How do perceptions of other customers affect satisfaction and loyalty in public aquatic centres?

Afthinos, Yanni; Theodorakis, Nicholas D.; Howat, Gary

doi:10.1080/23750472.2018.1513340

Cited by 12 publications

(12 citation statements)

References 50 publications

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“…Yet, value co‐creation is crucial to the industry, as health and fitness clubs bear the core characteristics of service‐dominant logic; the service is the fundamental unit of exchange and is co‐created by multiple actors, including customers (Polyakova & Mirza, 2016). Further, the fitness club service experience occurs within a collective social context, characterized inherently by customer participation and interaction (Afthinos et al., 2017; Chiu et al., 2019; Polyakova & Mirza, 2016). Health and fitness clubs are therefore high involvement ; customers must be physically present (Chiu et al., 2015), often sharing the service environment with others, with value co‐creation offering opportunities to shape service offerings and outcomes therein in a participative manner (Polyakova & Mirza, 2016).…”

Section: Introductionmentioning

confidence: 99%

Modelling perceived service quality and turnover intentions in gender‐segregated environments

Taheri

Farmaki

Gannon

2021

Int J Consumer Studies

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This study extends current understanding of how gender shapes value co‐creation, perceived service quality and turnover intention within health and fitness clubs. Survey responses were collected from 485 fitness club customers in Iran. Partial least squares structural equation modelling (PLS‐SEM) was deployed to demonstrate the effects of predictor variables while fuzzy‐set qualitative comparative analysis (fsQCA) was used to identify combinations of value co‐creation behaviours capable of predicting model outcomes. Necessary condition analysis (NCA) was also employed to identify the value co‐creation factors required to achieve low turnover intentions and high service quality perceptions. Results reveal the moderating role of gender in shaping the complex combinations of value co‐creation factors leading to low turnover and high perceived quality; fsQCA findings demonstrate how this differs between male and female consumers. NCA findings suggest that fitness club managers should foster an interactive environment through advocacy programmes, promoting responsible behaviours andwboosting tolerance, to encourage both male and female customers to participate in co‐creation processes. This is the first empirical study to apply complexity theory to explore whether service quality perceptions and turnover intentions vary across gender via structural and configurational modelling.

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Section: Introductionmentioning

confidence: 99%

Modelling perceived service quality and turnover intentions in gender‐segregated environments

Taheri

Farmaki

Gannon

2021

Int J Consumer Studies

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“…Ngo et al , 2016), satisfaction (e.g. Afthinos et al , 2017) and behavior(al intention)s (e.g. Tombs and McColl-Kennedy, 2010).…”

Section: Resultsmentioning

confidence: 99%

From third party to significant other for service encounters: a systematic review on third-party roles and their implications

Abboud

As'ad

Bilstein

et al. 2020

JOSM

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PurposeDyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties – that is, other customers, pets, other employees and other firms – can adopt in relation to customers and service providers during encounters. The present study aims to unravel these roles and highlight their implications for customers, service providers and/or third parties.Design/methodology/approachThis research relies on a systematic review of literature in the Web of Science using a search string pertaining to the research study’s objectives. In total, 2,726 articles were screened by title and abstract using clear inclusion and exclusion criteria, thereby extracting 189 articles for full-text eligibility. The final sample consisted of 139 articles for coding and analysis.FindingsThe analyses reveal that other customers, pets, other employees and other firms can adopt five roles: bystander, connector, endorser, balancer and partner. Each role has different implications for customers, service providers and/or third parties. Additionally, the five roles are associated with distinct constellations of the customer, the service provider and the third party. These roles and constellations are dynamic and not mutually exclusive.Originality/valueThis research contributes to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become “significant others” in service encounters and identifies avenues for future research.

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“…Consumer-to-consumer relationships have hardly been discussed in switching costs studies (Shi et al, 2015). This is a significant gap because a service environment in fitness centres offers an opportunity for a highlevel of consumer-to-consumer interactions, allowing individuals to collectively share time, space, and equipment (Afthinos et al, 2017). Even without a direct interaction among consumers, observing other consumers (e.g., a well-shaped body) can influence fitness consumers' service experiences (Afthinos et al, 2017).…”

Section: Other Consumer Relationship Lossmentioning

confidence: 99%

“…This is a significant gap because a service environment in fitness centres offers an opportunity for a highlevel of consumer-to-consumer interactions, allowing individuals to collectively share time, space, and equipment (Afthinos et al, 2017). Even without a direct interaction among consumers, observing other consumers (e.g., a well-shaped body) can influence fitness consumers' service experiences (Afthinos et al, 2017). The scope of other consumers includes workout companions (e.g., friends) and individuals who are acquainted and unacquainted with a focal consumer (Kim, Byon, & Baek, 2020).…”

Section: Other Consumer Relationship Lossmentioning

confidence: 99%

Conceptualization of switching costs in fitness centers: a higher-order reflective-formative model

Kim

2021

Sport Management Review

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The concept of switching costs has been given increasing attention in the marketing and management literature. However, conceptual confusion in the literature has impeded applying the concept of switching costs to fitness centres. As such, the purpose of the study is to conceptualize switching costs in the context of fitness centres. Four sequential steps are employed to achieve the objective of the study. In Step 1, a qualitative method using open-ended questions (n = 98) identifies switching costs dimensions in fitness centres. The results show 11 multidimensional constructs, which are then conceptualized as a third-order fitness switching costs model (FSCM) inStep 2. In Step 3, the higher-order FSCM is specified as a third-order formative construct consisting of four second-order formative constructs with 11 first-order reflective constructs. Building on the three step s, Step 4 proposes a formal definition of switching costs as consumers' perceptions of procedural, relationship, financial, and convenience costs when voluntarily considering switching to another fitness centre. Definitions for all lower-order dimensions are also proposed. The theoretically grounded conceptualization of switching costs in the present study enhances conceptual clarity and builds a foundation for further investigations in this area.

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How do perceptions of other customers affect satisfaction and loyalty in public aquatic centres?

Cited by 12 publications

References 50 publications

Modelling perceived service quality and turnover intentions in gender‐segregated environments

Modelling perceived service quality and turnover intentions in gender‐segregated environments

From third party to significant other for service encounters: a systematic review on third-party roles and their implications

Conceptualization of switching costs in fitness centers: a higher-order reflective-formative model

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