dr Liwia DELI\u0143SKA – Uniwersytet Gda\u0144ski, Wydzia\u0142 Zarz\u0105dzania, ul. Armii Krajowej 101, 81-824 Sopot, Polska, e-mail: liwia.delinska@ug.edu.pl
dr Patrycja WYCISZKIEWICZ – Uniwersytet Ekonomiczny w Poznaniu, Katedra Strategii Marketingowych, ul. Powsta\u0144c\u00f3w Wlkp. 16, 61-875 Pozna\u0144, Polska, e-mail: patrycja.wyciszkiewicz@ue.poznan.pl<\/p>\n\n\n\n
ABSTRACT<\/strong><\/p>\n\n\n\n Purpose: <\/strong>The aim of this article is to identify and conceptualise the dimensions of service quality in the road-running event market, drawing on the SERVQUAL model and its adaptations in sport. Two research questions were posed: RQ1 \u2013 Can the classical SERVQUAL model be applied to assess the quality of running events? RQ2 \u2013 Do existing modifications of this model (EVENTQUAL, SPORTSERV, TEAMQUAL) fully reflect the specifics of the running-event market? KEYWORDS<\/strong><\/p>\n\n\n\n service quality, SERVQUAL, running events, mass participation sport<\/p>\n","protected":false},"excerpt":{"rendered":" dr Liwia DELI\u0143SKA – Uniwersytet Gda\u0144ski, Wydzia\u0142 Zarz\u0105dzania, ul. Armii Krajowej 101, 81-824 Sopot, Polska, e-mail: liwia.delinska@ug.edu.pldr Patrycja WYCISZKIEWICZ – Uniwersytet Ekonomiczny w Poznaniu, Katedra Strategii Marketingowych, ul. Powsta\u0144c\u00f3w Wlkp. 16, 61-875 Pozna\u0144, Polska, e-mail: patrycja.wyciszkiewicz@ue.poznan.pl ABSTRACT Purpose: The aim of this article is to identify and conceptualise the dimensions of service quality in the […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[116],"tags":[],"class_list":["post-1393","post","type-post","status-publish","format-standard","hentry","category-issue-3-2025-publication"],"_links":{"self":[{"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=\/wp\/v2\/posts\/1393","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1393"}],"version-history":[{"count":1,"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=\/wp\/v2\/posts\/1393\/revisions"}],"predecessor-version":[{"id":1394,"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=\/wp\/v2\/posts\/1393\/revisions\/1394"}],"wp:attachment":[{"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1393"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1393"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/problemyjakosci.com.pl\/en\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1393"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Design\/methodology\/approach:<\/strong> A three-stage research procedure was employed: (1) a literature review of SERVQUAL and its sport-market adaptations; (2) desk-research analysis of previous studies in this area; and (3) netnography, involving a review of participants\u2019 online comments about running events.
Findings\/conclusions:<\/strong> While the five original SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance and empathy) remain relevant to running-event services, they are insufficient on their own. The analysis shows the need to distinguish two additional categories: communication (which replaces responsiveness) and atmosphere. The assurance dimension was omitted, resulting in a proposed seven-dimension model for evaluating running-event quality.
Research limitations: <\/strong>The principal limitation is that the proposed assessment model is still at a conceptual stage. It requires empirical validation among running-event participants, which the authors plan to undertake in subsequent phases of the research project.
Practical implications:<\/strong> The concept of model offers a tool for assessing the quality of running events. In a competitive market, regular quality evaluation is essential for maintaining an advantage and effectively meeting participants\u2019 needs.
Originality\/value: <\/strong>The article updates existing service-quality measurement methods by identifying market-specific dimensions for running events that have not yet been addressed in the literature.<\/p>\n\n\n\n