Otwarty dostęp

Effect of Customer Experience Quality on Loyalty in Fitness Services


Zacytuj

Akaka, M. A., Vargo, S. L., & Schau, H. J. (2015). The context of experience. Journal of Service Management, 26(2), 206-223. https://doi.org/10.1108/JOSM-10-2014-027010.1108/JOSM-10-2014-0270 Search in Google Scholar

Amoah, F., Radder, L., van Eyk, M., & Elizabeth, P. (2016). Experience quality dimensions and customer perceptions: A case study of guesthouses in Ghana. African Journal of Hospitality, Tourism and Leisure, 5(4), 1-21. Search in Google Scholar

Baena-Arroyo, M. J., Gálvez-Ruiz, P., Sánchez-Oliver, A. J., & Bernal-García, A. (2016). The relationship among service experience, perceived value and behavioural intentions of customers in a group fitness class. Revista de psicología del deporte, 25(1), 89-92. Search in Google Scholar

Baena-Arroyo, M. J., García-Fernández, J., Gálvez-Ruiz, P., & Grimaldi-Puyana, M. (2020). Analyzing consumer loyalty through service experience and service convenience: Differences between instructor fitness classes and virtual fitness classes. Sustainability, 12(3), 828. https://doi.org/10.3390/su1203082810.3390/su12030828 Search in Google Scholar

Batrakoulis, A. (2019). European survey of fitness trends for 2020. ACSM’s Health & Fitness Journal, 23(6), 28-35.10.1249/FIT.0000000000000523 Search in Google Scholar

Behnam, M., Sato, M., & Baker, B. J. (2021). The role of consumer engagement in behavioral loyalty through value co-creation in fitness clubs. Sport Management Review, 1-27. DOI: 10.1080/14413523.2021.1880772.10.1080/14413523.2021.1880772 Search in Google Scholar

Berry, L. L. & Carbone, L. P. (2007). Build loyalty through experience. Quality Progress, 40(9), 26-32. Search in Google Scholar

Brady, M. K. & Cronin, J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34-49. https://doi.org/10.1509/jmkg.65.3.34.1833410.1509/jmkg.65.3.34.18334 Search in Google Scholar

Brown, T. A. (2006). Confirmatory Factor Analysis for Applied Research. New York, NY: Guilford. Search in Google Scholar

Bueno, E. V., Weber, T. B. B., Bomfim, E. L., & Kato, H. T. (2019). Measuring customer experience in service: A systematic review. The Service Industries Journal, 39(11-12), 779-798. https://doi.org/10.1080/02642069.2018.156187310.1080/02642069.2018.1561873 Search in Google Scholar

Cetin, G. & Dincer, F. I. (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia, 25(2), 181-194. https://doi.org/10.1080/13032917.2013.84109410.1080/13032917.2013.841094 Search in Google Scholar

Chen, C. F. & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35. https://doi.org/10.1016/j.tourman.2009.02.00810.1016/j.tourman.2009.02.008 Search in Google Scholar

Cronin J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.10.1016/S0022-4359(00)00028-2 Search in Google Scholar

Deloitte. (2019). European health & fitness market report. Retrieved January 26, 2021, from https://www2.deloitte.com/content/dam/Deloitte/es/Documents/acerca-de-deloitte/Deloitte-ES-TMT-European-Health-Fitness-Market-2019.pdf Search in Google Scholar

Deloitte. (2020). European health & fitness market report. Retrieved January 26, 2021, from https://www2.deloitte.com/content/dam/Deloitte/de/Documents/consumer-business/European-Health-and-Fitness-Market-2020-Reportauszug.pdf Search in Google Scholar

Eskiler, E. & Altunisik, R. (2019). Fitness Services and Marketing. Istanbul: Beta Publishing. Search in Google Scholar

Eskiler, E. & Altunisik, R. (2021). The moderating effect of involvement in the relationship between customer behavioral intentions and its antecedents. Sage Open, 11(2). https://doi.org/10.1177/2158244021101449510.1177/21582440211014495 Search in Google Scholar

Eskiler, E., Yıldız, Y., & Ayhan, C. (2019). The effect of leisure benefits on leisure satisfaction: Extreme sports. Turkish Journal of Sport and Exercise, 21(1), 16-20. https://doi.org/10.15314/tsed.52298410.15314/tsed.522984 Search in Google Scholar

Fernandes, T. & Pinto, T. (2019). Relationship quality determinants and outcomes in retail banking services: The role of customer experience. Journal of Retailing and Consumer Services, 50, 30-41. https://doi.org/10.1016/j.jretconser.2019.01.01810.1016/j.jretconser.2019.01.018 Search in Google Scholar

Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/00222437810180010410.1177/002224378101800104 Search in Google Scholar

Funk, D. C. (2017). Introducing a Sport Experience Design (SX) framework for sport consumer behavior research. Sport Management Review, 20(2), 145-158. https://doi.org/10.1016/j.smr.2016.11.006.10.1016/j.smr.2016.11.006 Search in Google Scholar

García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018b). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250-262. https://doi.org/10.1016/j.smr.2017.07.00310.1016/j.smr.2017.07.003 Search in Google Scholar

García-Fernández, J., Gálvez-Ruíz, P., Pitts, B. G., Vélez-Colón, L., & Bernal-García, A. (2018a). Consumer behavior and sport services: An examination of fitness center loyalty. International Journal of Sport Management and Marketing, 18(1-2), 8-23. https://doi.org/10.1504/IJSMM.2018.09134210.1504/IJSMM.2018.091342 Search in Google Scholar

García-Fernández, J., Gálvez-Ruiz, P., Sánchez-Oliver, A. J., Fernández-Gavira, J., Pitts, B. G., & Grimaldi-Puyana, M. (2020). An analysis of new social fitness activities: Loyalty in female and male CrossFit users. Sport in Society, 23(2), 204-221. https://doi.org/10.1080/17430437.2019.162533210.1080/17430437.2019.1625332 Search in Google Scholar

Gaskin, J. (2016). Validity master, stats tool package. Retrieved February 20, 2021, from http://statwiki.kolobkreations.com/index.php?title=Main_Page. Search in Google Scholar

Gao, L., Melero-Polo, I., & Sese, F. J. (2020). Customer equity drivers, customer experience quality, and customer profitability in banking services: The moderating role of social influence. Journal of Service Research, 23(2), 174-193. https://doi.org/10.1177/109467051985611910.1177/1094670519856119 Search in Google Scholar

George, D. & Mallery, P. (2016). IBM SPSS Statistics 23 Step By Step: A Simple Guide and Reference (13th ed.). New York, NY: Routledge.10.4324/9781315545899 Search in Google Scholar

Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis. Upper Saddle River, NJ: Pearson Education. Search in Google Scholar

Heinonen, K., Jaakkola, E., & Neganova, I. (2018). Drivers, types and value outcomes of customer-to-customer interaction: An integrative review and research agenda. Journal of Service Theory and Practice, 28 (6), 710-732. https://doi.org/10.1108/JSTP-01-2017-001010.1108/JSTP-01-2017-0010 Search in Google Scholar

Holbrook, M. B. & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings and fun. Journal of Consumer Research, 9(2), 132-140. https://doi.org/10.1086/20890610.1086/208906 Search in Google Scholar

Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6, 53-60. Search in Google Scholar

Howat, G. & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centers in Australia. Sport Management Review, 16, 268-284. https://doi.org/10.1016/j.smr.2012.10.00110.1016/j.smr.2012.10.001 Search in Google Scholar

Huang, J. & Hsu, C. H. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49(1), 79-92. https://doi.org/10.1177/004728750933646610.1177/0047287509336466 Search in Google Scholar

IHRSA. (2020). The 2020 IHRSA global report. Retrieved January 26, 2021, from https://www.ihrsa.org/publications/the-2020-ihrsa-global-report/. Search in Google Scholar

Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience – A review and research agenda. Journal of Service Theory and Practice, 27(3), 642-662. https://doi.org/10.1108/JSTP-03-2015-006410.1108/JSTP-03-2015-0064 Search in Google Scholar

Kim, H. & Choi, B. (2013). The influence of customer experience quality on customers’ behavioral intentions. Services Marketing Quarterly, 34(4), 322-338. https://doi.org/10.1080/15332969.2013.82706810.1080/15332969.2013.827068 Search in Google Scholar

Klaus, P. & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227-246. https://doi.org/10.2501/IJMR-2013-02110.2501/IJMR-2013-021 Search in Google Scholar

Kline, R. B. (2015). Principles and Practice of Structural Equation Modeling. New York, NY: Guilford. Search in Google Scholar

Ko, Y. J. & Pastore, D. L. (2004). Current issues and conceptualizations of service quality in the recreation sport industry. Sport Marketing Quarterly, 13(2), 158-166. Search in Google Scholar

Lemke, F., Clark, M., & Wilson, J. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39, 846–869. https://doi.org/10.1007/s11747-010-0219-010.1007/s11747-010-0219-0 Search in Google Scholar

Mardia, K. V. (1985). Mardia’s test of multinormality. In Encyclopedia of Statistical Sciences (Vol. 5, pp. 217-221). Hoboken, NJ: Wiley Online Library. Search in Google Scholar

Meyer, C. & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126. Search in Google Scholar

Mohr, L. A. & Bitner, M. J. (1995). The role of employee efforts in satisfaction with service transactions. Journal of Business Research, 32(3), 239-252. https://doi.org/10.1016/0148-2963(94)00049-K10.1016/0148-2963(94)00049-K Search in Google Scholar

Nicholls, R. (2010). New directions for customer-to-customer interaction research. The Journal of Services Marketing, 24(1), 87-97. https://doi.org/10.1108/0887604101101791610.1108/08876041011017916 Search in Google Scholar

Oh, H., Fiore, A. M., & Jeoung, M. (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46(2), 119-132. https://doi.org/10.1177/004728750730403910.1177/0047287507304039 Search in Google Scholar

Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. Advances in Services Marketing and Management, 2(4), 65-85. Search in Google Scholar

Pine, J. B. & Gilmore, J. H. (1999). The Experience Economy: Work Is Theater and Every Business a Stage. Cambridge, MA: Harvard Business School Press. Search in Google Scholar

Prahalad, C. K. & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5-14. https://doi.org/10.1002/dir.2001510.1002/dir.20015 Search in Google Scholar

Pullman, M. E. & Gross, M. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551-79. https://doi.org/10.1111/j.0011-7315.2004.02611.x10.1111/j.0011-7315.2004.02611.x Search in Google Scholar

Roy, S. (2018). Effects of customer experience across service types, customer types and time. Journal of Services Marketing, 32(4), 400-413. https://doi.org/10.1108/JSM-11-2016-040610.1108/JSM-11-2016-0406 Search in Google Scholar

Schmitt, B. (1999). Experiential marketing. Journal of Marketing Management, 15(1/3), 53-67. https://doi.org/10.1362/02672579978487049610.1362/026725799784870496 Search in Google Scholar

Srivastava, M. & Kaul, D. (2016). Exploring the link between customer experience–loyalty–consumer spend. Journal of Retailing and Consumer Services, 31, 277-286. https://doi.org/10.1016/j.jretconser.2016.04.00910.1016/j.jretconser.2016.04.009 Search in Google Scholar

Tabachnick, B. G. & Fidell, L.S. (2007). Using Multivariate Statistics. Boston, MA: Allyn & Bacon. Search in Google Scholar

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.00110.1016/j.jretai.2008.11.001 Search in Google Scholar

Walker, J. T., Farren, G., Dotterweich, A., Gould, J., & Walker, L. (2017). Fitness center service quality model confirmation SQAS-19. Journal of Park and Recreation Administration, 35(4), 49-58. https://doi.org/10.18666/JPRA-2017-V35-I4-792210.18666/JPRA-2017-V35-I4-7922 Search in Google Scholar

Walls, A. (2009). An examination of consumer experience and relative effects on consumer values. Unpublished doctoral dissertation, University of Central Florida, Orlando, FL. Search in Google Scholar

Walls, A. R., Okumus, F., Wang, Y. R., & Kwun, D. J. W. (2011). An epistemological view of consumer experiences. International Journal of Hospitality Management, 30(1), 10-21. https://doi.org/10.1016/j.ijhm.2010.03.00810.1016/j.ijhm.2010.03.008 Search in Google Scholar

Wu, C. H. J. (2007). The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective. Tourism Management, 28(6), 1518-1528. https://doi.org/10.1016/j.tourman.2007.02.00210.1016/j.tourman.2007.02.002 Search in Google Scholar

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/00222429960600020310.1177/002224299606000203 Search in Google Scholar