Proceedings of the 2022 2nd International Conference on Education, Information Management and Service Science (EIMSS 2022)

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Research on Improving Service Satisfaction of Fitness Club Based on Peak-End Rule

Authors
Yinghong Chen1, *
1Guangdong University of Finance and Economics, Guangzhou, Guangdong, China
*Corresponding author. Email: 20111304148@gdufs.edu.cn
Corresponding Author
Yinghong Chen
Available Online 12 December 2022.
DOI
10.2991/978-94-6463-024-4_23How to use a DOI?
Keywords
service marketing; China’s fitness club; peak-end rule; service blueprint
Abstract

Peak-End Rule reveals the role of the customer experience formed at the critical moment of the service process in the overall customer experience perception. The correct management of the customer experience can improve customer value. Therefore, taking AB-Fitness Club as an example, this paper firstly analyzes the critical links that customers pay attention to in the fitness service experience through in-depth interviews, collection of website customer evaluation and questionnaire statistics. The qualitative analysis software NVivo is selected to conduct qualitative analysis on the data to determine the core needs of customers at the Peak-End time in the process of fitness. Second, the study finds out the core needs of customers at the peak-end time in the whole fitness process according to the customer journey map of AB-Fitness Club. Third, the service blueprint is put forward to meet the customers’ core needs at the peak-end time. Finally, according to the problems presented by the research object, this paper puts forward some suggestions to optimize the customer experience and service satisfaction.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 2nd International Conference on Education, Information Management and Service Science (EIMSS 2022)
Series
Atlantis Highlights in Computer Sciences
Publication Date
12 December 2022
ISBN
978-94-6463-024-4
ISSN
2589-4900
DOI
10.2991/978-94-6463-024-4_23How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yinghong Chen
PY  - 2022
DA  - 2022/12/12
TI  - Research on Improving Service Satisfaction of Fitness Club Based on Peak-End Rule
BT  - Proceedings of the 2022 2nd International Conference on Education, Information Management and Service Science (EIMSS 2022)
PB  - Atlantis Press
SP  - 211
EP  - 221
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-024-4_23
DO  - 10.2991/978-94-6463-024-4_23
ID  - Chen2022
ER  -