Research on Improving Service Satisfaction of Fitness Club Based on Peak-End Rule
- 10.2991/978-94-6463-024-4_23How to use a DOI?
- service marketing; China’s fitness club; peak-end rule; service blueprint
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.
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Cite this article
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 -