Value Co-Creation in Fitness Centers

Chiu, Weisheng; Shin, Sunyun; Lee, Hyun–Woo

doi:10.4018/978-1-5225-2084-9.ch021

Cited by 9 publications

(18 citation statements)

References 45 publications

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“…First, this study found that service encounters had a positive impact on perceived value (H2), which in turn affected repurchase intention (H3). These findings are consistent with previous studies (Chiu et al. , 2017; Rather et al.…”

Section: Discussionsupporting

confidence: 94%

“…It implies that the impact of service encounter on repurchase is not a simple input-output relationship and that this relationship is mediated by the relative level of customers' perceived value. It is noteworthy that fitness services emphasize the direct interaction between people (Chiu et al. , 2017; Woratschek et al.…”

Section: Discussionmentioning

confidence: 99%

“…The positive gap perceived by customers promotes their repurchase intention, while the negative gap impedes their purchase intention (Mcdougall and Levesque, 2000). In the similar vein, overall value perceived by fitness customers can determine their future intention of patronage and reuse of the service (Yu et al, 2014;Chiu et al, 2017Chiu et al, , 2019Garc ıa-Fern andez et al, 2018;Garc ıa-Pascual et al, 2020). Accordingly, we propose the following hypothesis.…”

Section: Relationship Between Perceived Value and Repurchase Intentionmentioning

confidence: 94%

“…, 2021a, b). In addition, Chiu et al. (2017) found that customers' active behaviors have a positive impact on perceived value in fitness centers.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Moreover, fitness customers' active engagement leads to a higher level of relationship quality and loyalty towards fitness centers (Behnam et al, 2021a, b). In addition, Chiu et al (2017) found that customers' active behaviors have a positive impact on perceived value in fitness centers.…”

Section: Ijsms 241mentioning

confidence: 99%

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Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Wang

Chiu

2022

IJSMS

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PurposeThis study examined the relationships between service encounter, perceived value, and repurchase intention in the fitness service sector through the theoretical lens of service-dominant logic. In addition, the mediating role of perceived value and the moderating role of service innovativeness were examined.Design/methodology/approachParticipants (n = 806) were drawn from fitness center customers in Taiwan using a convenience sampling technique. Partial least square structural equation modeling was used to test the hypotheses in the research model.FindingsThe results showed that service encounter had a positive impact on perceived value, which in turn affected repurchase intention. Moreover, the full mediating effect of perceived value was identified in the relationship between service encounter and repurchase intention. In addition, service innovativeness positively moderated the effect of service encounter on repurchase intention.Originality/valueThis study provides empirical evidence on the impact of staff-customer interactions (i.e. service encounter) on customers' perceptions and behaviors and identifies the critical role of perceived value as a mediating mechanism as well as a facilitating role of service innovativeness in enhancing repurchase intention.

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Section: Discussionsupporting

confidence: 94%

Section: Discussionmentioning

confidence: 99%

Section: Relationship Between Perceived Value and Repurchase Intentionmentioning

confidence: 94%

“…, 2021a, b). In addition, Chiu et al. (2017) found that customers' active behaviors have a positive impact on perceived value in fitness centers.…”

Section: Literature Reviewmentioning

confidence: 99%

Section: Ijsms 241mentioning

confidence: 99%

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Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Wang

Chiu

2022

IJSMS

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2021 Charles H. McCloy Lecture: “You’re Not in Kansas Anymore” by Charles H. McCloy

Mars

2021

Research Quarterly for Exercise and Sport

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The roles of employee–employee collaboration and employee–customer collaboration in fitness service innovation: a comparison of frontline and non-frontline employees

Wang

Chiu

Tseng

et al. 2023

IJSMS

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PurposeIn this study the authors examined the impact of employees' collaborative behaviours with colleagues and customers (i.e. employee–employee collaboration and employee–customer collaboration) on their creative self-efficacy and service innovation from the perspective of service-dominant logic. The authors also examined the differences between frontline and non-frontline fitness service employees in our research model. This study aims to discuss the aforementioned objectives.Design/methodology/approachParticipants were fitness-centre employees in Taiwan recruited via convenience sampling. A total of 410 participants completed our online survey, and the authors analysed the data using partial least squares structural equation modelling (PLS-SEM).FindingsThe authors found that collaboration with both colleagues and customers had a positive impact on employees' creative self-efficacy. Collaboration with colleagues directly affected service innovation, while collaboration with customers indirectly affected service innovation via creative self-efficacy. In addition, there was a significant difference between frontline and non-frontline employees in our research model. Specifically, the path from collaboration with customers to creative self-efficacy was stronger for frontline employees, and the path from creative self-efficacy to service innovation was stronger for non-frontline employees.Originality/valueThis study improves the understanding of the way in which different collaborative behaviours promote employees' creative self-efficacy and service innovation. Further, it is the first to identify the difference between frontline and non-frontline employees and it shows how the effects of collaborative behaviours differ between them in the context of fitness services.

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Value Co-Creation in Fitness Centers

Cited by 9 publications

References 45 publications

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

2021 Charles H. McCloy Lecture: “You’re Not in Kansas Anymore” by Charles H. McCloy

The roles of employee–employee collaboration and employee–customer collaboration in fitness service innovation: a comparison of frontline and non-frontline employees

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