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Examining the Employee-Customer Chain in the Fitness Industry

Title: Examining the Employee-Customer Chain in the Fitness Industry.
Name(s): Makover, Bosmat, author
Kent, Aubrey, professor directing dissertation
Kamata, Akihito, outside committee member
Tenenbaum, Gershon, committee member
Mondello, Michael, committee member
Department of Sport Management, degree granting department
Florida State University, degree granting institution
Type of Resource: text
Genre: Text
Issuance: monographic
Date Issued: 2003
Publisher: Florida State University
Place of Publication: Tallahassee, Florida
Physical Form: computer
online resource
Extent: 1 online resource
Language(s): English
Abstract/Description: The purpose of this research was to develop and test a model of the relationship between contact-employees and customers in a sport organization based on the balanced scorecard framework (Kaplan & Norton, 1992, 1993) and the Sears' model (Rucci, Kirn, & Quinn, 1998). Specifically, the model proposed that employee attitudes (self-efficacy, organizational commitment and job satisfaction) and behaviors (in-role job performance and organizational citizenship behaviors) impact customer level outcomes (perceived service quality, customer satisfaction and loyalty). Data were collected from contact-employees (n = 112) and customers (n = 303) representing 20 fitness clubs in South Florida. Linear hierarchical regressions followed by Structural Equation Modeling analysis were performed to evaluate the fit of the model to the data. The results provided support for the proposed model as employee attitudes predicted employee behaviors, and customer perceived service quality predicted customer satisfaction and loyalty. Moreover, employee variables account for 54% of the customer perceived service quality variance, and 83% of the customer loyalty total variance. Managerial implications and directions for further research are discussed.
Identifier: FSU_migr_etd-2781 (IID)
Submitted Note: A Dissertation submitted to the Department of Sport Management, Recreation Management, and Physical Education in partial fulfillment of the requirements for the degree of Doctor of Philosophy.
Degree Awarded: Fall Semester, 2003.
Date of Defense: November 6, 2003.
Keywords: Self-Efficacy, Orgainzational Commitment, Job Satisfaction, Customer Satisfaction, Perceived Service Quality, In-Role Performance, Customer Loyalty, Fitness Industry, Sears' Model, Balanced Scorecard, organizational behavior, Sport Management
Bibliography Note: Includes bibliographical references.
Advisory Committee: Aubrey Kent, Professor Directing Dissertation; Akihito Kamata, Outside Committee Member; Gershon Tenenbaum, Committee Member; Michael Mondello, Committee Member.
Subject(s): Sports sciences
Persistent Link to This Record:
Owner Institution: FSU

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Makover, B. (2003). Examining the Employee-Customer Chain in the Fitness Industry. Retrieved from