857
Views
16
CrossRef citations to date
0
Altmetric
Original Articles

A prediction model of retention in a Spanish fitness centre

, , , &

REFERENCES

  • Alcaide, J. C. (2010). Fidelización de clientes. Madrid: Esic. Editorial.
  • Alexandris, K., Dimitriadis, N., & Kasiara, A. (2001). The behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece. European Sport Management Quarterly, 1(4), 280–299. doi: 10.1080/16184740108721903
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36–52. doi: 10.1080/16184740408737466
  • Assael, H. (1999). Comportamiento del consumidor. México: Editorial Internacional Thomson Editores.
  • Avourdiadou, S., & Theodorakis, N. D. (2014). The development of loyalty among novice and experienced customers of sport and fitness centres. Sport Management Review, 17(4), 419–431. doi: 10.1016/j.smr.2014.02.001
  • Baena, M. J., García, J., Bernal, A., & Lara, A. (2013). Influencia del valor percibido en la fidelidad de los clientes de actividades virtuales frente a las actividades con técnico en centros de fitness. / Influence of perceived value on loyalty costumers in virtual fitness versus fitness group activities in fitness centres. Revista Kronos, 12(1), 65–73.
  • Bedford, P. (2009). Retain & Gain: Keeping Your Members Engaged. Paper presented at the global perspective: Challenges & opportunities for membership growth & retention, San Francisco.
  • Bernal, A. (2013). Fidelización de clientes en organizaciones deportivas: calidad, valor percibido y satisfacción como factores determinantes. Sevilla: Universidad de Sevilla.
  • Bernhardt, K. L., Donthu, N., & Kennett, P. A. (2000). A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47(2), 161–171. doi: 10.1016/S0148-2963(98)00042-3
  • Blattberg, R. C., Getz, G., & Thomas, J. S. (2001). Customer equity: Building and managing relationships as valuable assets. Boston: Harvard Business Press.
  • Blázquez Manzano, A., & Feu Molina, S. (2012). Motivos de inscripción, permanencia y satisfacción en un programa de actividad física de mantenimiento para mujeres mayores. Cuadernos de psicología del deporte, 12(1), 79–92. doi: 10.4321/S1578-84232012000100007
  • Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15(3), 156–162. doi: 10.1016/j.jretconser.2007.11.004
  • Bodet, G. (2012). Loyalty in sport participation services: An examination of the mediating role of psychological commitment. Journal of Sport Management, 26(1), 30–42. doi: 10.1123/jsm.26.1.30
  • Bolton, R., Kannan, P., & Bramlett, M. (2000). Implications of loyalty program membership and service experiences for customer retention and value. Journal of the Academy of Marketing Science, 28(1), 95–108. doi: 10.1177/0092070300281009
  • Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217. doi: 10.1108/09596110110395893
  • Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study. Journal of Business Research, 51(1), 53–60. doi: 10.1016/S0148-2963(99)00041-7
  • Bryman, A. (2015). Social research methods. Oxford: Oxford University Press.
  • Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8), 811–828. doi: 10.1108/03090560210430818
  • Casal, C. A., Losada, J. L., & Ardá, T. (2015). Análisis de los factores de rendimiento de las transiciones ofensivas en el fútbol de alto nivel. Revista de Psicología del Deporte, 24(1), 103–110.
  • Casper, J. (2007). Sport commitment, participation frequency and purchase intention segmentation based on age, gender, income and skill level with us tennis participants. European Sport Management Quarterly, 7(3), 269–282. doi: 10.1080/16184740701511110
  • Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. doi: 10.1509/jmkg.65.2.81.18255
  • Chen, C. Y., Lin, Y. H., & Stotlar, D. K. (2006). Marketing information system in fitness clubs. International Journal of Eastern Sports & P.E., 4(1).
  • Chen, S., & Quester, P. G. (2006). Modeling store loyalty: Perceived value in market orientation practice. Journal of Services Marketing, 20(3), 188–198. doi: 10.1108/08876040610665643
  • Clemes, M. D., Brush, G. J., & Collins, M. J. (2011). Analysing the professional sport experience: A hierarchical approach. Sport Management Review, 14(4), 370–388. doi:10.1016/j.smr.2010.12.004
  • Clemes, M. D., Gan, C., & Ren, M. (2011). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality and Tourism Research, 35(4), 530–568. doi: 10.1177/1096348010382239
  • Colmenares, O. A., & Saavedra, J. L. (2007). Aproximación teórica de la lealtad de marca: enfoques y valoraciones. Cuadernos de Gestión, 7(2), 69–81.
  • Costa, R. J. G. (2011). Determinantes da lealdade do cliente no health & fitness. Lisboa: Universidade técnia de Lisboa.
  • Costa-Ferreira, C. M. (2012). Um estudo sobre fidelização e retenção de clientes na área do fitness. Castelo Branco: Instituto Politécnico de Castelo Branco.
  • Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 24(4), 404–411. doi: 10.2307/3151388
  • Cunningham, R. M. (1956). Brand loyalty: What, where, how much? Harvard Business Review, 36, 116–128.
  • Daryanto, A., De Ruyter, K., Wetzels, M., & Patterson, P. G. (2010). Service firms and customer loyalty programs: A regulatory fit perspective of reward preferences in a health club setting. Journal of the Academy of Marketing Science, 38, 604–616. doi: 10.1007/s11747-009-0165-x
  • Delgado, E. (2004). Estado actual de la investigación sobre lealtad de marca: una revisión teórica. Revista de Dirección, Organización y Administración de Empresas, 30, 16–24.
  • Dick, A., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. doi: 10.1177/0092070394222001
  • Dimitriades, Z. (2006). Customer satisfaction, loyalty and commitment in service organizations. Management Research News, 29, 782–800. doi: 10.1108/01409170610717817
  • East, R., Gendall, P., Hammond, K., & Lomax, W. (2005). Consumer loyalty: Singular, additive or interactive? Australasian Marketing Journal (AMJ), 13(2), 10–26. doi: 10.1016/S1441-3582(05)70074-4
  • Europe Active. (2015). An overwiew of the European health & fitness market report 2015. Retrieved from Brussels: http://www.europeactive.eu/why-ereps
  • European Comission. (2014). Sport and physical activity, special Eurobarometer 412. Belgium: European Commission.
  • Fay, C. J. (1994). Royalties from loyalties. Journal of Business Strategy, 15(2), 47–51. doi: 10.1108/eb039626
  • Fernández, J. J., & Rodríguez, J. C. (2008). Los orígenes del fracaso escolar en España. Un estudio empírico. Madrid: Cajamar.
  • Ferrand, A., Robinson, L., & Valette-Florence, P. (2010). The intention-to-repurchase paradox: A case of the health and fitness industry. Journal of Sport Management, 24(1), 83–105. doi: 10.1123/jsm.24.1.83
  • Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64(3), 65–87. doi: 10.1509/jmkg.64.3.65.18028
  • Garbarino, E., & Johnson, S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63, 70–87. doi: 10.2307/1251946
  • Garcia, J. (2012). La fidelidad de clientes en centros de fitness privados españoles. La cadena de creación y percepción de valor. Sevilla: Universidad de Sevilla.
  • García Ferrando, M., & Llopis, R. (2011). Encuesta sobre los hábitos deportivos en España 2010 (Primera ed.). Madrid: Centro de Investigaciones sociológicas. CSD.
  • García, J., Fernández, J., & Bernal, A. (2014). Perceived quality and loyalty in low-cost fitness center clients. Suma Psicológica, 21(2), 123–130. doi: 10.1016/S0121-4381(14)70015-3
  • García, M. V., Alvarado, J. M., & Jiménez, A. (2000). La predicción del rendimiento académico: Regresión lineal versus regresión logística. Psicothema, 12 (Suplemento), 248–252.
  • Green, S. B., & Salkind, N. J. (2010). Using SPSS for Windows and Macintosh: Analyzing and understanding data. Upper Saddle River, NJ: Prentice-Hall Press.
  • Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42. doi: 10.1108/09564239610129931
  • Harrell, F. E., Jr, Lee, K. L., Califf, R. M., Pryor, D. B., & Rosati, R. A. (1984). Regression modelling strategies for improved prognostic prediction. Statistics in Medicine, 3(2), 143–152. doi: 10.1002/sim.4780030207
  • Hennig-Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14(8), 737–764. doi: 10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F
  • Hightower, R., Brady, M. K., & Baker, T. L. (2002). Investigating the role of the physical environment in hedonic service consumption: An exploratory study of sporting events. Journal of Business Research, 55(9), 697–707. doi: 10.1016/S0148-2963(00)00211-3
  • Hillsdon, M. (2001). Winning the retention battle. London: Fitness Industry Association.
  • Hosmer, D. W., & Lemeshow, S. (2004). Applied logistic regression. Hoboken, NJ: John Wiley & Sons.
  • Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16(3), 268–284. doi:10.1016/j.smr.2012.10.001
  • Howat, G., & Assaker, G. (2016). Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia. Sport Management Review, 19(5), 520–535. doi: 10.1016/j.smr.2016.04.002
  • Hurley, T. (2004). Managing customer retention in the health and fitness industry: A case of neglect. Irish Marketing Review, 17(1/2), 23–29.
  • Hurley, T. (2006). Customer exit: An analysis of why members discontinue membership of health clubs. National Fitness News, 9(3), 38–39.
  • International Health, R. S. A. (2012). IHRSA Member retention report. Retrieved from Boston: http://download.ihrsa.org/pubs/2012_IHRSA_Retention_Guide.pdf
  • International Health, R. S. A. (2014). The IHRSA Global Report 2014. Retrieved from Boston: http://www.ihrsa.org/blog/2014/5/27/2014-ihrsa-global-report-is-out-in-pdf.html
  • Ishida, C., & Keith, J. (2006). Social exchange perspective on consumer loyalty. Paper presented at the American Marketing Association.
  • Iwasaki, Y., & Havitz, M. E. (2004). Examining relationships between leisure involvement, psychological commitment and loyalty to a recreation agency. Journal of Leisure Research, 36(1), 45–72.
  • Javadein, S., Khanlari, A., & Estiri, M. (2008). Customer loyalty in the sport services industry: The role of service quality, customer satisfaction, commitment and trust. International Journal of Human Sciences, 5(2), 1–19.
  • Keller, K. L., & Lehmann, D. (2006). Brands and branding: Research findings and future priorities. Maketing Sicence, 25(5), 740–759.
  • Kotler, P. (2003). Los 80 conceptos esenciales de Marketing de la A a la Z. Madrid: Pearson Educación, SA.
  • Leon, M. A., & Linares, E. M. (2014). La regresión logística binaria como instrumento para la predicción de deterioro inmunológico a partir de indicadores nutricionales en personas con VIH/SIDA. Revista investigacion operacional, 35(1), 35–48.
  • Lin, P. (2004). Research of Service Quality, Customer Satisfaction, and Customer Loyalty in Taipei Sports Center (Master Dissertation). National Pingtung University of Education, Pingtung, Taiwan.
  • Liu, Y. C. (2008). An analysis service quality, customer satisfaction and customer loyalty of commercial swim clubs in Taiwan. Daphne: United States Sports Academy.
  • Luna-Arocas, R., & Li-Ping Tang, T. (2005). The use of cluster analysis to segment clients of a sport center in Spain. European Sport Management Quarterly, 5(4), 381–413. doi: 10.1080/16184740500430256
  • Lutz, R. (1991). The role of attitude theory in marketing. HH. Kassarjian y T.S. Robertson, Perspectives in consumer behavior. Englewood Cliffs: Prentice-Hall International.
  • MacIntosh, E., & Law, B. (2015). Should I stay or should I go? Exploring the decision to join, maintain, or cancel a fitness membership. Managing Sport and Leisure, 20(3), 191–210. doi: 10.1080/23750472.2015.1025093
  • Martinez, J., de Borja, L., & Carvajal, P. (1999). Fidelizando Clientes: detectar y mantener al cliente leal. Barcelona: Gestión 2000.
  • Martín, D. (2005). Determinantes estratégicos de la fidelidad del turista en destinos maduros. La Laguna: Universidad de La Laguna.
  • McCarthy, J. (2004). 10 characteristics of high-retention clubs. Retrieved from Boston.
  • McCarthy, J. (2007). IHRSA’s Guide to Membership Retention. Retrieved from Boston: https://www.ihrsastore.com/p-3733-ihrsas-guide-to-membership-retention-industry-lessons-on-what-and-what-not-to-do-spanish-version.aspx
  • McDonald, H., Karg, A. J., & Leckie, C. (2014). Predicting which season ticket holders will renew and which will not. European Sport Management Quarterly, 14(5), 503–520. doi: 10.1080/16184742.2014.944199
  • Ministerio de Educación, C. y. D. (2015). Anuario de Estadisticas Deportivas. Secretaria General Tecnica. Subdirección General de Comunicación y Publicaciones Retrieved from http://www.mecd.gob.es/servicios-al-ciudadano-mecd/dms/mecd/servicios-al-ciudadano-mecd/estadisticas/deporte/anuario-deporte/Anuario_de_Estadisticas_Deportivas_2015.pdf
  • Neal, W. D. (1999). Satisfaction is nice, but value drives loyalty. Marketing Research, 11(1), 20–23.
  • Odin, Y., Odin, N., & Valette-Florence, P. (2001). Conceptual and operational aspects of brand loyalty: An empirical investigation. Journal of Business Research, 53(2), 75–84. doi: 10.1016/S0148-2963(99)00076-4
  • Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44. doi: 10.2307/1252099
  • Olsen, S. O. (2007). Repurchase loyalty: The role of involvement and satisfaction. Psychology and Marketing, 24(4), 315–341. doi: 10.1002/mar.20163
  • Ortega, E., & Recio, M. (1997). Fidelización de clientes y marketing de relaciones. Investigación y Marketing, 57, 33–40.
  • Park, S. H. (1996). Relationships between involvement and attitudinal loyalty constructs in adult fitness programs. Journal of Leisure Research, 28(4), 233–251.
  • Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of Service Industry Management, 8(5), 414–434. doi: 10.1108/09564239710189835
  • Reichheld, F. (1996). The loyalty effect: The hidden forces behind growing, profits and final worth. Barcelona: Ariel.
  • Reichheld, F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68, 105–111.
  • Rincón, D. A., Valero, J. F., & Eslava-Schmalbach, J. (2008). Construcción y validación de un modelo predictivo de hipotermia intraoperatoria. Revista Española de Anestesiología y Reanimación, 55(7), 401–406. doi: 10.1016/S0034-9356(08)70610-8
  • Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215. doi: 10.1016/0022-4359(93)90003-2
  • Segarra, P. (2007). Influencia de la heterogeneidad del mercado en la intención de comportamiento del consumidor: Respuestas a la actividad relacional en la distribución del gran consumo. Tarragona: Universidad Rovira y Virgili.
  • Setó, D. (2003). La fidelidad del cliente en el ámbito de los servicios: Un análisis de la escala “intenciones de comportamiento”. Investigaciones Europeas de Dirección y Economía de la Empresa, 9(2), 189–204.
  • Sheeran, P. (2002). Intention—behavior relations: A conceptual and empirical review. European Review of Social Psychology, 12(1), 1–36. doi: 10.1080/14792772143000003
  • Söderlund, M. (2006). Measuring customer loyalty with multi-item scales. International Journal of Service Industry management, 17, 76–98. doi: 10.1108/09564230610651598
  • Steyerberg, E. W., Harrell, F. E., Borsboom, G. J. J. M., Eijkemans, M. J. C., Vergouwe, Y., & Habbema, J. D. F. (2001). Internal validation of predictive models. Journal of Clinical Epidemiology, 54(8), 774–781. doi: 10.1016/S0895-4356(01)00341-9
  • Tenga, A., Ronglan, L. T., & Bahr, R. (2010). Measuring the effectiveness of offensive match-play in professional soccer. European Journal of Sport Science, 10(4), 269–277. doi: 10.1080/17461390903515170
  • Teva, M. R. (2012). Motivos de abandono de clientes de una organización deportiva. Sevilla: Universidad Pablo de Olavide.
  • Trail, G. T., Anderson, D. F., & Fink, J. S. (2005). Consumer satisfaction and identity theory: A model of sport spectator conative loyalty. Sport Marketing Quarterly, 14(2), 98–111.
  • Triadó, X., & Aparicio, P. (2004). El tipo de cuota como variable de fidelización de ususarios en Entidades Deprotivas: Un reto actual de consecuencias futuras. Investigación y Marketing, 83, 31–38.
  • Valle, P. O., Silva, J. A., Mendes, J., & Guerreiro, M. (2006). Tourist satisfaction and destination loyalty intention: A structural and categorical analysis. International Journal of Business Science and Applied Management, 1(1), 25–44.
  • Watts, H. (2012). A psychological approach to predicting membership retention in the fitness industry. Worcester: University of Worcester.
  • Wei, P., Hung, H., Yang, H., & Jui, Y. (2010). Examination of the influence of service quiality on membership renewal in fitness centers in San Francisco Bay Area. Journal of Service Science, 3(2), 13–24.
  • Zeithaml, V., Berry, L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31–46. doi: 10.2307/1251929
  • Zeithaml, V., Bitner, M. J., & Gremler, D. D. (2009). Services marketing: Integrating customer focus across the firm. New York, NY: Mc Graw-Hill.
  • Zins, A. H. (1998). Antecedents of satisfaction and customer loyalty in the commercial airline industry. Paper presented at the 27th EMAC Conference Proceedings-Marketing Research and Practice.
  • Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models. International Journal of Service Industry Management, 12(3), 269–294. doi: 10.1108/EUM0000000005521

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.