..., positively impact PS. PS then fully mediates the link between PSQ dimensions and CCB, while trust moderates the relationship between satisfaction and CCB. Originality/value This research introduces a novel perspective by demonstrating that older adults’ satisfaction with fitness centre service quality...

...) and duration of stay on fitness customers’ revisit frequency. Design/methodology/approach This is a quantitative study. The purposive sampling survey method was used to obtain samples from the Taipei Nangang Fitness Center. Data were analyzed by moderated regression analysis. Findings The empirical...

... delight and satisfaction. Furthermore, customer delight influenced customers’ satisfaction and behavioural intentions. Practical implications The findings of this study will help fitness centre managers to understand the importance of outcome quality and delight in addition to process quality...