000			02034naa a2200205uu 4500
001			9092314180237
003			OSt
005			20190211165519.0
008			090923s2009 xx ||||gr |0|| 0 eng d
100	1		_aMOXHAM, Claire _934705
245	1	0	_aExamining the development, delivery and measurement of service quality in the fitness industry : _ba case study
260			_aUK : _bRoutledge, _cmai./jun. 2009
520	3		_aThe health and fitness market has been described as blandly premium as there is little differentiation between service offerings indicating that there is opportunity for competitive advantage to be achieved by focusing on quality. The constituents of service quality in the fitness industry have received relatively little research attention despite the growth of the sector. This paper presents a case study of a leading UK fitness club and examines the development, delivery and measurement of quality and how this is used to obtain a competitive advantage. The study documents the development of quality policy at a corporate level and illustrates how this policy is successfully delivered and measured by staff at an operational level. The findings show that performance measurement against targets and standards is a crucial aspect of delivering a high quality service in the fitness environment, and that measures of retention rates, adherence to professional standards and adherence to internal targets are used to support the organisation's quality strategy. The paper concludes by considering how the findings of the study can be used to assist academics and managers in developing meaningful standards of quality in this important and expanding sector.
590			_aservice quality; fitness industry; performance measurement
700	1		_aWISEMAN, Faye _937778
773	0	8	_tTotal Quality Management & Business Excellence _g20, 5-6, p. 467-482 _dUK : Routledge, mai./jun. 2009 _xISSN 14783363 _w
942			_cS
998			_a20090923 _b1418^b _cDaiane
998			_a20091009 _b1323^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c30127 _d30127
041			_aeng