Service quality models in the context of the fitness industry

Olga Polyakova, Mohammed T Mirza

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

Purpose
This paper aims to reviews the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and examining existing service quality models in the context of sport and fitness.

Design/methodology/approach
The paper critically reviews generic and industry-specific models of service quality in the fitness industry. The examination of the models is intended to identify the role that the perspective of customers and the dynamics of service co-creation play in these models.

Findings
Consideration of the context in a particular industry plays an important role in the development of service quality models. If underestimated, it can result in a model being inadequate or having limited explanatory potential. The review shows that both generic and fitness industry-specific models have methodological and conceptual limitations. This requires researchers to consider developing new contextual models that acknowledge a) service as co-creation of experience/value between suppliers and customers; and, b) the goal of this co-creation as fulfilment of customers’ aspirations. Such an approach brings a new light to the meaning of ‘a customer’s perspective’ and emphasises the dynamics of service co-creation in the fitness industry.

Practical implications
The study provides an agenda for future research to consider perceived service quality models from the customers’ perspective. It suggests researchers to take into account various factors of consumer behaviour (e.g. motivation) which are unique to sport and fitness services. Also, managers of fitness facilities need to revisit their tools for capturing customers' perceptions and to update the areas included in customer satisfaction surveys.

Originality/value
The paper provides an insight into the role of co-creation for service quality in fitness services. It contributes towards establishing revised relations between service quality in fitness and contextual industry-specific factors suggested by numerous studies previously.
Original languageEnglish
Pages (from-to)360-382
Number of pages23
JournalSports, Business and Management
Volume6
Issue number3
DOIs
Publication statusPublished - 11 Jul 2016

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fitness
industry
sport
service quality
Fitness
Service quality
Industry
consumption behavior
services
Co-creation
methodology

Cite this

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title = "Service quality models in the context of the fitness industry",
abstract = "PurposeThis paper aims to reviews the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and examining existing service quality models in the context of sport and fitness.Design/methodology/approachThe paper critically reviews generic and industry-specific models of service quality in the fitness industry. The examination of the models is intended to identify the role that the perspective of customers and the dynamics of service co-creation play in these models.FindingsConsideration of the context in a particular industry plays an important role in the development of service quality models. If underestimated, it can result in a model being inadequate or having limited explanatory potential. The review shows that both generic and fitness industry-specific models have methodological and conceptual limitations. This requires researchers to consider developing new contextual models that acknowledge a) service as co-creation of experience/value between suppliers and customers; and, b) the goal of this co-creation as fulfilment of customers’ aspirations. Such an approach brings a new light to the meaning of ‘a customer’s perspective’ and emphasises the dynamics of service co-creation in the fitness industry.Practical implicationsThe study provides an agenda for future research to consider perceived service quality models from the customers’ perspective. It suggests researchers to take into account various factors of consumer behaviour (e.g. motivation) which are unique to sport and fitness services. Also, managers of fitness facilities need to revisit their tools for capturing customers' perceptions and to update the areas included in customer satisfaction surveys.Originality/valueThe paper provides an insight into the role of co-creation for service quality in fitness services. It contributes towards establishing revised relations between service quality in fitness and contextual industry-specific factors suggested by numerous studies previously.",
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author = "Olga Polyakova and Mirza, {Mohammed T}",
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Service quality models in the context of the fitness industry. / Polyakova, Olga; Mirza, Mohammed T.

In: Sports, Business and Management, Vol. 6, No. 3, 11.07.2016, p. 360-382.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Service quality models in the context of the fitness industry

AU - Polyakova, Olga

AU - Mirza, Mohammed T

N1 - Accepted date taken from Eprints HN 29/08/2017

PY - 2016/7/11

Y1 - 2016/7/11

N2 - PurposeThis paper aims to reviews the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and examining existing service quality models in the context of sport and fitness.Design/methodology/approachThe paper critically reviews generic and industry-specific models of service quality in the fitness industry. The examination of the models is intended to identify the role that the perspective of customers and the dynamics of service co-creation play in these models.FindingsConsideration of the context in a particular industry plays an important role in the development of service quality models. If underestimated, it can result in a model being inadequate or having limited explanatory potential. The review shows that both generic and fitness industry-specific models have methodological and conceptual limitations. This requires researchers to consider developing new contextual models that acknowledge a) service as co-creation of experience/value between suppliers and customers; and, b) the goal of this co-creation as fulfilment of customers’ aspirations. Such an approach brings a new light to the meaning of ‘a customer’s perspective’ and emphasises the dynamics of service co-creation in the fitness industry.Practical implicationsThe study provides an agenda for future research to consider perceived service quality models from the customers’ perspective. It suggests researchers to take into account various factors of consumer behaviour (e.g. motivation) which are unique to sport and fitness services. Also, managers of fitness facilities need to revisit their tools for capturing customers' perceptions and to update the areas included in customer satisfaction surveys.Originality/valueThe paper provides an insight into the role of co-creation for service quality in fitness services. It contributes towards establishing revised relations between service quality in fitness and contextual industry-specific factors suggested by numerous studies previously.

AB - PurposeThis paper aims to reviews the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and examining existing service quality models in the context of sport and fitness.Design/methodology/approachThe paper critically reviews generic and industry-specific models of service quality in the fitness industry. The examination of the models is intended to identify the role that the perspective of customers and the dynamics of service co-creation play in these models.FindingsConsideration of the context in a particular industry plays an important role in the development of service quality models. If underestimated, it can result in a model being inadequate or having limited explanatory potential. The review shows that both generic and fitness industry-specific models have methodological and conceptual limitations. This requires researchers to consider developing new contextual models that acknowledge a) service as co-creation of experience/value between suppliers and customers; and, b) the goal of this co-creation as fulfilment of customers’ aspirations. Such an approach brings a new light to the meaning of ‘a customer’s perspective’ and emphasises the dynamics of service co-creation in the fitness industry.Practical implicationsThe study provides an agenda for future research to consider perceived service quality models from the customers’ perspective. It suggests researchers to take into account various factors of consumer behaviour (e.g. motivation) which are unique to sport and fitness services. Also, managers of fitness facilities need to revisit their tools for capturing customers' perceptions and to update the areas included in customer satisfaction surveys.Originality/valueThe paper provides an insight into the role of co-creation for service quality in fitness services. It contributes towards establishing revised relations between service quality in fitness and contextual industry-specific factors suggested by numerous studies previously.

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KW - Motivation

KW - Co-creation

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DO - 10.1108/SBM-04-2014-0015

M3 - Article

VL - 6

SP - 360

EP - 382

JO - Sport, Business and Management: An International Journal

JF - Sport, Business and Management: An International Journal

SN - 2042-678X

IS - 3

ER -