Have a personal or library account? Click to login
Effect of Customer Experience Quality on Loyalty in Fitness Services Cover

Effect of Customer Experience Quality on Loyalty in Fitness Services

By: Ersin Eskiler and  Furkan Safak  
Open Access
|Mar 2022

References

  1. 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
  2. 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.
  3. 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.
  4. 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
  5. Batrakoulis, A. (2019). European survey of fitness trends for 2020. ACSM’s Health & Fitness Journal, 23(6), 28-35.10.1249/FIT.0000000000000523
  6. 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
  7. Berry, L. L. & Carbone, L. P. (2007). Build loyalty through experience. Quality Progress, 40(9), 26-32.
  8. 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
  9. Brown, T. A. (2006). Confirmatory Factor Analysis for Applied Research. New York, NY: Guilford.
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. Eskiler, E. & Altunisik, R. (2019). Fitness Services and Marketing. Istanbul: Beta Publishing.
  17. 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
  18. 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
  19. 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
  20. 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
  21. 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
  22. 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
  23. 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
  24. 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
  25. Gaskin, J. (2016). Validity master, stats tool package. Retrieved February 20, 2021, from http://statwiki.kolobkreations.com/index.php?title=Main_Page.
  26. 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
  27. 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
  28. Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis. Upper Saddle River, NJ: Pearson Education.
  29. 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
  30. 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
  31. 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.
  32. 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
  33. 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
  34. IHRSA. (2020). The 2020 IHRSA global report. Retrieved January 26, 2021, from https://www.ihrsa.org/publications/the-2020-ihrsa-global-report/.
  35. 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
  36. 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
  37. 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
  38. Kline, R. B. (2015). Principles and Practice of Structural Equation Modeling. New York, NY: Guilford.
  39. 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.
  40. 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
  41. Mardia, K. V. (1985). Mardia’s test of multinormality. In Encyclopedia of Statistical Sciences (Vol. 5, pp. 217-221). Hoboken, NJ: Wiley Online Library.
  42. Meyer, C. & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126.
  43. 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
  44. 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
  45. 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
  46. 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.
  47. Pine, J. B. & Gilmore, J. H. (1999). The Experience Economy: Work Is Theater and Every Business a Stage. Cambridge, MA: Harvard Business School Press.
  48. 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
  49. 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
  50. 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
  51. Schmitt, B. (1999). Experiential marketing. Journal of Marketing Management, 15(1/3), 53-67. https://doi.org/10.1362/02672579978487049610.1362/026725799784870496
  52. 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
  53. Tabachnick, B. G. & Fidell, L.S. (2007). Using Multivariate Statistics. Boston, MA: Allyn & Bacon.
  54. 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
  55. 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
  56. Walls, A. (2009). An examination of consumer experience and relative effects on consumer values. Unpublished doctoral dissertation, University of Central Florida, Orlando, FL.
  57. 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
  58. 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
  59. 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
DOI: https://doi.org/10.2478/pcssr-2022-0003 | Journal eISSN: 1899-4849 | Journal ISSN: 2081-2221
Language: English
Page range: 21 - 34
Submitted on: Apr 26, 2021
Accepted on: Dec 30, 2021
Published on: Mar 17, 2022
Published by: Józef Piłsudski University of Physical Education in Warsaw
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year

© 2022 Ersin Eskiler, Furkan Safak, published by Józef Piłsudski University of Physical Education in Warsaw
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.