centered bureaucracy and negatively the existence of mock bureaucracy. This means that the more athletic departments emphasize academic values, the less the coaches perceive a pattern of loose coupling between rules and actual technical activities. Implications of these results for theory and practice were discussed.

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A Classification of Facets of Athlete Satisfaction

Packianathan Chelladurai and Harold A. Riemer

Although several authors have emphasized the need to treat the athlete as the prime beneficiary of intercollegiate athletics, there has been little effort to assess athlete reactions to their experiences. This paper stresses the uniqueness of athletic teams, develops a rationale for measuring athlete satisfaction, and emphasizes that athlete satisfaction can be used as a measure of organizational effectiveness. A classification of the various facets of satisfaction in athletics is presented. A facet is classified by the following criteria: whether it (a) is task- or social-related, (b) is an outcome or a process, and (c) affects the individual or the team. The extent to which the identified facets of satisfaction are exhaustive, exclusive, and internally homogeneous is discussed.

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Development of the Athlete Satisfaction Questionnaire (ASQ)

Harold A. Riemer and Packianathan Chelladurai

The development of the l5-dimension, 56-item Athlete Satisfaction Questionnaire (ASQ) was based on Chelladurai and Riemer’s (1997) classification of facets of athlete satisfaction. Qualitative procedures included item generation, expert judgment, and independent placement of items in relevant facets. Quantitative procedures, item-to-total correlations, exploratory and confirmatory factor analyses, involving 172 undergraduate students and 614 Canadian university athletes, confirmed the construct validity of the scale. Correlations between the ASQ’s subscales and scales of commitment and negative affectivity provided evidence of criterion-related validity. Reliability estimates (Cronbach’s alpha) ranged from .78 to .95. The 15 facets of ASQ encompassed salient aspects of athletic participation, performance (both individual and team), leadership, the team, the organization, and the athlete.

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Leadership and Satisfaction in Athletics

Harold A. Riemer and Packianathan Chelladurai

This study investigated (a) the differences between the offensive and defensive personnel of football teams in preferred leadership, perceived leadership, and satisfaction with leadership, and (b) the relationships among preferred and perceived leadership, their congruence, and satisfaction with leadership. The study employed hierarchical regression procedures to test the congruence hypothesis derived from the multidimensional model of leadership. The results showed that defensive players preferred and perceived greater amounts of democratic behavior, autocratic behavior, and social support than did offensive players. Also, the congruence of preferred and perceived leadership in the dimension of social support was critical to enhancing member satisfaction. On the other hand, perceived leadership (i.e., the actual behaviors) in training and instruction as well as positive feedback were stronger determinants of satisfaction with leadership than either the preferred leadership or the congruence of preferred and perceived leadership in these dimensions.

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Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism

David J. Shonk and Packianathan Chelladurai

The article proposes a conceptual model of quality in event sport tourism wherein perceived quality of sport tourism (Sport Tourism Quality) is said to influence tourist satisfaction which, in turn, influences the tourist’s intention to return to the place of the event and/or the event itself. Sport Tourism Quality is indicated by four primary dimensions each of which is defined by two or more subdimensions. The primary dimensions are (a) access quality (composed of access to destination, sport venue, hotel), (b) accommodation quality (including the environment, interactions, and value), (c) venue quality (comprised of environment, interactions, and value), and (d) contest quality (indicated by process of the contest and the product of the contest). The proposed multidimensional model of sport tourism quality would facilitate research into the dynamics of sport tourism and offer guidelines for practitioners as they constantly strive to provide the very best experience for sport tourists.

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The Effectiveness of Sport Canada's Athlete Assistance Program from 1980 to 1989

Shari Ann Orders and Packianathan Chelladurai

In order to determine the effectiveness of Sport Canada's (a unit of the Government of Canada) Athlete Assistance Program (AAP), the performance histories (standardized scores) of 371 AAP-funded swimmers (n = 183) and track-and-field athletes (« = 188) of both genders carded from September 1980 to November 1990 were analyzed. Because of the differences in the absolute performances of males and females, and the differences in standardizing the performances in the two sports, data of the males and females in each sport were analyzed separately. The results showed that carded athletes in each of the four groups improved their performances significantly following the awarding of carding status. Also, swimmers improved more consistently than the track-and-field athletes. For swimmers, younger athletes improved more than the older athletes, while the opposite was true with the track-and-field athletes. Based on these results, related funding policy issues were discussed.

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Distributive Justice in Intercollegiate Athletics: Development of an Instrument

Mary A. Hums and Packianathan Chelladurai

This study examined the development of an instrument to assess the views held by NCAA male and female coaches and administrators concerning the principles of distributive justice used in the allocation of resources in athletic departments. The steps in the development of the instrument, including the use of a panel of experts, a pilot study, and a confirmatory study, are presented. Scenarios were developed describing situations involving either distribution or retribution of three different resources within athletic departments; money, facilities, or support services. The eight allocation principles listed under each scenario were (a) equality of treatment, (b) equality of results, and (c) equality of opportunity; contributions based on (d) productivity, (e) spectator appeal, (f) effort, and (g) ability; and (h) need. Subjects were asked to rate the justness of each allocation principle in each scenario and to choose which allocation principle they would implement in that scenario.

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Distributive Justice in Intercollegiate Athletics: The Views of NCAA Coaches and Administrators

Mary A. Hums and Packianathan Chelladurai

This study examined the principles of distributive justice held by male and female coaches and athletic administrators from all three NCAA divisions in allocating resources within athletic departments. A total of 328 subjects from Divisions I, II, and III responded to the instrument, which contained 12 scenarios describing situations of either distribution or retribution of three different resources-—money, facilities, or support services. The eight allocation principles listed under each scenario were (a) equality of treatment, (b) equality of results, and (c) equality of opportunity; contributions based on (d) productivity, (e) spectator appeal, (f) effort, and (g) ability; and (h) need. In each distributive situation, subjects were asked to rate the justness of each allocation principle and to choose one of the eight principles for implementation. All subgroups rated equality of treatment, need, and equality of results as the most just and the other principles as relatively unjust. These principles were also the principles most frequently chosen by subjects for implementation.

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Dimensions of Coaching Performance: Development of a Scale

Joanne C. MacLean and Packianathan Chelladurai

The purpose of this study was to define the dimensions of coaching performance for coaches and to develop a scale to measure those dimensions. The literature-based model used in this study espoused the use of three broad categories—behavioral product factors, behavioral process factors related to the task, and behavioral process factors related to maintenance of the organization. Each of these broad categories was further subdivided into two classes to yield a model of six dimensions of coaching performance. The dimensions explored were (a) team products, (b) personal products, (c) direct task behaviors, (d) indirect task behaviors, (e) administrative maintenance behaviors, and (f) public relations behaviors. Seventy-seven administrators and 363 coaches from Canadian Intercollegiate Athletic Union institutions responded to the coaching performance scale for the purposes of this study. Item-to-total correlations, confirmatory factor analysis, and internal consistency estimates supported the conceptual model and yielded a psychometrically sound Scale of Coaching Performance (SCP).