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Author Makover, Bosmat
Title Examining the employee-customer chain in the fitness industry
book jacket
Descript 133 p
Note Source: Dissertation Abstracts International, Volume: 65-07, Section: A, page: 2539
Major Professor: Aubrey Kent
Thesis (Ph.D.)--The Florida State University, 2003
The purpose of this research was to develop and test a model of the relationship between contact-employees and customers in a sport organization based on the balanced scorecard framework (Kaplan & Norton, 1992, 1993) and the Sears' model (Rucci, Kim, & Quinn, 1998). Specifically, the model proposed that employee attitudes (self-efficacy, organizational commitment and job satisfaction) and behaviors (in-role job performance and organizational citizenship behaviors) impact customer level outcomes (perceived service quality, customer satisfaction and loyalty)
Data were collected from contact-employees (n = 112) and customers (n = 303) representing 20 fitness clubs in South Florida. Linear hierarchical regressions followed by Structural Equation Modeling analysis were performed to evaluate the fit of the model to the data
The results provided support for the proposed model as employee attitudes predicted employee behaviors, and customer perceived service quality predicted customer satisfaction and loyalty. Moreover, employee variables account for 54% of the customer perceived service quality variance, and 83% of the customer loyalty total variance. Managerial implications and directions for further research are discussed
School code: 0071
Host Item Dissertation Abstracts International 65-07A
Subject Education, Physical
Business Administration, Management
Alt Author The Florida State University
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