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Total Quality Management & Business Excellence Volume 20, 2009 - Issue 5
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Original Articles

Examining the development, delivery and measurement of service quality in the fitness industry: A case study

Claire Moxham Manchester Business School, Booth Street West, Manchester, M15 6PB, UKCorrespondence[email protected]
&
Faye Wiseman Royal Air Force, Defence and Storage Distribution Agency, UK
Pages 467-482 | Published online: 04 Jun 2009

Citations (12)

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Read on this site (3)

Olga Polyakova & Girish Ramchandani. (2023) Perceived service quality among regular users of gyms in public sports centres in the UK. Managing Sport and Leisure 28:1, pages 35-54.
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Elsa Regina Monteiro Vieira & João José Ferreira. (2018) Strategic framework of fitness clubs based on quality dimensions: the blue ocean strategy approach. Total Quality Management & Business Excellence 29:13-14, pages 1648-1667.
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Tahir Albayrak & Meltem Caber. (2014) Symmetric and asymmetric influences of service attributes: the case of fitness clubs. Managing Leisure 19:5, pages 307-320.
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Articles from other publishers (8)

Ersin Eskiler & Remzi Altunışık. (2021) The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents. SAGE Open 11:2, pages 215824402110144.
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Behzad Foroughi, Mohammad Iranmanesh, Hassan F. Gholipour & Sunghyup Sean Hyun. (2019) Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia. International Journal of Sports Marketing and Sponsorship 20:3, pages 374-389.
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Gerard Masdeu Yélamos, Catherine Carty, Úna Moynihan & Breda ODwyer. (2019) The Universal Transformational Management Framework (UTMF). Journal of Entrepreneurship and Public Policy 8:1, pages 122-146.
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Susan (Sixue) Jia. (2018) Toward a better fitness club: Evidence from exerciser online rating and review using latent Dirichlet allocation and support vector machine. International Journal of Market Research 61:1, pages 64-76.
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Alkistis Papaioannou, Thanos Kriemadis, Panagiota Kapetaniou, Georgia Yfantidou & Anna Kourtesopoulou. 2018. Innovative Approaches to Tourism and Leisure. Innovative Approaches to Tourism and Leisure 417 432 .
Olga Polyakova & Mohammed T Mirza. (2016) Service quality models in the context of the fitness industry. Sport, Business and Management: An International Journal 6:3, pages 360-382.
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David Bamford & Benjamin Dehe. (2016) Service quality at the London 2012 games – a paralympics athletes survey. International Journal of Quality & Reliability Management 33:2, pages 142-159.
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Katri Kauppi, Claire Moxham & David Bamford. (2013) Should we try out for the major leagues? A call for research in sport operations management. International Journal of Operations & Production Management 33:10, pages 1368-1399.
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