An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context

References

• Ajzen , I. 1988 . Attitudes, personality and behaviour. , Chicago : Dorsey press .
   Google Scholar
• Alexandris , K. , Zahariadis , P. , Tsorbatzoudis , Ch. and Grouios , G. An empirical investigation into the role of the outcome dimension in measuring perceived service quality in a health club context . International Journal of Sport Management. , (in press).
   Google Scholar
• Alexandris , K. , Zahariadis , P. , Tsormpatzoudis , Ch. and Grouios , G. 2002 . Testing the sport commitment model in the context of exercise and fitness participation . Journal of Sport Behavior , 25 (3) : 217 – 231 .
   Google Scholar
• Alexandris , K. , Dimitriadis , D. and Kasiara , A. 2001 . Behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece . European Sport Management Quarterly , 1 (4) : 251 – 280 .
   Google Scholar
• Asubonteng , P. , McCleary , K. and Swan , J. 1996 . SERVQUAL revisited: A critical review of the service quality . Journal of Services Marketing , 10 (6) : 62 – 81 .
   Google Scholar
• Baker , D. and Crompton , J. 2000 . Quality, satisfaction and behavioural intentions . Annals of Tourism Research , 27 (3) : 785 – 804 .
   Google Scholar
• Bandura , A. 1997 . Self‐efficacy: The exercise of control. , NY : W.H. Freeman .
   Google Scholar
• Bentier , P.M. 1994 . EQS: Structural equations program manual. , Encino., CA : Multivariate software Inc .
   Google Scholar
• Berger , B. 1996 . Psychological benefits of an active life‐style: What we know and what we need to know. . QUEST , 48 ( 3 ) : 330 – 353 .
   Google Scholar
• Biddle , S. and Nigg , C. 2000 . Theories of exercise behaviour. . International Journal of Sport Psychology , 31 ( 2 ) : 290 – 304 .
   Google Scholar
• Bloemer , J. , de Ruyter , Ko and Wetzels , M. 1999 . Linking perceived service quality and service loyalty: A multi‐dimensional perspective . European Journal of Marketing , 33 (11/12) : 1082 – 1106 .
   Google Scholar
• Bollen , K.A. and Long , J.S. 1993 . Testing structural equation models. , Newbury Park, CA : Sage publications .
   Google Scholar
• Brady , M. and Cronin , J. 2001 . Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 July : 34 – 49 .
   Google Scholar
• Buttle , F. 1995 . SERVQUAL: Review, critique, research agenda. . European Journal of Marketing , 30 (1) : 8 – 32 .
   Google Scholar
• Byrne , B.M. 1994 . Structural equation modeling with EQS and EQS/windows: Basic concepts, applications and programming , Thousand Oaks, CA : Sage Publications .
   Google Scholar
• Carpenter , P. , Scanlan , T. , Simons , J. and Lobel , M. 1993 . A test of the sport commitment model using structural equation modeling . Journal of Sport and Exercise Psychology , 15 (2) : 119 – 133 .
   Google Scholar
• Caruana , A. 2002 . The effects of service quality and the mediating role of customer satisfaction. . European Journal of Marketing , 36 (7) : 1 – 14 .
   Google Scholar
• Chelladurai , P. and Chang , K. 2000 . Targets and standards of quality in sport services. . Sport Management Review , 3 : 1 – 22 .
   Google Scholar
• Corbin , C. 1981 . First things first, but don't stop there. . Journal of Physical Education, Recreation and Dance , 52 : 36 – 38 .
   Google Scholar
• Cronin , J. and Taylor , S. 1992 . Measuring service quality. A re‐examination and extension . Journal of Marketing , 56 July : 55 – 68 .
   Google Scholar
• Dabholkar , P. , Thorpe , D. and Rentz , O. 1996 . A measure of service quality in retail stores. . Journal of the Academy of Marketing Science (winter) , 24 : 3 – 16 .
   Google Scholar
• Dawson , K. , Gyurcsik , N. , Culos‐Reed , N. and Brawley , L. 2001 . “ Perceived control: A construct that bridges theories of motivated behaviour ” . In Advances in motivation in sport and exercise , Edited by: Roberts , G. 321 – 357 . Champaign, IL : Human Kinetics .
   Google Scholar
• Dishman , R. 2001 . The problem of exercise adherence: Fighting sloth in nations with market economies . QUEST , 53 (1) : 27 – 294 .
   Google Scholar
• Fishbein , M. 1963 . An investigation of the relationships between beliefs about and object and attitude toward the subject . Human Relations , 16 (3) : 233 – 239 .
   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
• Gronroos , C. 1990 . Service management and marketing: Managing the moments in truth in service competition. , Lexington, MA : Lexington Books .
   Google Scholar
• Gronroos , C. 1984 . A service quality model and its implication. . European Journal of Marketing , 18 (4) : 36 – 44 .
   Google Scholar
• Howat , G. , Crilley , G. , Absher , J. and Milne , L. 1996 . Measuring customer service quality in sport and leisure centers. . Managing Leisure , 1 (2) : 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 , 77 (2) : 42 – 64 .
   Google Scholar
• Hu , L. and Bentler , P. 1999 . Cuttoff criteria for fit indices in covariance structure analysis: conventional criteria versus new alternatives. . Structural Equation Modeling , 6 : 1 – 55 .
   Google Scholar
• Iwasaki , Y. and Havitz , M. 1998 . A path analytic model of the relationship between involvement, psychological commitment, and loyalty. . Journal of Leisure Research , 30 (2) : 256 – 280 .
   Google Scholar
• Kelley , S.W. and Turley , L.W. 2001 . Consumer perceptions of service quality attributes at sporting events. . Journal of Business Research , 54 (2) : 161 – 166 .
   Google Scholar
• Kerner , M. and Grossman , A. 2001 . Scale construction for measuring attitudes, beliefs, perception of control, and intention to exercise. . The Journal of Sports and Medical Physical Fitness , 41 (1) : 124 – 131 .
   Google Scholar
• Kim , D. and Kim , S. 1995 . QUESC: An instrument for assessing the service quality of sport centers in Korea. . Journal of Sport Management , 9 (2) : 208 – 220 .
   Google Scholar
• Lentell , R. 2000 . Untangling the tangibles: “Physical evidence” and customer satisfaction in local authority leisure centers. . Managing Leisure , 5 (1) : 1 – 16 .
   Google Scholar
• MacKay , K. and Crompton , J. 1990 . Measuring the quality of recreation services. . Journal of Park and Recreation Administration , 8 (2) : 47 – 56 .
   Google Scholar
• Markland , D. and Hardy , L. 1993 . The exercise motivations inventory: Preliminary development and validity of a measure of individuals’ reasons for participation in regular physical exercise. . Personality and Individual Differences , 15 (3) : 289 – 296 .
   Google Scholar
• McDonald , M. , Sutton , W. and Milne , G. 1995 . TEAMQUAL: Measuring service quality in professional team sports. . Sport Marketing Quarterly , 4 (2) : 9 – 15 .
   Google Scholar
• Mclver , J. and Carmines , E. 1994 . “ Unidimensional scaling ” . In Basic measurement , Edited by: Lewis‐Beck , S. M. 139 – 227 . London : Sage Publications .
   Google Scholar
• Milne , D. 1999 . “ Environmental determinants of adherence in applied sport psychology ” . In Adherence Issues in Sport and Exercise , Edited by: Bull , S. 197 – 220 . NY : John Wiley & Sons Ltd .
   Google Scholar
• Murray , K. 1991 . A test for services marketing theory: consumer information acquisition activities . Journal of Marketing , 55 Fall : 10 – 25 .
   Google Scholar
• Oliver , R. 1997 . Satisfaction: A behavioural perspective on the consumer. , New York : McGraw Hill .
   Google Scholar
• Papadimitriou , D. and Karteliotis , K. 2000 . The service quality expectations in private sport and fitness centers: A re‐examination of the factor structure. . Sport Marketing Quarterly , 9 (3) : 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 (1) : 12 – 40 .
   Google Scholar
• Park , S. 1996 . Relationships between involvement and attitudinal loyalty constructs in adult fitness programs. . Journal of Leisure Research , 28 (4) : 233 – 250 .
   Google Scholar
• Park , S. and Kim , Y. 2000 . Conceptualizing and measuring the attitudinal loyalty construct in recreational sport contexts. . Journal of Sport Management , 1 (3) : 197 – 207 .
   Google Scholar
• Pritchard , M. , Howard , D. and Havitz , M. 1992 . Loyalty measurement: A critical examination and theoretical extension. . Leisure Sciences , 14 (2) : 155 – 164 .
   Google Scholar
• Sawyer , S. and Smith , O. 1999 . The Management of clubs, recreation and sport: Concepts and applications. , Champaign, IL : Sagamore .
   Google Scholar
• Scanlan , T. , Simons , J. , Carpenter , P. , Schmidt , G. and Keeler , B. 1993 . The sport commitment model: Measurement development for the youth‐sport domain. . Journal of Sport and Exercise Psychology , 15 (1) : 16 – 38 .
   Google Scholar
• Shephard , R. 1996 . Habitual physical activity and quality of life. . QUEST , 48 : 354 – 365 .
   Google Scholar
• Siedentop , D. 1994 . Introduction to physical education, fitness and sport. , California : Mayfield .
   Google Scholar
• Smith , A. and Biddle , S. 1999 . Attitudes and exercise adherence: test of the theories of reasoned action and planned behaviour. . Journal of Sport Sciences , 17 (4) : 269 – 281 .
   Google Scholar
• Spreng , R. and Chiou , J. 2002 . A cross‐cultural assessment of the satisfaction formation process . European Journal of Marketing , 36 (7/8) : 1 – 8 .
   Google Scholar
• Spreng , R. and Mckoy , R. 1996 . An empirical examination of a model of perceived service quality and satisfaction. . Journal of Retailing (2) , 72 : 201 – 214 .
   Google Scholar
• Taylor , S. and Baker , T. 1994 . An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. . Journal of Retailing , 70 (2) : 163 – 178 .
   Google Scholar
• Tian‐Cole , S. , Crompton , J. and Wilson , V. 2002 . An empirical investigation of the relationships between service quality, satisfaction and behavioural intentions among visitors to a wildlife refuge. . Journal of Leisure Research , 34 (1) : 1 – 34 .
   Google Scholar
• Van Dyke , T. , Kappelman , L. and Prybutok , V. 1997 . Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire . MIS Quarterly , 21 June : 195 – 206 .
   Google Scholar
• Wakefield , K. and Blodgett , J. 1996 . The effect of the servicescape on customers’ behavioural intentions in leisure service settings. . Journal of Services Marketing , 10 : 45 – 61 .
   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
• Woodside , A. , Frey , L. and Daly , R.T. 1989 . Linking service quality, customer satisfaction, and behavioural Intention. . Journal of Health Care Marketing , 9 (4) : 5 – 17 .
   Google Scholar
• ZeithamI , V. A. and Bitner , M.J. 2003 . Services marketing: Integrating customer focus across the firm. , New York : McGraw‐Hill .
   Google Scholar
• ZeithamI , V. , Berry , L. and Parasuraman , A. 1996 . The behavioural consequences of service quality . Journal of Marketing , 60 April : 31 – 46 .
   Google Scholar