ABSTRACT

Research question

This study aimed to propose and test a model that depicts fitness instructors’ interaction quality (IQ) skills (i.e. technical, social and communication/listening) and their role in building customer trust in the service provider and customer satisfaction.

Research methods

Data were collected from a sample of customers of a national fitness chain in Greece. Structural equation modeling was used to establish the factorial validity of the scales and test the proposed model.

Results and findings

The results indicated that fitness instructors’ social and communication/listening skills positively relate to the development of customer trust in the service provider (fitness club). Furthermore, social skills were found to positively affect customer satisfaction. Nevertheless, technical skills did not have any impact either on customer trust in the service provider or on customer satisfaction. Finally, customer trust in the service provider was shown to be a key variable in the model since it partially mediated the relationship between social skills and customer satisfaction.

Implications

An in-depth understanding of fitness instructors’ skills, that improve the quality of interactions with customers, can guide fitness club managers to develop effective human resource policies in order to differentiate their organizations within competition, capitalizing on customer trust in the service provider and customer satisfaction.

中文翻译：

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探索健身教练的互动质量技能在建立客户对服务提供商的信任和客户满意度方面的作用

摘要

研究问题

本研究旨在提出并测试一个模型，该模型描述健身教练的互动质量（IQ）技能（即技术、社交和沟通/倾听）及其在建立客户对服务提供商的信任和客户满意度方面的作用。

研究方法

数据是从希腊一家全民健身连锁店的客户样本中收集的。使用结构方程模型来建立量表的因子有效性并测试所提出的模型。

结果和发现

结果表明，健身教练的社交和沟通/倾听技能与客户对服务提供商（健身俱乐部）信任的发展呈正相关。此外，社交技能被发现对客户满意度产生积极影响。然而，技术技能对客户对服务提供商的信任或客户满意度没有任何影响。最后，客户对服务提供商的信任被证明是模型中的一个关键变量，因为它部分调节了社交技能和客户满意度之间的关系。

影响

深入了解健身教练的技能，提高与客户互动的质量，可以指导健身俱乐部经理制定有效的人力资源政策，以利用客户对服务提供商和客户的信任，使他们的组织在竞争中脱颖而出满意。