顾客忠诚度及其驱动因素:基于体育健身服务业的实证研究

基于顾客体育健身消费情感的视角,结合体育健身服务业的行业背景,从服务质量、顾客价值、顾客满意、顾客忠诚4个维度设计22个封闭式问题对体育健身服务业顾客忠诚度的驱动因素进行测评.研究认为:体育健身服务业的顾客忠诚是多维度的,主要体现在推荐意向、购买意愿、价格容忍、抱怨行为四个方面;体育健身服务业的顾客忠诚程度主要表现在重复参与消费,而实现重复消费的前提是健身服务产品得到消费者的认可,使消费者对健身服务产品形成一定程度的偏好,消费者特征上的差异会影响顾客忠诚度的形成,服务质量、服务满意等对体育健身服务行业的忠诚度也产生相应的影响.     

体育健身休闲市场服务质量及测量的理论与方法研究

服务质量的好坏直接影响客户的满意度、忠诚度,最终影响到服务企业的收益。研究针对服务质量比较复杂和难于测量的特点,先对服务质量的维度、服务质量的测量、消费者满意度、消费者信任以及消费者忠诚度的理论进行综述,构建了服务质量测量的结构模型,再通过运用服务质量测定的4种模式,即SERVQUAL、SERVPERF、SERVIMQUAL、SERVIMPERF,分别进行服务质量的测定,计算出结构模型的拟合指标、因子载荷和T值、以及路径系数,通过比较找出拟合度最高的测量模型。研究结果表明,在体育消费行业中SERVPERF测量方式最适合用于服务质量的测量。解决了期望与表现两者之间差异的相关性问题。     

The hierarchical effects of perceived quality on perceived value,satisfaction, and loyalty: Empirical results from public,outdoor aquatic centres in Australia

Drawing on the literature on service quality, value, satisfaction, and loyalty, the present study assumes a hierarchical, multidimensional scheme for perceived quality focussing on four process dimensions of service quality. The aim of this study is to test a comprehensive model of perceived quality on loyalty in the context of public aquatic centres in Australia. Using partial least squares structural equation modelling (PLS-SEM) on a sample of 961 repeat customers of three outdoor public aquatic centres, results from this study reveal that four first-order process quality dimensions—facility presentation, core services, secondary services and staff—are significant in determining their higher-order perceived quality construct, with facility presentation and staff having the strongest influence. Moreover, the results of the present study indicate that overall satisfaction fully mediates the impact of perceived quality and perceived value on loyalty (behavioural intentions), with perceived quality having the strongest influence on overall satisfaction and loyalty. The present study provides an enhanced conceptualisation of the perceived quality construct in the context of public aquatic centres and contributes to the debate on the relationships among service quality, satisfaction, value, and loyalty in the sport and leisure context. In addition to strengthening theoretical understandings, the present study offers a service quality model that allows aquatic centre managers to identify specific attributes of the service that can be managed to influence loyalty more favourably.     

Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia

The role of service quality outcomes has often been understated in service quality models for participant sport and recreation. The aims of this study were to validate a range of outcome quality dimensions and to compare the relative influence on loyalty of outcome quality compared to process quality and value. Using data from 2109 customers of eight public aquatic centres in Australia the results validated four first-order outcome quality dimensions which in turn determined a higher-order outcome quality construct. Moreover, the results demonstrated that a process quality construct had the most significant impact on loyalty mediated by overall satisfaction, followed by outcome quality and value. These results provide both theoretical and practical insights in terms of managing service quality in the context of community sport and recreation in general and public aquatic centres in Australia, in particular.     

Repeat participation as a function of program attractiveness,socializing opportunities,loyalty and the sportscape across three sport facility contexts

Effects of sport facility services of program attractiveness, socializing opportunities customer loyalty, and the sportscape on frequency of participation at three different types of sport facilities; special purpose – health and fitness centers, single-purpose – tennis, golf or swim pool amenities, and multi-use – gymnasia were examined. The purpose of the study was to identify differences between, and effects on, participation at different types of participant sport facilities due to service quality. Data were collected on a sample of 1199 participants from a mid-sized east coast Australian city. Linear restrictions testing determined that the three sport facility types were significantly different in the ways in which the constructs affect repeat participation. The sportscape has the most impact on participation frequency at fitness facilities, and minimal impact on participation at multi-sport facilities. Implications for retaining customers at each facility type are discussed.     

The effects of service convenience and perceived quality on perceived value,satisfaction and loyalty in low-cost fitness centers

Due to its importance in fitness centers, a number of authors have explored and analyzed loyalty. However, two characteristics not yet examined are service convenience in fitness center chains and low-cost fitness centers (an emerging business model). In the present study, the authors sought to understand the relationship among perceived quality and service convenience on perceived value, satisfaction, and client loyalty in low-cost fitness centers. Clients (N = 763; 381 women and 382 men) from three low-cost Spanish fitness centers were surveyed, revealing a positive relationship among the variables studied. Findings demonstrate the importance of proper management of non-monetary sacrifices and perceived quality by the managers of these sport organizations, since client loyalty could depend on factors of these emerging sport models.     

基于全民健身的大学生体育健身服务平台构建

采用文献资料、问卷调查、专家访谈等研究方法,研究认为：大学生体育健身服务是全民健身服务体系的重要构成部分,主要依托于体育教学、课外体育活动与群体竞赛和运动训练等体育教育实践,以满足大学生的体育需要和全面提高大学生体质健康水平为最终目标,与阳光体育运动具有目标一致性,高校应把推广阳光体育运动和开展大学生体育健身服务紧密结合。通过对高校开展阳光体育运动的现状进行调查与分析,针对整体效果较差、大学生体育健身服务满意度较低等问题,从高校体育管理机制、组织运行、实时监督、实效性评价等方面构建了大学生体育健身服务的长效机制与坚实平台。     

我国健身俱乐部顾客满意度影响因素和测评体系的设计

采用文献资料和逻辑分析等研究方法,利用顾客满意度理论和健身健美理论,提出了健身俱乐部顾客满意度概念,识别和分析影响健身俱乐部顾客满意度的主要因素,包括健身产品和教练员专业技术水平、健身环境、服务质量、健身费用、健身安全、健身效果;尝试构建了适合我国健身俱乐部顾客满意度的模型;根据测评模型建立了相应的测评指标体系,指出权重确定与分配(运用优序图来评定各因素权重)是测评指标体系设计中的关键步骤,确定了满意度指标测量法(加权平均的方法)来计算各指标的测评方法。     

我国体育赛事观众满意与观众忠诚关系的研究——来自2015年武汉网球公开赛的数据

本文将消费者行为理论引入体育赛事研究中来,以2015年武汉网球公开赛现场观众为研究对象,通过问卷调查的方式,对我国体育赛事观众满意和观众忠诚之间的关系进行了实证研究,从微观层面探讨了体育赛事观众行为机制问题。研究发现我国体育赛事质量满意和体育赛事环境满意显著影响观众忠诚,同时性别在体育赛事环境满意与观众忠诚关系中起显著调节作用。     

社区体育服务居民满意度指数模型实证研究

尝试引入顾客满意理论,以面向居民满意为视角,根据社区体育服务的自身特征,通过合理选取变量并假设变量相关关系,建立了社区体育服务居民满意度指数模型,形成了一套测评社区体育服务居民满意度的理论和方法.通过实地调查收集数据进行实证研究,验证模型的合理性,并对实证研究结果进行分析,验证各变量之间的相关关系及对居民满意度的影响.使用"满意度-重要度"四分图进行分析社区体育服务的发展实况,据此提出促进社区体育服务发展的对策建议.     

健身俱乐部内部营销对服务质量影响的分析研究

以顾客为导向的健身俱乐部越来越强调内部营销对服务质量的重要性.研究目的是检测健身俱乐部不同职员身份对内部营销感知是否有差异;参与者对服务质量和反馈感知是否不同;职员的内部营销感知如何在健身俱乐部内影响服务质量.运用了2个量表,调查顾客量表(包含3个部分--人口统计学、服务质量和反馈)和雇员量表(还包括关于内部营销部分).统计分析运用了MANOVA和层次回归(HRA)方法.MANOVA分析结果显示,内部营销雇员感知没有显著性差异,但是组织成员(正式雇员、合同雇员和顾客)在服务质量和反馈感知存区明显不同.层次回归(HRA)分析结果表明,内部营销维度极大地影响内部服务质量,即内部营销影响内部服务质量感知.总之,内部营销也许在这项研究环境内存在,但内部营销技术没有影响顾客对服务质量感知.     

新冠疫情中网络体育健身视频用户持续使用意愿的影响因素及启示

面对新型冠状病毒肺炎疫情的爆发,网络体育健身视频成为体育抗疫的"急先锋",对其持续使用意愿影响因素进行分析可为推进体育产业和全民健身事业发展提供借鉴。基于使用与满足理论视角,通过问卷调查和结构方程模型构建影响因素研究模型,针对典型群体进行实证分析。结果表明:1)使用与满足理论适用于网络体育健身视频研究,并有着较强的解释力;2)信息需求、社交需求、好奇心的满足感正向影响网络体育健身视频用户的积极情绪获取;3)积极情绪显著正向影响网络体育健身视频用户的持续使用意愿。实践启示:1)提升网络体育健身视频信息质量;2)优化网络体育健身的社交功能;3)开发网络体育健身视频的眼球效应。     

职业体育球迷态度忠诚度影响因素的实证研究

通过对球队认同感、顾客满意度与态度忠诚度之间的关系进行分析,为制定职业体育市场营销策略提供参考.研究结果得出：球队认同感和顾客满意度的提升能显著增加球迷的认知品牌忠诚度,认知品牌忠诚度则能够显著提升球迷的情感品牌忠诚度,情感品牌忠诚度在一定条件下能够提升球迷的意向品牌忠诚度,球迷对职业体育品牌的信任会增加对该品牌的喜好程度,进而会增加对该品牌所提供产品的再购意愿等.     

Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality

The present study aimed to examine the relationships among service quality, satisfaction and spectators’ behavioural intentions, in the context of professional football. Using Gronroos’ (1984) theoretical framework, service quality was conceptualized in terms of technical (outcome) and functional (process-related) quality. Outcome quality was measured with two dimensions: game quality and team performance, while five dimensions were used to measure functional quality (tangibles, responsiveness, reliability, access and security). Three hundred and fifty (N = 350) spectators of a professional football game in Greece participated in the study. The results provided support of the two total service quality model used. Furthermore, outcome quality was shown to have a stronger influence on spectators’ satisfaction levels than functional quality; finally, satisfaction was shown to partially mediate the relationship between service quality and spectators’ behavioural intentions. These results contribute to our theoretical understanding of the factors that predict spectators’ loyalty in professional football. Sport marketing implications are also discussed.     

我国城乡体育公共服务组织与管理现状与对策研究？

为了解城乡体育公共服务组织与管理的情况,采用文献资料、问卷调查、访谈及统计分析等方法,分别对城市街道办事处干部、社区干部、居民和乡镇干部、行政村干部、农民进行调查,结果显示：城乡体育公共服务组织机构不健全,分管干部几乎没有;体育组织不完善;开展体育公共服务活动普遍偏少,且呈偶然性、不规律性;城乡干部对体育公共服务价值的认识趋同,但城乡之间差别很大;提供体育公共服务遇到的主要困难是缺少资金、缺乏场地器材及健身意识不强;城乡居民对体育公共服务的满意度低等。针对存在的主要问题,提出发展对策。     

我国商业体育健身俱乐部价值主张实现过程研究

价值主张（value proposition）是企业宣称其产品和服务能为消费者带来的独特价值，是客户所能感知到的一系列既得利益的总和。独特的价值主张是商业体育健身俱乐部开展市场与会员定位，吸引会员及其影响者的前提条件；价值信息的充分沟通是商业体育健身俱乐部保持长期客户关系的基础；提供消费价值最大体验是消费者评价俱乐部服务质量的一个核心标准。创造客户价值是商业健身俱乐部建立竞争优势的关键。     

大连市城乡居民健身休闲与体育消费调查分析

基于相应的国家规范,通过行业部门普查、抽样调查、统计分析以及满意度指数分析等一系列调查和分析研究方法,对大连市城乡居民健身休闲与体育消费进行调查。研究认为大连市群众性健身休闲活动成效显著;体育消费已实物型为主,参与型和观赏性体育消费为辅;时间不足是限制城乡居民参与体育健身活动的主要原因。建议进一步增加政府在群众性体育活动方面的投入;贯彻《全民健身条例》,普及全民健身活动,提高居民参与健身活动的积极性,促进体育消费以及体育产业发展与提升。     

体育赛事观众满意度影响因素的实证研究

目前,体育赛事营销成为体育产业中的热点问题。通过选取北京、上海、广州、沈阳、大连的观众作为实证研究对象,在回顾相关文献的基础上,运用因子分析、结构方程方法进行实证研究。得出研究结论:①体育赛事表现和服务质量对观众满意度有直接的正向影响;②体育赛事表现和服务质量通过赛事影响范围对观众满意度产生间接的正向影响。     

我国营利性体育健身中心( 俱乐部) 服务质量构成要素和评价 方法研究

运用文献资料与调研、因子分析及回归分析等方法,对我国营利性体育健身中心(俱乐部)服务质量构成要素和评价方法进行分析研究。研究结果:我国营利性体育健身中心(俱乐部)服务质量由服务项目与专业水平、设施与可靠性、(消费)结果质量、个性化服务和(俱乐部)环境5因素构成;在我国国情之下,修正我国体育健身行业SERVQUAL量表,并在具体运营健身企业中适用,表现出较为理想的应用效果。     

顾客接触理论在太原市营利性健身俱乐部的应用研究

顾客接触理论是一种先进的管理理念,已经在服务业得到了广泛的应用。文章通过对俱乐部顾客的问卷调查,对俱乐部经营者、员工的访谈,了解俱乐部在与顾客的全面接触中出现的问题,采用卡诺模型分析顾客对不同接触点的评价质量,最终实现运用顾客接触理论发现和探索当前健身俱乐部顾客管理中出现的不足,以期建立和发展良性的客户关系。