The Intention-to-repurchase Paradox: A case of the Health and Fitness Industry
By Alain Ferrand, Leigh Robinson, P. Valette-Florence. 2010
141 citations recorded by the source corpus.
The article proposes a conceptual model to examine the relationships between service attributes, brand associations, customer satisfaction, commitment, price of membership, and intention to repurchase in a fitness club. The results show that the services offered by the club, its security, and the promoted image of the club impact positively on satisfaction. The customer relations at the club, customer commitment, and their frequency of weekly attendance have a positive direct effect on intention to repurchase. Perceived price has a negative direct influence. Finally, the research showed that overall satisfaction has a slight positive impact on frequency of attendance. These findings create a paradox for managers of health and fitness organizations who will have to balance the need to increase frequency of attendance to positively impact on intention to repurchase with the need to deliver the service attributes that affect satisfaction and intention to repurchase at high quality level.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/707650938cf28ab42979b07356848549a5618756
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In Organizational Behavior and Human Resource Management
Citations in the corpus
- A comparison of service evaluation models in the context of sport and fitness centres in Greece (2014, background): “…of the sport and fitness centre (Ferrand et al., 2010), leisure constraints and involvement (Alexandris, Kouthouris, Funk, & Chatzigianni, 2008); as well as other loyalty measures such as previous purchase behaviour, and intention to repurchase or revisit (Ferrand et al., 2010; Howat et al., 2008).”