Customers' expectations of service in Greek fitness centers. Gender, age, type of sport center, and motivation differences

Managing Service Quality

Volumn 15, Issue 3, 2005, Pages 245-258

  Afthinos, Yanni ^a   Theodorakis, Nicholas D ^b   Nassis, Pantelis ^a  

^a UNIVERSITY OF ATHENS   (Greece)

^b ARISTOTLE UNIVERSITY OF THESSALONIKI   (Greece)

Author keywords

Customer services quality; Fitness centres; Greece

Indexed keywords

EID: 19744366119     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520510597809     Document Type: Article

References (25)

1. Bitner, M.J. and Hubbert, A.R. (1994), "Encounter satisfaction versus overall satisfaction versus quality: The customer's voice", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, pp. 72-94.
2. Brislin, R.W. (1970), "Back-translation for cross-cultural research", Journal of Cross-cultural Psychology, Vol. 1 No. 13, pp. 185-216.
3. Chelladurai, P. and Chang, K. (2000), "Targets and standards of quality in sport services", Sport Management Review, Vol. 3, pp. 1-22.
4. Costa, G., Tzetzis, G. and Theodorakis, N. (1998), "Quality services in municipal recreation services", Proceedings of the 6th Congress of the European Association for Sport Management, Madeira, 30 September-4 October.
5. Evangellopoulos, J. (1993), "An analysis of the psychographic characteristics and situational factors that influence the behavior of sport consumers in Greece", unpublished dissertation, The Ohio State University, Columbus, OH.
6. Fornell, C. and Wernerfelt, B. (1987), "Defensive marketing strategy by customer complaint management: A theoretical analysis", Journal of Marketing Research, Vol. 24, November, pp. 337-46.
7. Foundation for Economic and Industrial Research (2002), Economic Impact of Sport in Greece, Foundation for Economic and Industrial Research, Athens.
8. Grönroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
9. Hartline, M.D. and Jones, K.C. (1996), "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions", Journal of Business Research, Vol. 35 No. 3, pp. 207-15.
10. Howat, G., Murray, D. and Crilley, G. (1999), "The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers", Journal of Park and Recreation Administration, Vol. 17 No. 2, pp. 42-64.
11. Howat, G., Absher, J., Crilley, G. and Milne, I. (1996), " Measuring customer service quality in sports and leisure centers", Managing Leisure, Vol. 1, pp. 77-89.
12. Jensen, J.B. and Markland, R.E. (1996), "Improving the application of quality conformance tools in service firms", Journal of Services Marketing, Vol. 10 No. 1, pp. 35-55.
13. Kim, D. and Kim, S.Y. (1995), "QUESC: An instrument for assessing the service quality of sport centers in Korea", Journal of Sport Management, Vol. 9 No. 2, pp. 208-20.
14. Kim, C. and Kim, S.Y. (1998), "Segmentation of sport center members in Seoul based on attitudes toward service quality", Journal of Sport Management, Vol. 12, pp. 273-87.
15. Kontou, M., Tzetzis, G. and Katartzi, E. (1999), "Exercise and physical activities of women participating in 'Sport for All' programs", Sport Performance and Health, Vol. 1 No. 4, pp. 370-82 (in Greek).
16. Manning, R.E. (1986), Studies in Outdoor Recreation, Oregon State University Press, Corvallis, OR.
17. Nachmias, D. and Nachmias, C. (1987), Research Methods in the Social Sciences, 3rd ed., St Martin's, New York, NY.
18. Papadimitriou, D. and Karteroliotis, K. (2000), "The service quality expectations in private sport and fitness centers: A reexamination of the factor structure", Sport Marketing Quarterly, Vol. 9 No. 3, pp. 157-64.
19. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implication for future research", Journal of Marketing, Vol. 49 Fall, pp. 41-50.
20. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 13-40.
21. Philip, G. and Hazlett, S. (1997), "The measurement of service quality: A new P-C-P attributes model", International Journal of Quality & Reliability Management, Vol. 14 No. 3, pp. 260-80.
22. Robinson, L. (1998), "Following the quality strategy: The reasons for the use of quality management in the UK public leisure services" Proceedings of the 6th Congress of the European Association for Sport Management, Madeira, 30 September-4 October.
23. Rogers, P. and Chaytor, S. (1994), Managing a Leisure Management Contract, Longman, London.
24. Zeithaml, V.A. (1987), "Defining and relating price, perceived quality and perceived value", Report, No. 87-101, Marketing Science Institute, Cambridge, MA.
25. Zeithaml, V.A. and Bitner, M.J. (1996), Service Marketing, The McGraw-Hill Companies, New York, NY.