... service failures) and negative behavioral intentions (i.e. switching intention). Design/methodology/approach The critical incident technique (CIT) was used to identify the conceptually categorized service failure types in the fitness industry, and then confirmatory factor analysis (CFA) and structural...

... for the journal and the field. Practical implications In conclusion, the option of staying fit is established as the most effective recruitment method for retaining clients at the sport centre. Originality/value This paper intends to do is to establish the bases of information and knowledge...

...Astin D. Vick; George Cunningham Purpose The purpose of this paper is to examine bias among White raters against racial minority women seeking employment in fitness organizations. Design/methodology/approach The authors conducted a 2 (applicant perceived racial identity) × 2 (applicant race...

...Olga Polyakova; Mohammed T Mirza Purpose – The purpose of this paper is to review the concept of perceived service quality in the fitness industry by considering the service-dominant logic (Vargo and Lusch, 2004) and examining existing service quality models in the context of sport and fitness...