A Study on the application of 6-Sigma on the enhancement of service quality of fitness club

Cheng, Kuei-Mei; Hsu, Chin-Hsien; Huang, Chin-Huang

doi:10.1007/s11135-010-9424-7

Cited by 11 publications

(4 citation statements)

References 10 publications

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“…An initial desk research reviewing cross-sectorial literature on scientific fields such as service quality models (Parasuraman et al, 1985;Cheng et al, 2012); customer satisfaction in health and fitness centers (MacIntosh and Doherty, 2007;Barros and Gonçalves, 2009;Fernández et al, 2014) and perceptual phenomenology (Nanay, 2012), revealed the need to expand the construct. The 7P model became the 8P model with the integration of a new elementperception.…”

Section: Methodsmentioning

confidence: 99%

The Universal Transformational Management Framework (UTMF)

Yelamos

Carty

Moynihan

et al. 2019

JEPP

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Purpose The purpose of this paper is to present the development and validation of the Universal Transformational Management Framework (UTMF), an entrepreneurial tool that guides the development of inclusion-driven strategic management, planning and practice in sport organizations. Design/methodology/approach A range of qualitative data collection techniques was undertaken in this action research: seven cross-sectoral semi-structured interviews; one focus group with sports professionals; a qualitative survey and research group consultations. A matrix analysis, a thematic analysis and secondary research were undertaken to analyze data. Findings The UTMF is a staged framework that embeds principles of behavioral, organizational and transformative change theory, guiding strategic development toward inclusion from a contemplation phase toward an action and maintenance stage. The UTMF is composed of 14 fundamental components identified as key areas that sport entrepreneurs should recognize and address for planning and delivering sport services that leave no one behind. Practical implications Policy makers, management and sport professionals have at their disposal an inclusion-driven framework that challenges their systems and establish mechanisms to leave no one behind. Social implications Organizational transformation can ultimately produce a contagion effect advancing equality and inclusion in society. The UTMF offers a structure for sport entrepreneurs aiming to facilitate and activate social transformation in and through sport. Originality/value The UTMF is a wide-ranging framework to facilitate an orchestrated transformation of sport organizations in order to provide universal services that include marginalized groups and address global challenges identified in intersectional agendas like the SDGs.

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Section: Methodsmentioning

confidence: 99%

The Universal Transformational Management Framework (UTMF)

Yelamos

Carty

Moynihan

et al. 2019

JEPP

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“…(Surange, 2015). Otros investigadores han utilizado la métrica sigma para analizar el desempeño de servicios en una institución de educación en Ecuador (Reyes, Fernández, Pérez y Urrutia, 2018) Los investigadores (Cheng, Hsu y Huang, 2012) desarrollaron un método con el fin de reducir las quejas de los clientes, comprendiendo las expectativas de los clientes y mejorando la calidad del servicio por medio de los conceptos de Seis Sigma. Los investigadores (Klefsjö, Wiklund y Edgeman, 2001) cuando aplicaron Seis Sigma y el uso intensivo de las métricas estadísticas, con un enfoque de innovación tuvieron resultados significativos en términos de gerencia y mejoras organizacionales.…”

Section: Seis Sigma En El Serviciounclassified

Monitoreo y control del rendimiento de las dimensiones de calidad de un centro de atención del servicio en una institución de educación superior

Fontalvo

Herrera

2020

Inf. tecnol.

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En esta investigación se diseñó un método de control para el rendimiento de las dimensiones de calidad de un centro de atención del servicio en una institución de educación superior. Se apoyó en los planteamientos teóricos de calidad del servicio, Seis Sigma y carta de control multivariante T-cuadrado. Partiendo de la recepción total de las solicitudes presentadas en la unidad de prestación de servicios durante 11 periodos, se estructuró un método para integrar las dimensiones de calidad, contextualizando el cálculo del nivel de desempeño asociado con las métricas Seis Sigma. Las dimensiones de calidad con menor desempeño incluyeron: 1) Recepción y registro información oportuna y 2) Organización y respuesta pertinente. La dimensión Redacción y estructura del comunicado se mostro como una de las dimensiones de más alto rendimiento teniendo en cuenta el desempeño deseado de las variables. El método permitió establecer el límite de control estándar multivariante del servicio.

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“…Corporate values focused on sales tend to affect staff turnover, increasing staff intention to leave (MacIntosh, Doherty, & Walker, 2010). In order to maintain customer satisfaction continued participation in fitness clubs, Chen, Hsu, and Huang (2012) demonstrate how to the apply 6-Sigma to enhance the service quality of fitness clubs, while Wilson (2009) provides guidelines for effective fitness center websites.…”

Section: Marketing Of Fitness Centersmentioning

confidence: 99%

Comparative Marketing Strategies of Fitness Clubs in the United States and Canada

Heroux¹

2017

JEW

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There has been a growing health concern in the United States and Canada due to physical inactivity and obesity. In response to these health concerns, fitness centers have been growing in popularity. The successful marketing strategy of fitness clubs requires the identification of a target market and development of a marketing mix (product/service, place, price and promotion) that will best satisfy the needs of this target market. This qualitative research was conducted to investigate whether there were differences in the marketing strategies implemented by fitness clubs to meet the needs of consumers. The research method consisted of a census of the 20 fitness clubs in the contiguous regions of southern Quebec and northeastern New York/northwestern Vermont. Each fitness center was visited by multiple observers. Systematic observations using a grid of 51 variables were compiled for each establishment. The results found many similarities in marketing strategies, however, differences were found in the place and personal selling variables. The New York/Vermont fitness clubs tended to be located in better, more visible locations, while Quebec fitness clubs had better establishment atmospherics and personal selling strategies.New York/Vermont fitness clubs could benefit from improving their establishment décor, lighting, scent management, music selections, and cleanliness. Their service could include more customization, empathy with their customers' needs, reservations, and customer satisfaction policies. Their sales personnel could be trained to better approach their customers, to make the sale, and to dress in more professional fitness clothing. Quebec fitness clubs could increase their fitness club visibility through outdoor signage, parking facilities, and more promotion.

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A Study on the application of 6-Sigma on the enhancement of service quality of fitness club

Cited by 11 publications

References 10 publications

The Universal Transformational Management Framework (UTMF)

The Universal Transformational Management Framework (UTMF)

Monitoreo y control del rendimiento de las dimensiones de calidad de un centro de atención del servicio en una institución de educación superior

Comparative Marketing Strategies of Fitness Clubs in the United States and Canada

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