The purpose of this research was to develop and test a model of the relationship between contact-employees and customers in a sport organization based on the balanced scorecard framework (Kaplan & Norton, 1992, 1993) and the Sears' model (Rucci, Kirn, & Quinn, 1998). Specifically, the model proposed that employee attitudes (self-efficacy, organizational commitment and job satisfaction) and behaviors (in-role job performance and organizational citizenship behaviors) impact customer level outcomes (perceived service quality, customer satisfaction and loyalty). Data were collected from contact-employees (n = 112) and customers (n = 303) representing 20 fitness clubs in South Florida. Linear hierarchical regressions followed by Structural Equation Modeling analysis were performed to evaluate the fit of the model to the data. The results provided support for the proposed model as employee attitudes predicted employee behaviors, and customer perceived service quality predicted customer satisfaction and loyalty. Moreover, employee variables account for 54% of the customer perceived service quality variance, and 83% of the customer loyalty total variance. Managerial implications and directions for further research are discussed. / A Dissertation submitted to the Department of Sport Management, Recreation Management, and Physical Education in partial fulfillment of the requirements for the
degree of Doctor of Philosophy. / Fall Semester, 2003. / November 6, 2003. / Self-Efficacy, Orgainzational Commitment, Job Satisfaction, Customer Satisfaction, Perceived Service Quality, In-Role Performance, Customer Loyalty, Fitness Industry, Sears' Model, Balanced Scorecard, organizational behavior, Sport Management / Includes bibliographical references. / Aubrey Kent, Professor Directing Dissertation; Akihito Kamata, Outside Committee Member; Gershon Tenenbaum, Committee Member; Michael Mondello, Committee Member.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_181033 |
| Contributors | Makover, Bosmat (authoraut), Kent, Aubrey (professor directing dissertation), Kamata, Akihito (outside committee member), Tenenbaum, Gershon (committee member), Mondello, Michael (committee member), Department of Sport Management (degree granting department), Florida State University (degree granting institution) |
| Publisher | Florida State University, Florida State University |
| Source Sets | Florida State University |
| Language | English, English |
| Detected Language | English |
| Type | Text, text |
| Format | 1 online resource, computer, application/pdf |
| Rights | This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). The copyright in theses and dissertations completed at Florida State University is held by the students who author them. |
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