Understanding Wellness Center Loyalty Through Lifestyle Analysis
TL;DR: Regression results indicate that overworked individuals and those seeking a balance between work and family life would be the most loyal to wellness centers.
Abstract: Many changes taking place at a macro-level in Indian society along with the popularity of services that are native to India, such as Yoga and Ayurveda, have generated significant interest in wellness services. To assist wellness centers in gaining loyal clients, the goal of this study was to understand the influence of customer lifestyle factors on wellness center loyalty. The activities, interests, and opinions model was used to understand the lifestyles of wellness center clients. Data were collected from clients of five wellness centers. Regression results indicate that overworked individuals and those seeking a balance between work and family life would be the most loyal to wellness centers. Managerial implications of results are discussed.
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TL;DR: In this paper, the authors report findings from a sample of 165 wellness tourists using the services at Vrnjacka Banja Spa, Serbia, and their motives are classified as rejuvenation, socialization,hedonism, obsession with health and beauty, relaxation, and escape from routine.
Abstract: Spas meet the requirements of both medical and wellness tourists. The former are requiring treatments for specific medical reasons while the latter seek to preserve health. The differences between the two groups are therefore primarily one of the motives even while both may use a number of common resources. This study reports findings from a sample of 165 wellness tourists using the services at Vrnjacka Banja Spa, Serbia. Their motives are classified as ‘rejuvenation’, ‘socialization’, ‘hedonism’, ‘obsession with health and beauty’, ‘relaxation’ and ‘escape from routine’. The study also examines the role of socio-demographic variables as determinants of being a ‘wellness tourist’.
77 citations
TL;DR: In this article, the authors discuss the commodification of health care and landscape, the relationship between everyday life and going on holiday, as well as the motives for medical and wellness tourism.
Abstract: The growing commodification of health care and therapeutic landscape, as well as the recent growth in international demand for wellness services and treatments, has led to the proliferation of destinations and enterprises that have selected health and wellness tourism as part of their corporate strategy, including coastal tourism destinations such as the Spanish island of Gran Canaria. This study discusses the commodification of health care and landscape, the relationship between everyday life and going on holiday, as well as the motives for medical and wellness tourism. Wellness tourism development on Gran Canaria is also analysed as a case study that could prove useful for those working on diversification within coastal tourism. An exploratory study of European visitors to wellness centres on the island is also presented. Major findings and contributions relate to socio-demographic characteristics, motives for the visit to the island, the importance of the wellness offer, tourist and travel behaviour an...
54 citations
Cites background from "Understanding Wellness Center Loyal..."
..., 2008; Magdalini & Paris, 2009), lifestyle and preferences (Magdalini & Paris, 2009; Suresh et al., 2011), spa and hotel attributes (e....
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...…preferences (Magdalini & Paris, 2009; Suresh et al., 2011), spa and hotel attributes (e.g. Bertsch & Ostermann, 2011; Mak et al., 2009), destination attributes (e.g. Bertsch & Ostermann, 2011; Lee et al., 2009), satisfaction (Deng, 2007) and loyalty (Magdalini & Paris, 2009; Suresh et al., 2011)....
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...…Mak et al., 2009), the benefits that wellness tourists seek (Pesonen et al., 2011), the influence of customer lifestyle on wellness centre loyalty (Suresh et al., 2011), the destination attributes that are important for tourists and their influence on satisfaction or frequency of the visit (Deng,…...
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...…Paris, 2009), travel and wellness motivations (e.g. Chen et al., 2008; Magdalini & Paris, 2009), lifestyle and preferences (Magdalini & Paris, 2009; Suresh et al., 2011), spa and hotel attributes (e.g. Bertsch & Ostermann, 2011; Mak et al., 2009), destination attributes (e.g. Bertsch & Ostermann,…...
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..., 2009), satisfaction (Deng, 2007) and loyalty (Magdalini & Paris, 2009; Suresh et al., 2011)....
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TL;DR: In this paper, the authors examined the direct relationship between behavioral intention and factors driving the growth of the wellness tourism industry in the USA and found that life stress and involvement in health were significant predictors of behavioral intention, while involvement proved a much stronger predictor than life stress.
Abstract: Purpose
This study aims to examine the direct relationships between behavioral intention and factors driving the growth of the wellness tourism industry in the USA. Relationships were hypothesized based on alternative explanations for the rise in popularity of wellness tourism in research streams.
Design/methodology/approach
Two models were estimated and tested using the theory of planned behavior (TPB), each incorporating two constructs – Life stress and involvement in health – in addition to theoretically stipulated precursors to Behavioral Intention.
Findings
Both constructs were found to be significant predictors of behavioral intention. However, involvement proved a much stronger predictor than life stress. Implications for the management and marketing of this subsector are discussed in the paper.
Originality/value
This study extends the understanding of travelers’ behavioral intentions in the context of wellness tourism by using an extended TPB, with life stress and involvement in health and wellness considered. The study compares general travelers with current/potential wellness travelers (excluding those whose sole purpose was wellness) and the factors that influence their travel behavior.
29 citations
TL;DR: In this article, a study was conducted on a sample of 1279 users of low-cost fitness centers (692 women and 587 men), and an analysis was performed using exploratory factor analysis, reliability analysis, t test, and analysis of variance (ANOVA).
Abstract: The low-cost approach is a current trend, which has recently become the vogue in the fitness industry, with its frequent use of the new information and communication technologies. However, due to the novelty this approach, it is unknown how customers perceive their services and the type of customers who will use these sports facilities. The aim of this study is to analyze quality perception and future behavioral intentions of low-cost fitness centers customers, as well as to examine whether there are significant differences in sociodemographic characteristics, and the use of Facebook and the Internet. To this effect, a study was conducted on a sample of 1279 users of low-cost fitness centers (692 women and 587 men), and an analysis was performed using exploratory factor analysis, reliability analysis, t test, and analysis of variance (ANOVA). The results show reliable and valid scales of perceived service quality and loyalty, and the existence of significant differences in the dimensions studied in terms of gender, age, permanence, use of Facebook and use of the Internet. These findings show the importance of good service management, as well as proper management of the new information and communication technologies.
28 citations
References
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01 Jan 1973
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Abstract: Offers an applications-oriented approach to multivariate data analysis, focusing on the use of each technique, rather than its mathematical derivation. The text introduces a six-step framework for organizing and discussing techniques with flowcharts for each.
Well-suited for the non-statistician, this applications-oriented introduction to multivariate analysis focuses on the fundamental concepts that affect the use of specific techniques rather than the mathematical derivation of the technique. Provides an overview of several techniques and approaches that are available to analysts today - e.g., data warehousing and data mining, neural networks and resampling/bootstrapping. Chapters are organized to provide a practical, logical progression of the phases of analysis and to group similar types of techniques applicable to most situations.
Table of Contents
1. Introduction.
I. PREPARING FOR A MULTIVARIATE ANALYSIS.
2. Examining Your Data.
3. Factor Analysis.
II. DEPENDENCE TECHNIQUES.
4. Multiple Regression.
5. Multiple Discriminant Analysis and Logistic Regression.
6. Multivariate Analysis of Variance.
7. Conjoint Analysis.
8. Canonical Correlation Analysis.
III. INTERDEPENDENCE TECHNIQUES.
9. Cluster Analysis.
10. Multidimensional Scaling.
IV. ADVANCED AND EMERGING TECHNIQUES.
11. Structural Equation Modeling.
12. Emerging Techniques in Multivariate Analysis.
Appendix A: Applications of Multivariate Data Analysis.
Index.
37,124 citations
TL;DR: This chapter discusses Structural Equation Modeling: An Introduction, and SEM: Confirmatory Factor Analysis, and Testing A Structural Model, which shows how the model can be modified for different data types.
Abstract: I Introduction 1 Introduction II Preparing For a MV Analysis 2 Examining Your Data 3 Factor Analysis III Dependence Techniques 4 Multiple Regression Analysis 5 Multiple Discriminate Analysis and Logistic Regression 6 Multivariate Analysis of Variance 7 Conjoint Analysis IV Interdependence Techniques 8 Cluster Analysis 9 Multidimensional Scaling and Correspondence Analysis V Moving Beyond the Basic Techniques 10 Structural Equation Modeling: Overview 10a Appendix -- SEM 11 CFA: Confirmatory Factor Analysis 11a Appendix -- CFA 12 SEM: Testing A Structural Model 12a Appendix -- SEM APPENDIX A Basic Stats
23,353 citations
TL;DR: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. But they also understand that this relation is asymmetric as mentioned in this paper. Although loyal consumers are most...
Abstract: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most ...
8,021 citations
"Understanding Wellness Center Loyal..." refers background or methods in this paper
...The loyalty indicators used by (Paswan, Spears, & Ganesh, 2005) and the loyalty framework as defined by Oliver (1999) were used to create nine statements that measured wellness center loyalty in this study....
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...Oliver (1999) theorized that customers would become loyal in a cognitive sense first, followed by an affective sense, still later in a conative manner, and finally in a behavioral manner....
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...As part of ‘‘fully bonded loyalty,’’ a firm’s product or service is embedded in an individual’s lifestyle and becomes part of the consumer’s self and social identities (Oliver, 1999)....
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...Satisfaction has been posited to be a necessary precursor to loyalty formation; however, it becomes less significant as loyalty begins to set through other mechanisms (Oliver, 1999)....
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TL;DR: In this paper, customer loyalty is viewed as the strength of the relationship between an individual's relative attitude and repeat patronage, and the relationship is mediated by social norms and situational factors.
Abstract: Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage. The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences. Implications for research and for the management of loyalty are derived.
6,255 citations
Journal Article•
TL;DR: Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
Abstract: Companies that want to improve their service quality should take a cue from manufacturing and focus on their own kind of scrap heap: customers who won't come back. Because that scrap heap can be every bit as costly as broken parts and misfit components, service company managers should strive to reduce it. They should aim for "zero defections"--keeping every customer they can profitably serve. As companies reduce customer defection rates, amazing things happen to their financials. Although the magnitude of the change varies by company and industry, the pattern holds: profits rise sharply. Reducing the defection rate just 5% generates 85% more profits in one bank's branch system, 50% more in an insurance brokerage, and 30% more in an auto-service chain. And when MBNA America, a Delaware-based credit card company, cut its 10% defection rate in half, profits rose a whopping 125%. But defection rates are not just a measure of service quality; they are also a guide for achieving it. By listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources. Staples, the stationery supplies retailer, uses feedback from customers to pinpoint products that are priced too high. That way, the company avoids expensive broad-brush promotions that pitch everything to everyone. Like any important change, managing for zero defections requires training and reinforcement. Great-West Life Assurance Company pays a 50% premium to group health-insurance brokers that hit customer-retention targets, and MBNA America gives bonuses to departments that hit theirs.
5,915 citations
"Understanding Wellness Center Loyal..." refers background in this paper
...Customer satisfaction and retention are generally considered among the most important long-term objectives of firms because repeat customers cost less to serve than new buyers, benefitting a firm’s cost structure (Reichheld & Sasser, 1990)....
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...Customer satisfaction and retention are generally considered among the most important long-term objectives of firms because repeat customers cost less to serve than new buyers, benefitting a firm's cost structure (Reichheld & Sasser, 1990 )....
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