The behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece

References

• Alexandris , K. and Palialia , E. 1999 . Measuring customer satisfaction in fitness centers in Greece: An exploratory study . Managing Leisure: An International Journal , 4 : 218 – 229 .
   Google Scholar
• Alexandris , K. , Papadopoulos , P. , Palialia , E. and Vasiliadis , T. 1999 . Customer satisfaction: A comparison between public and private sport and fitness clubs in Greece . European Journal of Sport Management , 6 : 1 – 14 .
   Google Scholar
• Backman , S. and Veldkamp , C. 1995 . Examining the relationship between service quality and user loyalty . Journal of Park and Recreation Administration , 13 : 29 – 41 .
   Google Scholar
• Bloemer , J. , Ko de Ruyter and Wetzels , M. 1999 . Linking perceived service quality and service loyalty: A multi‐dimensional perspective . Journal of Marketing , 33 : 1082 – 1106 .
   Google Scholar
• Boulding , W. , Kalra , A. , Staelin , R. and Zeithaml , V. A. 1993 . A dynamic process model of service quality: From expectations to behavioural intentions . Journal of Marketing Research , 30 : 7 – 27 .
   Web of Science ®Google Scholar
• Buttle , F. 1995 . SERVQUAL: Review, critique, research agenda . European Journal of Marketing , 30 : 8 – 32 .
   Google Scholar
• Crompton , J. , MacKay , K. and Fesenmaier , D. 1991 . Identifying dimensions of service quality in public recreation . Journal of Park and Recreation Administration , 9 : 15 – 27 .
   Google Scholar
• Cronin , J. and Taylor , S. 1992 . Measuring service quality: a re‐examination and extension . Journal of Marketing , 56 : 55 – 68 .
   Web of Science ®Google Scholar
• Forman , S.K. and Money , A. H. 1995 . Internal marketing: Concepts, measurement and application . Journal of Marketing Management , 11 : 755 – 768 .
   Google Scholar
• Fornell , C. , Johnson , D. , Anderson , W. , Cha , S. and Bryant , E. 1996 . The American customer satisfaction index: Nature, purpose, and findings . Journal of Marketing , 60 : 7 – 18 .
   Web of Science ®Google Scholar
• Gahwiler , P. and Havitz , M. 1998 . Toward a rational understanding of leisure social worlds, involvement, psychological commitment, and behavioural loyalty . Leisure Sciences , 20 : 1 – 23 .
   Web of Science ®Google Scholar
• Gavin , J. and Gavin , N. 1995 . Psychology for Health Fitness Professionals , Champaign, IL : Human Kinetics .
   Google Scholar
• Gerson , R. 1999 . Members for Life: Proven Service and Retention Strategies for Health — Fitness and Sports Clubs , Champaign, IL : Human Kinetics .
   Google Scholar
• Howat , G. , Crilley , G. , Absher , J. and Milne , L. 1996 . Measuring customer service quality in sport and leisure centers . Managing Leisure , 1 : 77 – 89 .
   Google Scholar
• Howat , G. , Murray , D. and Crilley , G. 1999 . The relationship between service problems and perceptions of service quality, satisfaction, and behavioural intentions of Australian public sports and leisure center customers . Journal of Park and Recreation Administration , 17 : 42 – 64 .
   Google Scholar
• Kelley , S.W. , Hoffman , K.D. and Davis , M. A. 1993 . A typology of retail failures and recoveries . Journal of Retailing , 69 : 429 – 452 .
   Web of Science ®Google Scholar
• Kelly , J. and Warnick , R. 1999 . Recreation Trends and Markets: The 21^st Century , Champaign, IL : Sagamore Publishing .
   Google Scholar
• Kettinger , J. and Lee , C. 1997 . Pragmatic perspectives on the measurement of information systems service quality . MIS Quarterly , 21 : 223 – 240 .
   Web of Science ®Google Scholar
• Kim , D. and Kim , S. 1995 . QUESC: An instrument for assessing the service quality of sport centres in Korea . Journal of Sport Management , 9 : 208 – 220 .
   Google Scholar
• Lentell , R. 2000 . Untangling the tangibles: “physical evidence” and customer satisfaction in local authority leisure centres . Managing Leisure , 5 : 1 – 16 .
   Google Scholar
• McDonald , M. , Sutton , W. and Milne , G. 1995 . TEAMQUAL: Measuring service quality in professional team sports . Sport Marketing Quarterly , 4 : 9 – 15 .
   Google Scholar
• MacKay , K. and Crompton , J. 1990 . Measuring the quality of recreation services . Journal of Park and Recreation Administration , 8 : 47 – 56 .
   Google Scholar
• Murray . 1991 . A test for services marketing theory: consumer information acquisition activities . Journal of Marketing , 55 : 10 – 25 .
   Web of Science ®Google Scholar
• Oliver , R. 1996 . Satisfaction: A Behavioural Perspective on the Consumer , New York : McGraw Hill .
   Google Scholar
• Oliver , R. 1999 . Whence consumer loyalty? . Journal of Marketing , 63 : 33 – 44 .
   Web of Science ®Google Scholar
• Papadimitriou , D. and Karteliotis , K. 2000 . The service quality expectations in private sport and fitness centres: A re‐examination of the factor structure . Sport Marketing Quarterly , 9 : 157 – 164 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. 1988 . SERVQUAL: Multiple‐item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
   Web of Science ®Google Scholar
• Park , S. 1996 . Relationships between involvement and attitudinal loyalty constructs in adult fitness programmes . Journal of Leisure Research , 28 : 233 – 250 .
   Web of Science ®Google Scholar
• Park , S. and Kim , Y. 2000 . Conceptualizing and measuring the attitudinal loyalty construct in recreational sport contexts . Journal of Sport Management , 14 : 197 – 207 .
   Web of Science ®Google Scholar
• Pritchard , M. , Howard , D. and Havitz , M. 1992 . Loyalty measurement: A critical examination and theoretical extension . Leisure Sciences , 14 : 155 – 164 .
   Web of Science ®Google Scholar
• Reichheld , F. and Sasser , W. 1990 . Zero defections — quality comes to services . Harvard Business Review , 68 : 105 – 111 .
   PubMed Web of Science ®Google Scholar
• Rosenberg , L. and Czepiel , J. 1983 . A marketing approach for consumer retention . Journal of Consumer Marketing , 1 : 45 – 51 .
   Google Scholar
• Sawyer , S. and Smith , O. 1999 . The Management of Clubs, Recreation and Sport: Concepts and Applications , Champaign, IL : Sagamore .
   Google Scholar
• Schneider , B. and Bowen , D. 1993 . The service organization: Human resource management is crucial . Organizational Dynamics , 21 : 39 – 52 .
   Web of Science ®Google Scholar
• Schiffman , L. and Kanuk , L. 2000 . Consumer Behaviour , 7th Edition , NJ : Prentice‐Hall .
   Google Scholar
• Teas , R.K. 1993 . Expectations, performance evaluation and consumer's perceptions of quality . Journal of Marketing , 57 : 18 – 34 .
   Web of Science ®Google Scholar
• Turley , L.W. and Kelley , S. W. 2001 . Consumer perceptions of service quality attributes at sporting events . Journal of Business Research , 54 : 161 – 166 .
   Google Scholar
• VanDyke , P. , Kappelman , A. and Prybutok , R. 1997 . Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire . MIS Quarterly , 21 : 195 – 206 .
   Web of Science ®Google Scholar
• Williams , C. 1998 . Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry? . Managing Leisure , 3 : 98 – 110 .
   Google Scholar
• Woratschek , H. 2000 . Measuring service quality in sports . European Journal of Sport Management , 7 : 22 – 43 .
   Google Scholar
• Wright , B. , Duray , N. and Goodale , T. 1992 . Assessing perceptions of recreation center service quality: An application of recent advancements in service quality research . Journal of Park and Recreation Administration , 10 : 33 – 47 .
   Google Scholar
• Zeithaml , V. A. 2000 . Service quality, profitability, and the economic worth of customers: What we know and what we need to learn . Journal of the Academy of Marketing Science , 28 : 67 – 85 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. and Bitner , M. J. 2000 . Services Marketing: Integrating Customer Focus Across the Firm , New York : McGraw‐Hill .
   Google Scholar
• Zeithaml , V. , Berry , L. and Parasuraman , A. 1996 . The behavioural consequences of service quality . Journal of Marketing , 60 : 31 – 46 .
   Web of Science ®Google Scholar