Olya, H. orcid.org/0000-0002-0360-0744, Taheri, B., Farmaki, A. et al. (1 more author) (2022) Modelling perceived service quality and turnover intentions in gender‐segregated environments. International Journal of Consumer Studies, 46 (1). pp. 200-217. ISSN 1470-6423
Abstract
This study extends current understanding of how gender shapes value co‐creation, perceived service quality and turnover intention within health and fitness clubs. Survey responses were collected from 485 fitness club customers in Iran. Partial least squares structural equation modelling (PLS‐SEM) was deployed to demonstrate the effects of predictor variables while fuzzy‐set qualitative comparative analysis (fsQCA) was used to identify combinations of value co‐creation behaviours capable of predicting model outcomes. Necessary condition analysis (NCA) was also employed to identify the value co‐creation factors required to achieve low turnover intentions and high service quality perceptions. Results reveal the moderating role of gender in shaping the complex combinations of value co‐creation factors leading to low turnover and high perceived quality; fsQCA findings demonstrate how this differs between male and female consumers. NCA findings suggest that fitness club managers should foster an interactive environment through advocacy programmes, promoting responsible behaviours and boosting tolerance, to encourage both male and female customers to participate in co‐creation processes. This is the first empirical study to apply complexity theory to explore whether service quality perceptions and turnover intentions vary across gender via structural and configurational modelling.
Metadata
Item Type: | Article |
---|---|
Authors/Creators: |
|
Copyright, Publisher and Additional Information: | © 2021 The Authors. This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made. |
Keywords: | advocacy; complexity theory; gender; sports marketing; value co-creation |
Dates: |
|
Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 17 Mar 2021 07:29 |
Last Modified: | 15 Feb 2022 13:38 |
Status: | Published |
Publisher: | Wiley |
Refereed: | Yes |
Identification Number: | 10.1111/ijcs.12664 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:172016 |