Исследование качества услуг в сфере фитнеса, красоты и здоровья
Лагросен С., Лагросен И.

Аннотация

Цель данной статьи — установить критерии качества услуг в сфере фитнеса, красоты и здоровья, а также изучить главные вопросы, связанные с практикой управления качеством в организациях, работающих в этой области. Авторы проанализировали 15 шведских компаний, оказывающих услуги в сфере фитнеса, красоты и здоровья, и представили концептуальную основу для управления качеством в рассматриваемой области.

Содержание

Введение;

Обзор литературы;

Методология;

Результаты;

Таблица. Компании, участвовавшие в исследовании;

Рис. 1. Первоначальная концептуальная основа для управления качеством в фитнес-индустрии;

Обсуждение;

Рис. 2. Концептуальная основа для управления качеством в фитнес-индустрии с учетом изменений;

Выводы для менеджеров;

Заключение;

Ключевые слова: управление качеством, фитнес, красота и здоровье, критерии качества услуг
Журнал: «Менеджмент качества» — №1, 2014 (© Издательский дом Гребенников)
Объем в страницах: 12.
Кол-во знаков: около 24,836.

1. Adelman M.B., Ahuvia A., Goodwin C. (1994). «Beyond smiling — social support and service quality». In: Rust R.T., Oliver R.L. (Eds.). Service Quality — New Directions in Theory and Practice. Sage Publications, Thousand Oaks, CA.

2. Afthinos Y., Theodorakis N.D., Nassis P. (2005). «Customers’ expectations of service in Greek fitness centers — gender, age type of sport center, and motivation differences». Managing Service Quality, Vol. 15, No. 3, pp. 245–258.

3. Alexander C.N., Rainforth M.V., Gelderloos P. (1991). «Transcendental meditation, self-actualization, and psychological health: a conceptual overview and statistical meta-analysis». Journal of Social Behavior and Personality, Vol. 6, No. 5, pp. 189–247.

4. Alexandris K., Tsorbatzoudis C., Grouios G. (2002). «Perceived constraints on recreational sport participation: investigating their relationship with intrinsic motivation, extrinsic motivation and amotivation». Journal of Leisure Research, Vol. 34, No. 3, pp. 233–252.

5. Arcelay A., Sanchez E., Hernandez L. et al. (1999). «Self-assessment of all the health centres of a public health service through the European model of quality management». International Journal of Health Care Quality Assurance, Vol. 12, No. 2, pp. 54–58.

6. Atkinson P.E. (1990). Creating Culture Change, the Key to Successful Total Quality Management. IFS, Bedford.

7. Bergman B., Klefsjo B. (1994). Quality from Customer Needs to Customer Satisfaction. McGraw-Hill, London.

8. Chang K., Chelladurai P. (2003). «System-based quality dimensions in fitness services: development of the scale of quality». The Service Industries Journal, Vol. 23, No. 5, pp. 65–83.

9. Chelladurai P. (1999). Human Resource Management in Sport and Recreation. Human Kinetics, Champaign, IL.

10. Chelladurai P., Scott F.L., Haywood-Farmer J. (1987). «Dimensions of fitness services: development of a model». Journal of Sport Management, Vol. 1, pp. 159–172.

11. Chen I., Popovich K. (2003). «Understanding customer relationship management». Business Process Management Journal, Vol. 9, No. 5, pp. 672–688.

12. Dale B.G. (2003). Managing Quality. 4th ed., Blackwell Publishing, Oxford.

13. Ennis K., Harrington D. (1999). «Quality management in Irish health care». International Journal of Health Care Quality Assurance, Vol. 12, No. 6, pp. 232–243.

14. Eppley K., Abrams A., Shear J. (1989). «Differential effects of relaxation techniques on trait anxiety: a meta-analysis». Journal of Clinical Psychology, Vol. 45, No. 6, pp. 957–974.

15. Glaser B.G. (1992). Basics of Grounded Theory Analysis. Sociology Press, Mill Valley, CA.

16. Glaser B.G., Strauss A.L. (1967). The Discovery of Grounded Theory, Strategies for Qualitative Research. Aldine Publishing Company, Chicago, IL.

17. Gronroos C. (1990). Service Management and Marketing: Managing the Moment of Truth in Service Competition. Maxwell Macmillan, Singapore.

18. Gronroos C. (2000). Service Management and Marketing, a Customer Relationship Management Approach. Wiley, Chichester.

19. Gummesson E. (1991). Qualitative Methods in Management Research. Sage Publications, Newbury Park, CA.

20. Gummesson E. (1993). Quality Management in Service Organisations. ISQA, New York, NY.

21. Gustavsson B. (1992). The Transcendent Organization, a Treatise on Consciousness in Organizations: Theoretical Discussion, Conceptual Development and Empirical Studies. Stockholm University, School of Business, Stockholm.

22. Halbesleben J.R.B., Buckley M.R. (2004). «Managing customers as employees of the firm — new challenges for human resources management ». Personnel Review, Vol. 33, No. 3, pp. 351–372.

23. Hurley T. (2004). «Managing customer retention in the health and fitness industry: a case of neglect». Irish Marketing Review, Vol. 17, Nos. 1/2, pp. 23–29.

24. Johnston R. (2004). «Towards a better understanding of service excellence». Managing Service Quality, Vol. 14, Nos. 2/3, pp. 129–133.

25. Juran J.M. (1988). Juran on Planning for Quality. The Free Press, New York, NY.

26. Kandampully J. (2002). «Innovation as the core competency of a service organisation: the role of technology, knowledge and networks». European Journal of Innovation Management, Vol. 5, No. 1, pp. 18–26.

27. Kim C., Kim Y.S. (1998). «Segmentation of sport center members in Seoul based on attitudes toward service quality». Journal of Sport Management, Vol. 12, pp. 273–287.

28. Kim D., Kim S.Y. (1995). «QUESC: an instrument for assessing the service quality of sport centers in Korea». Journal of Sport Management, Vol. 9, pp. 208–220.

29. Lagrosen S. (2000). «Born with quality, TQM in a maternity clinic». The International Journal of Public Sector Management, Vol. 13, No. 5, pp. 467–475.

30. Lagrosen S. (2001). «Strengthening the weakest link of TQM — from customer focus to customer understanding». The TQM-Magazine, Vol. 13, No. 5, pp. 348–354.

31. Lagrosen S., Lagrosen Y. (2003). «Management of service quality — differences in values practices and outcomes». Managing Service Quality, Vol. 13, No. 5, pp. 370–381.

32. Lagrosen S., Lagrosen Y. (2003). «Quality configurations — a contingency approach to quality management». International Journal of Quality and Reliability Management, Vol. 20, No. 7, pp. 759–773.

33. Lagrosen Y. (2004). «Exploring the effects of TQM on employee health». Journal of Management Systems, Vol. 16, No. 3, pp. 1–10.

34. Lagrosen Y., Lagrosen S. (2005). «The effects of quality management — a survey of Swedish quality professionals». International Journal of Operations and Production Management, Vol. 25, No. 10, pp. 940–952.

35. Lam E.T., Ocker L.B. (2004). Scale Development and Validation in the Area of Sport Management: From Face Validity to Factor Structure. NASSM, Atlanta, GA.

36. Leonard D., McAdam R. (2002). «The strategic placement of TQM in the organisation: a grounded study». Managing Service Quality, Vol. 12, No. 1, pp. 43–53.

37. Light D. Jr. (1983). «Surface data and deep structure: observing the organization of professional training». In: van Maanen J. (Ed.). Qualitative Methodology. Sage Publications, Newbury Park, CA.

38. McDowell-Larsen S.L., Kearney L., Campbell D. (2002). «Fitness and leadership: is there a relationship? Regular exercise correlates with higher leadership ratings in senior-level executives». Journal of Managerial Psychology, Vol. 17, No. 4, pp. 316–324.

39. Neck C.P., Mitchell T.L., Manz C.C., Cooper K.H., Thompson E.C. (2000). «Fit to lead: is fitness the key to effective executive leadership?» Journal of Managerial Psychology, Vol. 15, No. 8, pp. 833–840.

40. Orme-Johnson D.W. (1987). «Medical care utilization and the transcendental meditation program». Psychosomatic Medicine, Vol. 49, pp. 493–507.

41. Papadimitriou D.A., Karteroliotis K. (2000). «The service quality expectations in private sport and fitness centers: a re-examination of the factor structure». Sport Marketing Quarterly, Vol. 9, No. 3, pp. 157–164.

42. Parasuraman A., Zeithaml V.A., Berry L.L. (1985). «A conceptual model of service quality and its implications for future research». Journal of Marketing, Vol. 49, pp. 41–50.

43. Patton M.Q. (1990). Qualitative Evaluation Methods. Sage Publications, Newbury Park, CA.

44. Schein E.H. (1980). Organizational Psychology. 3rd ed., Prentice Hall, London.

45. Schmidt-Wilk J. (2003). «TQM and the transcendental meditation program in a Swedish management team». The TQM-Magazine, Vol. 15, No. 4, pp. 219–229.

46. Strauss A.L., Corbin J. (1990). Basics of Qualitative Research, Grounded Theory Procedures and Techniques. Sage publications, Newbury Park, CA.

47. Tawse E.L., Keogh W. (1998). «Quality in the leisure industry: an investigation». Total Quality Management, Vol. 9, Nos. 4/5, pp. 219–223.

48. Tyler K., Stanley E. (1999). «UK bank-corporate relationships: large corporates’ expectations of service». International Journal of Bank Marketing, Vol. 17, No. 4, pp. 158–170.

49. Wagar T.H., Rondeau K.V. (1998). «Total quality commitment and performance in Canadian health care organisations». Leadership in Health Services, Vol. 11, No. 4, pp. i-v.

50. Westerbeek H., Smith A. (2003). Sport Business in the Global Marketplace. Palgrave Macmillan, Basingstoke.

51. Westerbeek H., Smith A. (2004). The Sport Business Future. Palgrave Macmillan, Basingstoke.

52. Westerbeek H., Smith A. (2005). Business Leadership and the Lessons from Sport. Palgrave Macmillan, Basingstoke.

53. Westerbeek H.M. (2000). «The influence of frequency of attendance and age on «place» — specific dimensions of service quality at Australian rules football matches». Sport Marketing Quarterly, Vol. 9, No. 4, pp. 194–202.

54. Yasin M.M., Alavi J. (1999). «An analytical approach to determining the competitive advantage of TQM in health care». International Journal of Health Care Quality Assurance, Vol. 12, No. 1, pp. 18–24.

55. Zeithaml V.A., Parasuraman A., Berry L.L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, New York, NY.

Лагросен Стефан

Преподаватель маркетинга и менеджмента качества на факультете экономики и информатики в Университете Западной Швеции (University West).

г. Трольхеттан, Швеция

PhD (деловое администрирование.Специализируется на маркетинге услуг, менеджменте качества. Автор публикаций по менеджменту качества в сфере государственных услуг, международным аспектам менеджмента качества, влиянию моделей и инструментов менеджмента качества на деятельность различных организаций, использованию Интернета в маркетинге.

Лагросен Ивонн

г. Гетеборг, Швеция

PhD (технологии качества), магистр в области математической статистики. Преподает менеджмент качества, в частности планирование экспериментов и ценность менеджмента качества, является научным руководителем магистерских диссертаций. Автор ряда статей, посвященных связи между менеджментом качества и здоровьем, а также организационным вопросам менеджмента качества, ценности менеджмента качества и аспектам качества услуг в области фитнеса, красоты и здоровья.