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Type of Document Dissertation Author Makover, Bosmat Author's Email Address bosmatmakover@hotmail.com URN etd-11072003-214756 Title Examining the Employee-Customer Chain in the Fitness Industry Degree Doctor of Philosophy Department Sport Management, Recreation Management, and Physical Education, Department of Advisory Committee
Advisor Name Title Aubrey Kent Committee Chair Akihito Kamata Committee Member Gershon Tenenbaum Committee Member Michael Mondello Committee Member Keywords
- Self-Efficacy
- Orgainzational Commitment
- Job Satisfaction
- Customer Satisfaction
- Perceived Service Quality
- In-Role Performance
- Customer Loyalty
- Fitness Industry
- Sears' Model
- Balanced Scorecard
- organizational behavior
- Sport Management
Date of Defense 2003-11-06 Availability unrestricted Abstract 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, Kirn, & 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.
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