Following this line of argument, an increasing number of authors have raised the need to take account of the more emotional factors in concepts of quality of service ( Price et al., 1995 Gwinner et al., 1998 Peiró et al., 2005 Potocnik et al., 2010). From the hedonistic perspective, the perception of quality will be associated with the presence of pleasant or agreeable properties intrinsic to the service being evaluated ( Mano and Oliver, 1993). In the evaluation of a utilitarian service, rational factors will have the greatest weight, while in the other type, satisfaction with the service will be determined largely by emotional responses ( Jiang and Wang, 2006). For this reason, in conceptualizing and measuring the quality of the service provided it is considered important to differentiate between a hedonistic and a utilitarian type of service. It is especially important to include the study of emotions in the user satisfaction process, because most services are based on the experience of the users of a given service ( Liljander and Strandvik, 1997 Foxall and Greenley, 1999 Benkenstein et al., 2003 Lewinski et al., 2016). Therefore, in the context of a sports organization, knowing how emotional experiences influence users and how they relate to satisfaction and the perceived quality of services is a vital issue that has already been highlighted by several authors ( Bigné and Andreu, 2004 Jiang and Wang, 2006 Ladhari, 2009 Ozgen and Duman Kurt, 2012). Ries and Sevillano (2011) state that positive emotions will encourage the intention to practice sport and create a greater willingness to increase the frequency and duration of that activity, whereas the opposite occurs with negative emotions.
Satisfaction with the performance of a sporting activity, therefore, is not only a cognitive phenomenon but also includes other determinants, such as affective states ( Wirtz and Bateson, 1999 Wirtz et al., 2000 Martínez-Tur et al., 2001). There are studies suggesting that in the practice of directed sports activities emotional experience is a factor that can contribute to satisfaction with the activity practiced and is more likely to promote future practice intentions ( Lee et al., 2016). In this sense, emotions play a very important role in sports practice and are emerging as a key facet of user satisfaction in sports centers ( Silla-Merchán et al., 2014 Pedragosa et al., 2015). Hence the importance of evaluating the elements related to the pleasure experienced by the user, a factor that is becoming increasingly important in assessing the quality of a service ( Pérez-López et al., 2015). Users of a sports service focus not only on how useful it is to them an especially important issue is how it is associated with the experience of an emotion ( Fernando-García et al., 2020). In addition, the generalizability analysis itself, carried out to determine the levels of reliability, generalizability and precision of the sample (with relative and absolute G indexes of between 0.86 and 0.93 for the three analyses performed), was also a Mixed-Methods procedure. The data collection and transformation procedures fully satisfied the requirement for flexibility and provide new perspectives for incorporating data into the study of biopsychosocial factors in everyday contexts using a Mixed-Methods approach. The analysis of facial expressions was performed using Face Reader v.6.1.10, which automatically analyzes eight categories of facial expressions (six basic emotions, one neutral, and one unidentified).
Nineteen child users of a sports organization (aged from 5 to 12 years) were interviewed, involving both qualitative and quantitative analyses. The objective of this study was therefore to analyze how a group of child users of sports services expressed their satisfaction with the programs in which they participated through facial expressions during an in-depth interview tailored to their age. Facial expressions provide relevant information about the immediate perception of stimuli. Proper quality management of sports services requires knowledge of the needs, perceptions, expectations, and emotions of users.
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