Chapter 12Differentiation of service quality in the health-fitness setting
Introduction
Today, the global health/fitness club industry not only is under keen competition among themselves for the 184 million potential members, but also face challenges from other organizations in this US$96.7 billion industry (The IHRSA Global Report, 2020). While the American society advocates an active lifestyle, the number of health/fitness clubs (which are over 41,000 in 2020) are growing in order to satisfy those people who are becoming health conscious and expect to be able to work out while traveling or at on-site facilities. Learning that wellness programs can reduce absenteeism due to illness ...
