Exploring the role of fitness instructors’ interaction quality skills in building customer trust in the service provider and customer satisfaction

Glaveli, Νiki; Papadimitriou, Dimitra; Καραγιώργος, Θωμάς; Alexandris, Kostas

doi:10.1080/16184742.2021.1928256

Cited by 26 publications

(57 citation statements)

References 56 publications

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“…These items evaluate customers' perceptions of how the fitness center adopts and implements new innovative services. Past research confirmed the satisfactory reliability and validity of this scale (Glaveli et al, 2021;Hollebeek and Rather, 2019).…”

Section: Methodsmentioning

confidence: 59%

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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: Methodsmentioning

confidence: 59%

“…, 2021). In the context of fitness service, customer-employee interactions have been identified as critical elements shaping customer experience (Glaveli et al. , 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

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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“…According to the researchers, customer satisfaction seems to be a reliable indicator of behavioral intention in this relationship (Eskiler & Altunışık, 2021). Many fitness studies have found a positive effect between customer satisfaction and behavioral intention (Chiu et al, 2019;Fernández-Martínez et al, 2020;Foroughi et al, 2019;García-Pascual et al, 2020Glaveli et al, 2021). Based on the literature, we propose the next hypothesis: H 9 .…”

Section: Relationship Between Perceived Value and Customer Satisfactionmentioning

confidence: 93%

“…(2011), Miao et al (2014), Petrick (2002), and Sweeney and Soutar (2001). Four items were used to measured customer satisfaction (CS; Yu et al, 2014;Zopiatis et al, 2017), and four items were used to measure behavioral intention (BI; Chiu et al, 2019;Fernández-Martínez et al, 2020;Foroughi et al, 2019;García-Pascual et al, 2020Glaveli et al, 2021). The scales were measured with a Likert-type scale (1, "strongly disagree" to 5, "strongly agree").…”

Section: Measurementsmentioning

confidence: 99%

Examining the Relationships Among Perceived Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention in Turkish Fitness Centers

Sevilmiş

ÖZDEMİR

Fernández

et al. 2022

Physical Culture and Sport. Studies and Research

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The purpose of this study is to analyze the relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention in Turkish fitness centers. The data were collected from 305 fitness customers (149 women and 156 men) using the quantitative method of a questionnaire. The main procedure of this study was to conceptualize fitness clubs’ perceived value as a multidimensional construct of four dimensions. Through a comprehensive review of the literature, a questionnaire was developed to measure perceived quality, perceived value, customer satisfaction, and behavioural intention, which took into consideration the unique characteristics of Turkish fitness centers. After examining the measurement properties by conducting confirmatory factor analysis and structural equation model analysis, the results revealed positive relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention. The findings showed that perceived quality was positively related to social value, functional value, emotional value, and economic value. Likewise, functional value and economic value were positively related to customer satisfaction, and social value and emotional value were not positively related to customer satisfaction. Finally, customer satisfaction was related to behavioral intentions. The implication for management is significant as it shows that quality management is important for the different dimensions of value. Therefore, sports managers must work on quality processes to achieve positive perceived quality and its consequences, such as perceived value or behavioral intentions. This chain of positive perceptions improves consumer loyalty.

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“…Sem margem para dúvidas, e independente da experiência profissional, é possível aos profissionais adaptarem a sua de forma de intervenção, para a aumentar a perceção da qualidade, satisfação e lealdade dos participantes (Campos et al, 2017;Glaveli et al, 2021;Rodrigues et al, 2020b;Teixeira et al, 2020). No entanto, convém reforçar que neste estudo são os níveis de pressão organizacionais ("de cima") que estão associados negativamente à satisfação das NPB dos profissionais, em concordância com investigação anterior e em diferentes contextos (e.g., educação física, treino desportivo e fitness), em que os profissionais são influenciados negativamente na sua motivação e atuação pelas pressões organizacionais (e.g.…”

Section: Discussionunclassified

Experiência profissional e formação académica dos profissionais de exercício físico: relação das pressões no trabalho com as necessidades psicológicas básicas no contexto laboral

Cerca

Teixeira²,

Carraça

et al. 2023

Retos

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A importância do setor fitness na oferta de oportunidades para a promoção do exercício está alicerçada em profissionais qualificados, competentes e responsáveis pela dinâmica de prescrição e motivação do exercício. Com base na teoria da autodeterminação, este estudo examinou a interação entre as pressões percecionadas no trabalho e a motivação em profissionais de fitness. Os dados foram coletados de 366 profissionais do exercício (172 mulheres), usando um desenho transversal. Questionários avaliando a Perceção da Pressão de Trabalho (PJP) (organizacional; interno e clientes) e a Satisfação das Necessidades Psicológicas Básicas (BPNS) foram preenchidos online. A análise correlacional e de regressão foi usada para testar o modelo hipotético. Os resultados demonstram não haver associação entre qualificação profissional e níveis de pressão na BPNS. No entanto, é importante destacar que os níveis de pressão organizacionais estiveram negativamente associados à satisfação do total da BPNS (autonomia, competência e relacionamento positivo). Mais anos de experiência foram associados a menores valores de pressão e maior satisfação da competência. Em relação ao gênero, pressões e sua relação na BPNS, os homens apresentam uma maior satisfação das BPNS. As pressões organizacionais apresentam associações negativas com a satisfação das BPNS nos profissionais. Os resultados têm implicações teóricas e práticas: os líderes devem estar cientes do impacto negativo da pressão organizacional e a associação negativa com a satisfação das BPNS. O desenvolvimento de equipas com profissionais mais jovens e experientes, com reconhecimento e remuneração adequados, deve ser implementado como uma estratégia inclusiva, transmitindo segurança e confiança no futuro do setor fitness. Palavras-chave: motivação do instrutor de fitness; teoria da autodeterminação; pressões de trabalho; identidade profissional.

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Exploring the role of fitness instructors’ interaction quality skills in building customer trust in the service provider and customer satisfaction

Cited by 26 publications

References 56 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

Examining the Relationships Among Perceived Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention in Turkish Fitness Centers

Experiência profissional e formação académica dos profissionais de exercício físico: relação das pressões no trabalho com as necessidades psicológicas básicas no contexto laboral

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