Comeback workout: QM practices and the health and fitness industry

Abstract

Purpose The purpose of this paper is to provide a theoretical model for the relationship between quality management (QM) practices and the health and fitness industry through two competencies, including relational competence (RC) and technical competence (TC). Design/methodology/approach Drawing from the resource-based view and the relational competence theory, this paper seeks a further understanding of the conceptual link between QM practices and the health and fitness industry. Findings This paper proposes that RC and TC will positively mediate the relationship between QM practices and customers’ behavioral intentions to use the health and fitness service. Research limitations/implications This paper provides an integrated perspective to the health and fitness industry. More specifically, this paper suggests that QM practices can be applicable to customers’ behavioral intentions to use the health and fitness service. This paper also provides a solid conceptual foundation through which managers in the health and fitness industry put more effort in developing the relationship with customers. An empirical investigation might be needed for future study. Practical implications This paper suggests that managers and employees in the health and fitness industry need to provide a sustained and consistent effort into maintaining the interaction with customers. This paper also suggests that the use of QM practices can be related to customer perception (e.g. boosting behavioral intentions toward service providers) and can provide sustainable competitive advantage in the health and fitness industry. Originality/value This paper extends current understanding of QM practices and the health and fitness industry by providing a conceptual framework regarding how QM practices are related to the health and fitness industry through RC and TC.

The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

“…The conceptual model of the study illustrated in Figure 2 the dimensions of TQM practices were adopted from the following studies: Cha (2019), Salhieh and Abu-Doleh (2015), Wu (2015), Shan et al (2013), Talib et al (2013), Zwain (2012), Ismail Ababaneh (2010), Zeng et al (2007) and Lakhal et al (2006). Leadership and management commitment; customer focus; people management; strategic planning; processes management; rewards and recognition; and employee involvement all acted as the independent variables.…”

How customer knowledge management helps retain fitness club members: a mediating effect of relationship quality

“…The marketing for a club is to create an exchange in which members can exchange money for goods and services from the club (Perdue and Koenigsfeld, 2012). Earlier studies in the marketing literature of fitness clubs mainly focused on service quality and customer satisfaction as the antecedents of customer loyalty and membership retention (Athanasopoulou et al, 2013;Cha, 2019;Lim et al, 2016;Stauss et al, 2001). These studies focused on what fitness clubs as service providers can bring to members to influence members' behavioural intentions.…”

Applying design of experiments to optimize the performance level of a curling sport team

“…Literature suggests that quality management and continuous improvement programs are not limited to traditional sectors alone (Cha, 2019), but also apply to non-profit sports organizations (Sreedharan et al, 2017;De Knop et al, 2004). De Knop et al (2004) manifested the successful deployment of TQM in Flemish sports clubs.…”