公共体育服务质量:概念界定与影响因素分析  

Public Sports Service Quality:Definition and Factors Analysis

作　　者：袁新锋[1,2] 张瑞林 王飞[1] 陈洪鑫[3] YUAN Xinfeng;ZHANG Ruilin;WANG Fei;CHEN Hongxin(School of PE,Shandong University,Jinan 250061,China;School of Health,Shandong University of Traditional Chinese Medicine,Jinan 250355,China;Dept. of PE,Qingdao University of Technology,Qingdao 266000,China)

机构地区：[1]山东大学体育学院,山东济南250061 [2]山东中医药大学健康学院,山东济南250355 [3]青岛理工大学体育教学部,山东青岛266000

出　　处：《天津体育学院学报》2019年第3期232-237,共6页Journal of Tianjin University of Sport

摘　　要：实施质量强国战略,必须把增强人民群众的幸福感作为提高公共服务质量的落脚点。高质量的公共体育服务,是"全民健身"事业的要求,也是"健康中国"战略的支撑。当前,质量引领公共体育服务的趋势日渐清晰,但受制于基础理论研究的滞后,实践层面并未展现"质量优位"发展的图景。因此,构建公共体育服务质量管理理论体系成为当务之急,首当其冲就是要解决"是什么"的源头问题,即公共体育服务质量的概念界定,从而为提升公共体育服务质量的后续研究与未来实践找到逻辑起点,随之而来的应该是解决"怎么样"的改进路径问题,即公共体育服务质量影响因素的全面梳理。采用文献资料法、逻辑分析法,将"公共体育服务质量"界定为,政府等公共体育组织提供公共体育服务过程及结果的特质属性满足相关规定要求和社会公众需求的程度。此概念表述,体现了应有的理论呼应与价值导向;厘清了公共体育服务质量、绩效以及满意度的概念边界;兼顾了公共体育服务的特殊性与从属性;顺应了多元互动协同的实践趋势;关注了供给过程的公平性与公共利益的整体性。另外,依据公共体育服务质量概念的靶心指引,从我国公共体育服务自身特性与质量改进要求出发,以机制成熟且运用广泛的公共服务质量管理框架为借鉴,从环境、创新、结果和过程4个维度梳理出公共体育服务质量的影响因素,从而为未来研究确定方向。In order to implement the strategy of strengthening the quality of the country,we must take enhancing the well-being of the people as the foothold to improve the quality of public services. High-quality public sports services are the requirements of the cause of "National Fitness" and the support of the strategy of "Healthy China". At present,the trend of quality leading public sports service is becoming clearer,but restricted by the lag of basic theory research,the practice does not show the development prospect of "quality priority". Therefore,it is urgent to construct the theoretical system of public sports service quality management,and the first thing to do is to solve the basic problem of "what is it",that is,the definition of public sports service quality. The literature material method and the logical analysis method were used in the article. The"public sports service quality"is defined as the degree to which the characteristics and attributes of the process and results of public sports services provided by the government and other public sports organizations meet the requirements of the relevant provisions and the requirements of the public. This expression reflects the due theoretical response and value orientation:conforming to the interactive trend of multiple supply and result orientation,paying attention to the integrity and long-term characteristics of the public interest,and reflecting the fairness of the process and the equality of the results. In addition,according to the target-centered guidance of the definition,combining with the characteristics of public sports service itself,the basic factors affecting the quality of public sports service and the conditions for improvement are summarized as follows:the response to service demands,the support of organizational resources,the promotion of quality evaluation and the continuous improvement of the process.

关 键 词：公共服务 公共体育服务 质量 公共体育服务质量 概念界定 

分 类 号：G800.5[文化科学—运动人体科学]