Tạp chí khoa học Đào tạo và Huấn luyện Thể thao

Tóm tắt

Health club industry has been intensively expanded around the world. Data to date shows that more than 150,000 health clubs with 140
million members and a worth of USDS 77.5 billion were estimated (Cracknell, 2015). However, the rise of consumer power in the health club industry reinforced the management to focus on and elevate consumer service to meetthe high expectation Of their consumers 
(Robinson, 1998).In such a highly competitive service industry, continual delivery of new experiences to meet consumer 's novelty need is a prerequisite for survival and success (Pine & Gilmore, 1999).