Exploring service quality in the health and fitness industry

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MARC

Lagrosen, Stefan,1960-Högskolan Väst,Avd för företagsekonomi (author)

Exploring service quality in the health and fitness industry

Article/chapterEnglish2007

Publisher, publication year, extent ...

Emerald Group Publishing Limited,2007
printrdacarrier

Numbers

LIBRIS-ID:oai:DiVA.org:lnu-29757
https://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-29757URI
https://doi.org/10.1108/09604520710720665DOI
https://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-181URI

Supplementary language notes

Language:English
Summary in:English

Part of subdatabase

SwePubSwePub

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Subject category:ref swepub-contenttype
Subject category:art swepub-publicationtype

Notes

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.

Subject headings and genre

TEKNIK OCH TEKNOLOGIER Maskinteknik Annan maskinteknik hsv//swe
ENGINEERING AND TECHNOLOGY Mechanical Engineering Other Mechanical Engineering hsv//eng
SAMHÄLLSVETENSKAP Ekonomi och näringsliv Företagsekonomi hsv//swe
SOCIAL SCIENCES Economics and Business Business Administration hsv//eng
TEKNIK OCH TEKNOLOGIER Maskinteknik Produktionsteknik, arbetsvetenskap och ergonomi hsv//swe
ENGINEERING AND TECHNOLOGY Mechanical Engineering Production Engineering, Human Work Science and Ergonomics hsv//eng
SAMHÄLLSVETENSKAP Annan samhällsvetenskap Övrig annan samhällsvetenskap hsv//swe
SOCIAL SCIENCES Other Social Sciences Other Social Sciences not elsewhere specified hsv//eng
MEDICIN OCH HÄLSOVETENSKAP Hälsovetenskap Hälso- och sjukvårdsorganisation, hälsopolitik och hälsoekonomi hsv//swe
MEDICAL AND HEALTH SCIENCES Health Sciences Health Care Service and Management, Health Policy and Services and Health Economy hsv//eng
Fitness
quality management
sweden
Other social sciences
Övrig samhällsvetenskap
Health and medical services in society
Hälso- och sjukvård i samhället
Quality management
Kvalitetsutveckling

Added entries (persons, corporate bodies, meetings, titles ...)

Lagrosen, Yvonne,1966-Chalmers University of Technology(Swepub:hv)yla (author)
Högskolan VästAvd för företagsekonomi (creator_code:org_t)

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In:Managing Service Quality: Emerald Group Publishing Limited17:1, s. 41-530960-45291758-8030

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