Exploring service quality in the health and fitness industry

Exploring service quality in the health and fitness industry Purpose – The purpose of the paper is to discover quality dimensions for the health‐and‐fitness industry and to examine the salient aspects of the quality‐management practices of organisations in this industry. Design/methodology/approach – The research in this paper uses a grounded‐theory approach to a multiple case study of 15 companies in the Swedish health‐and‐fitness industry. Qualitative methods in the form of in‐depth interviews and observation are utilised for data collection. Findings – The paper finds that a framework for fitness quality management is developed and presented. The quality dimensions are found to be “pleasure”, “mental change”, and “physical change”. The main enablers are defined as “relational competence” and “technical competence”. Other indirect enablers are also identified and described. Research limitations/implications – The paper shows that because the framework is based on qualitative data collection, the relationships are not quantified. This could be an objective of further research. Practical implications – The framework presented in this paper is useful for managers of fitness companies when designing and managing their activities. Originality/value – The paper presents a novel framework of the salient features of quality in fitness services – an industry that has received little scholarly attention in the past. This research also contributes to the general understanding of service quality, and demonstrates the usefulness of inductive qualitative methodology in this regard. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Exploring service quality in the health and fitness industry

Managing Service Quality, Volume 17 (1): 13 – Jan 30, 2007

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Publisher
Emerald Publishing
Copyright
Copyright © 2007 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520710720665
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of the paper is to discover quality dimensions for the health‐and‐fitness industry and to examine the salient aspects of the quality‐management practices of organisations in this industry. Design/methodology/approach – The research in this paper uses a grounded‐theory approach to a multiple case study of 15 companies in the Swedish health‐and‐fitness industry. Qualitative methods in the form of in‐depth interviews and observation are utilised for data collection. Findings – The paper finds that a framework for fitness quality management is developed and presented. The quality dimensions are found to be “pleasure”, “mental change”, and “physical change”. The main enablers are defined as “relational competence” and “technical competence”. Other indirect enablers are also identified and described. Research limitations/implications – The paper shows that because the framework is based on qualitative data collection, the relationships are not quantified. This could be an objective of further research. Practical implications – The framework presented in this paper is useful for managers of fitness companies when designing and managing their activities. Originality/value – The paper presents a novel framework of the salient features of quality in fitness services – an industry that has received little scholarly attention in the past. This research also contributes to the general understanding of service quality, and demonstrates the usefulness of inductive qualitative methodology in this regard.

Journal

Managing Service QualityEmerald Publishing

Published: Jan 30, 2007

Keywords: Quality management; Fitness; Sweden

References

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