Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes

Round 1

Reviewer 1 Report

Dear Authors:

The article has an appropriate structure and includes all the necessary sections for a research article. It also deals with an area of research that has increased its interest in recent years both by the scientific community and by society and organizers of sporting events. On the other hand the paper still needs a lot of improvement before suggesting to be published.

However, the manuscript should be improved by reviewing the following observations:

1) The title of the manuscript should be redesigned as expectations could be not filled by the readers.

2) It is recommended to improve the theoretical framework by explaining the meanings of DA, DAI, VAD and ADP. Especially, it should be relations with the Hypothesis raised and five of them clearly confirmed or non-confirmed in the section of Results.

3) The characteristics of the Premium, Medium and Low-Cost fitness centers under study should be further described. Although, the relation between the DA, DAI, VAD and ADP should be showed.

4) The period of the survey done should be added under the section 3.3.

5) Reference Berry, L.L.; Seiders, K.; Grewal, D. Understanding service convenience. J. Mark. 2002, 66, 1–17 is missing in the text.

6) Reference No 55 is missing at all.

7) Section 2.1. should be rewritten as there is low relation with the title of the section, taking into account that concentration should be on activities in sport centers.

8) 108 of participants were less than 18 years old. Do researchers had a written confirmation from the parents with the agreement to participate in the survey. There can be raised ethical concern regarding this.

9) The English language of the paper should be re-checked by native English speaker as there is a lot of language mistakes in the manuscript are left (for example: line 186 – meses; Section 4 is missing and etc.).

10) In general, theoretical part should be improved as it is missing main idea of the topic.

Therefore, in order to improve the article, these recommendations should be taken into account since the article may generate an interesting debate on leisure activities in fitness centers within DA, DAI, VAD and ADP, especially for the support for the sport managers.

Author Response

Comment 1: The title of the manuscript should be redesigned as expectations could be not filled by the readers.

Thanks for the suggestion. We believe that the title reflects the main dimensions that are addressed at the methodological level and that influence the sports service. However, following the reviewer's suggestion, the new proposal for the title would be as follows:

“Analyzing consumer loyalty through service experience and service convenience: differences between instructor fitness classes and virtual fitness classes”.

 

Comment 2: It is recommended to improve the theoretical framework by explaining the meanings of DA, DAI, VAD and ADP. Especially, it should be relations with the Hypothesis raised and five of them clearly confirmed or non-confirmed in the section of Results.

Thank you for suggestion, the theoretical framework has been changed as you can see below (line 60 to 70):

“The present study aims to go deeper into the knowledge of the fitness sector in the Spanish context (low-cost, medium and boutique fitness centers), by evaluating a poorly analyzed area, instructor fitness classes (IFC: are carried out in a group and led by a professor, for example conditioning classes, such as CORE, Boot Camp, group training; Urban street, funk, hip-hop, such as strength training, and dance activities such as Urban street, funk, hip-hop) [18] or in a virtual fitness class (VFC: can be the same sport activities as IFC, but they are developed through technological support, such as cameras, recordings or videoconferencing) [19], and how these are perceived by the users of the fitness centers. And not least, another claim of the present work is to expand the few studies that compare this type of fitness activities where the characteristic element is the inclusion or not of the sports technician during the activity, focusing attention on the fitness activities as a key element in the provision of services of fitness centers”.

 

Also, the Hypothesis and Results have been changed.

 

References:

Schroeder, J.; Donlin, A. 2013 IDEA Fitness Programs & Equipment Trends Report. IDEA Fit. J. 2013, 10, 34–35. Baena-Arroyo, M.J.; Gálvez-Ruiz, P.; Sánchez-Oliver, A.J.; Bernal-García, A. The relationship among service experience, perceived value and behavioural intentions of customers in a group fitness class. J. Sport Psychol. 2016, 25, 89–92.

 

Comment 3: The characteristics of the Premium, Medium and Low-Cost fitness centers under study should be further described. Although, the relation between the DA, DAI, VAD and ADP should be showed.

Thank you for your suggestion, the theoretical framework has been changed and the concept Premium to Boutique. You can see below (line 31 to 51):

“Thus, there are currently different models of fitness centers, depending on the strategies that they carry out to differentiate themselves. According to the type of fitness centers, Porter [2] stated that enterprises which base their strategies on differentiation or low-cost strategies have a competitive advantage. In the fitness sector, this situation occurs. In particular, characteristics defining low-cost fitness centers include: the ability to operate the entire club with a sole person as staff; a gym-only proposition; heavy technology and web use; a price point set at a minimum of 50% lower than the industry average; and a facilities design which is very well cared for [3,4]. On the other hand, the so-called boutique fitness centers are those centers that use differentiation strategies [5]. Particularly, boutique fitness centers are proliferating more quickly due to the lower investment in sports facilities and equipment. In fact, Hambrick [6] states that they represent 35% of the total industry in the United States. The concept of boutique fitness centers has moved away from the hotel sector. In fact, most of the existing literature comes from that sector. The hotel sector conceptualizes them as a small hotel, with an intimate and individualistic atmosphere and style, or the combination of service quality characteristics, individual design, location and facilities [7]. Based on these definitions, García-Fernández et al. [5] visualizes them as fitness centers with an excellent quality of service, a design in the facilities, a good location, and a personalized service. Finally, a model also appears where the public-private relationship is tremendously necessary. In fact, EuropeActive and Deloitte [8] stated in their latest study that this market is called concession operators or a medium business model, which run large sports facilities in cooperation with the public authorities. Its characteristics are that they have large sports spaces, and offer sports services for all types of sports consumers (children, adults, seniors) with public prices”.

 

References:

Porter, M.E. Competitive advantage; Free Press: New York, 1985. Algar, R. 2011 Global low-cost gym sector report: A strategic investigation into a disruptive new segment; 2011. García-Fernández, J.; Gálvez-Ruiz, P.; Vélez-Colon, L.; Ortega-Gutiérrez, J.; Fernández-Gavira, J. Exploring fitness centre consumer loyalty: differences of non-profit and low-cost business models in Spain. Econ. Res. Istraživanja 2018, 31, 1042–1058. García-Fernández, J.; Gálvez-Ruiz, P.; Sánchez-Oliver, A.J.; Fernández-Gavira, J.; Pitts, B.G.; Grimaldi-Puyana, M. An analysis of new social fitness activities: loyalty in female and male CrossFit users. Sport Soc. 2019, 1–28. Hambrick, M.E. Riding into the future: a financial examination of SoulCycle and the indoor cycling studio trend. Case Stud. Sport Manag. 2007, 6, 86–94. Mun, W.; Endean, M. Elucidating the aesthetic and operational characteristics of UK boutique hotels. International J. Contemp. Hosp. Manag. 2009, 21, 38–51. EuropeActive & Deloitte. The European Fitness Market at a Glance; 2019. Available online: http://www2.deloitte.com/content/dam/Deloitte/es/Documents/acerca-de-deloitte/Deloitte-ES-TMT_European-Health-Fitness-Market-2019.pdf (accessed on 16 December 2019).

 

Comment 4: The period of the survey done should be added under the section 3.3

Following the comments of Reviewer 1, we have included the months in which information was collected page 6 (line 242).

 

Comment 5: Reference Berry, L.L.; Seiders, K.; Grewal, D. Understanding service convenience. J. Mark. 2002, 66, 1-17 is missing in the text.

Thanks for the comments. This reference has included in the text, specifically in line 144 (cited number 45).

 

Comment 6: Reference No 55 is missing at all.

Thanks for the comments. This reference has been included in the text, specifically in line 177.

 

Comment 7: Section 2.1 should be rewritten as there is low relation with the title of the section, taking into account that concentration should be on activities in sport centers.

Thank you for suggestion. This section has been rewritten

“2.1. Virtual activities and technology in the fitness and health industry

Recently we have witnessed the eruption of technology in the sports sector, incorporating new elements and new forms, and therefore in the services offered in fitness centers. According to the IHRSA [20], the VFC is leading to an increase in the offer, expanding its schedule and giving greater variability in customer services.

However, according to the scientific literature, there is no research that relates virtual technology in fitness centers with support for sports activities. On the other hand, in other sports contexts there are jobs that associate training and technology, for example in indoor cycling with virtual reality [21]. Similarly Shei [22], notes the notable increase in mobile application technology in running. Then, Schwarz et al. [23] recommend the use of technology in mobile games, since the incorporation of games into everyday life in adolescents would help to improve physical activity.

In the same sense, we find that most of the research refers to virtual activities in sports activities in health programs [24],mainly in hospital rehabilitation, as a useful tool, according to Sheehy et al. [25],where technology in the form of virtual reality exercises proves beneficial for people with dementia [26], and Parkinson [27]. It is also beneficial when it comes to socializing and saving time, since the exercises can be done from home and in groups [28].

In addition, and according to Radhakrishnan et al. [29], the use of digital games improves self-management behaviors in users with cardiovascular diagnoses, hypertension, coronary heart disease, heart failure or myocardial infarction. Other research in the field of health, indicates the benefits of the use of technology in patients with problems in the upper limb, foot balance, gait and general function in the sub-acute and chronic phases after a stroke [30–32]. Therefore, the growing demand in the medical industry of virtual reality devices is highlighted [29].

Through this the intention is to remark the importance that technology has and will continue to have in this sector, and the relevance that its study and analysis can have for a greater understanding of it as well as in order to improve the management of fitness centers, adapting supply to demand”.

 

References:

IHRSA. The IHRSA Global Report 2013; International Health, Racquet & Sportsclub Association: Boston, MA, USA, 2014. Kassim, M.; Said, M.N.H.M. Data analytics on interactive indoor cycling exercises with virtual reality video games. In Proceedings of the Proceedings - 2018 4th International Conference on Control, Automation and Robotics (ICCAR 2018): Auckland, New Zealand, 2018; pp. 321–326. Shei, R.J. Competitive influences of running applications on training habits. Phys. Sport. 2018, 46, 414–415. Schwarz, A.; DeSmet, A.; Cardon, G.; Chastin, S.; Costa, R.; Grilo, A.; Ferri, J.; Domenech, J.; Stragier, J. Mobile exergaming in adolescents´ everyday life - contextual design of where, when, with whom, and how: The smartlife case. Int. J. Env. Res. Public. Heal. 2018, 15, 1–15. Markolefas, F.; Moirogiorgou, K.; Giakos, G.; Zervakis, M. Virtual video synthesis for personalized training. IST 2018 - IEEE Int. Conf. Imaging Syst. Tech. Proc. 2018, 1–6. Sheehy, L.; Taillon-Hobson, A.; Sveistrup, H.; Bilodeau, M.; Yang, C.; Welch, V.; Hossain, A.; Finestone, H. Home-based virtual reality training after discharge from hospital-based stroke rehabilitation: A parallel randomized feasibility trial. Trials. 2019, 20, 1–9. Eisapour, M.; Cao, S.; Domenicucci, L.; Boger, J. Virtual Reality Exergames for People Living with Dementia Based on Exercise Therapy Best Practices. Proc. Hum. Factors Ergon. Soc. Annu. Meet. 2018, 62, 528–532. De Melo, G.E.L.; Kleiner, A.F.R.; Lopes, J.B.P.; Dumont, A.J.L.; Lazzari, R.D.; Galli, M.; Oliveira, C.S. Effect of virtual reality training on walking distance and physical fitness in individuals with Parkinson’s disease. NeuroRehabilitation. 2018, 42, 473–480. Nikitina, S.; Didino, D.; Baez, M.; Casati, F. Feasibility of Virtual Tablet-Based Group Exercise Among Older Adults in Siberia: Findings From Two Pilot Trials. JMIR mHealth uHealth. 2018, 6, 40–40. Radhakrishnan, K.; Baranowski, T.; Julien, C.; Thomaz, E.; Kim, M. Role of Digital Games in Self-Management of Cardiovascular Diseases: A Scoping Review. Games Health J. 2019, 8, 65–73. Laver, K. E.; Lange, B.; George, S.; Deutsch, J. E.; Saposnik, G.; Crotty, M. Virtual reality for stroke rehabilitation. Cochrane database of systematic reviews. Cochrane database Syst. Rev. 2017, 11, 57–62. Darekar, A.; McFadyen, B.J.; Lamontagne, A.; Fung, J. Efficacy of virtual reality-based intervention on balance and mobility disorders post-stroke: A scoping review. J. Neuroeng. Rehabil. 2015, 12, 1–14. Saposnik, G.; Levin, M. Virtual reality in stroke rehabilitation: A meta-analysis and implications for clinicians. Stroke. 2011, 42, 1380–1386.

Comment 8: 108 of participants were less than 18 years old. Do researchers had a written confirmation from the parents with the agreement to participate in the survey. There can be raised ethical concern regarding this.

The minimum age at which they can enroll in Spanish fitness centers is 16 years, without the obligation to complete any authorization by parents or legal guardians. This guarantees us the consent to participate in the study by being completely voluntary and anonymous as indicated in Section 3.3.

Comment 9: The English language of the paper be re-checked by native English speaker as there is a lot of language mistakes in the manuscript are left (for example: line 186 – meses; Section 4 is missing and etc.).

Thanks for the comment, the different lines have been modified. Also, a native English proofreader has checked the article.

 

Comment 10: In general, theoretical part should be improved as it is missing main idea of the topic. Therefore, in order to improve the article, these recommendations should be taken into account since the article may generate an interesting debate on leisure activities in fitness centers within DA, DAI, VAD and ADP, especially for the support for the sport managers.

Thanks for the comments and suggestions. Indeed, the article has been improved following the recommendations. You can see all the changes in red.

As the reviewer indicates, due to the digitalization of all sectors and of course in the fitness sector, it is a topical issue that can generate debate.

Author Response File: Author Response.pdf

Reviewer 2 Report

In relation to the manuscript entitled “Leisure Activities Sport with Teacher or Virtual Technology in Fitness Centers. A Support for the Sports Manager ”, I believe that a coherent, well structured and scientific quality work is presented. However, some changes are required before it can be accepted.
Material and method
- Indicate sample size
- Indicate code of ethics committee issued by university.
Results
- Why has an exploratory factor analysis not been performed before the confirmatory analysis? Is there any preliminary study? In case there are previous studies, quote them. In case they do not exist, the authors must perform the exploratory factor analysis first and provide the basic descriptions of each item (asymmetry, kurtosis, etc.).
- The confirmatory factor analysis is correct.
- The reliability and validity values ​​of the SEM are correct, but some changes are required:
o The authors must include the values ​​of the non-standardized and standardized regression weights.
o Why have not been included the regression weights of each indicator and its respective dimension? For example, the regression weights and significance values ​​for "hedonic", "social", and "utilitarian" in their relationship with "service experiences". They should be included.
Discussion
- This section is very poor. It is recommended that the authors include 1-2 paragraphs (before the implications) in which the findings and the relationships between the constructs involved are discussed in depth.

Author Response

Comment 1: Material and method. Indicate sample size; indicate code of ethics committee issued by university.

The first paragraph of Section 3.1 includes information on the sample size.

“The target population for this study consists of members of fitness clubs in Spain. A total of 2,000 questionnaires were distributed in 10 different fitness centers (low-cost, medium and boutique business models), of which 57 were deleted due to missing data, leaving 1,943 valid questionnaires. From the total of the sample, 1,143 were completed by clients who performed IFC and 800 questionnaires were completed by clients who did VFC.

In relation to gender the detailed information is offered in Table 1. The female respondents contributed 68.1% and the male respondents were 31.9%. A higher percentage of female clients opted for IFC (78.0%). This was the same in the VFC, although with a smaller difference (54.0%) over men (46.0%)”.

In relation to the ethical committee, since it was not an experimental study, it was not necessary for our university to have authorization from this committee. However, we include below the informed consent document that was used for each questionnaire:

From the University of Seville a study is being carried out for training and professional development for sports facilities managers. The collection of information is aimed at evaluating virtual fitness classes and instructor fitness classes of sports centers.

The data obtained from their participation will be used only for research purposes, with the team of researchers responsible for this project intervening. In no case will they have access to the database of this personal project outside the research project, thus attending to strict compliance with Organic Law 15/1999 on the Protection of Personal Data.

On the other hand, participation in the study is completely voluntary and anonymous, so your answers will not be identified at any time or there is a section to identify with your personal data (name and surname) or identity document (DNI, NIE or Passport). Please, do not include personal information in any section of the questionnaire. In this way, full confidentiality of the data and rigorous compliance with professional secrecy in the use and handling of the information obtained regarding the responses of the different items of the questionnaire are guaranteed.

 

Comment 2: Results.

Why has an exploratory factor analysis not been performed before the confirmatory analysis? Is there any preliminary study? In case there are previous studies, quote them. In case they do not exist, the authors must perform the exploratory factor analysis first and provide the basic descriptions of each item (asymmetry, kurtosis, etc.).

The validation of the proposed model is carried out in 2 stages, thus following the indications of Anderson and Gerbing (1988): First of all, the reliability and validity of the measurement model is checked, and then the adjustment of the structural model and its hypothesized relationships are checked. All the scales used have been previously validated in other studies as indicated in Section 3.2, which is why an exploratory factor analysis was not included and the measurement model composed of the service experience scales was directly analyzed, as well as the service convenience, satisfaction and future intentions. However, due to the request of Reviewer 2, we have included in the text the main results of the exploratory factor analysis, including the normality of the items despite the fact that the use of the maximum likelihood method in the confirmatory factor analysis is robust enough even in the absence of normalcy (Muthén and Kaplan, 1985).

“The values for univariate skewness and kurtosis were satisfactory for all the variables within the conventional criteria for normality (-3 to -3 for skewness and -7 to 7 for kurtosis). Since the instrument was constructed from different scales, the internal structure was measured by means of an EFA using Principal Components Analysis and Oblimin oblique rotation, previously testing the factorization conditions using the Bartlett and Kaiser-Meyer-Olkin tests. The KMO value found was 0.98 and the Bartlett Test of Sphericity reached a statistically significant value of p < 0.01 [χ²(1596) = 110880.24], indicating that the item factorization was adequate. The solution yielded a total variance explained of 67.25%”.

 

References:

Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.

Muthén, B., & Kaplan, D. (1985). A comparison of some Methodologies for the factor analysis of non-normal Likert variables. British Journal of Mathematical and Statistical Psychology, 38, 171-189.

 

The confirmatory factor analysis is correct.

Thanks for the comment.

 

The reliability and validity values of the SEM are correct, but some changes are required:

The authors must include the values of the non-standardized and standardized regression weights.

The information requested by the reviewer has been included in Table 2.

 

Why have not been included the regression weights of each indicator and its respective dimension? For example, the regression weights and significance values for “hedonic”, “social”, and “utilitarian” in their relationship with “service experiences”. They should be included.

The objective of the study does not focus on the dimensions of service experience or service convenience, which is why the regression weights and significance values for the different dimensions are not included (“hedonic”, “social”, and “utilitarian”…). However, Figure 2 has been modified, including the information requested by the reviewer.

 

Comment 3: Discussion. This section is very poor. It is recommended that the authors include 1-2 paragraphs (before the implications) in which the findings and the relationships between the constructs involved are discussed in depth.

Thanks for the recommendation. Then the discussion is introduced:

“Most of the studies focused on the fitness sector have fundamentally addressed the importance of perceived quality as the first step to customer loyalty, in addition to demonstrating that other variables, such as satisfaction, are determinants in consumer behavior [44,80,81]. In the case of this study, the influence of the service experience and the service convenience on satisfaction and future intention were addressed. In this way, the analysis provided by this study is about a sports service that is increasingly more present in fitness centers. It is interesting due to the incorporation of technology and its impact on management.

First, customers who have a preference for fitness activities are characterized by being female (68.1%) with an average age that is between 19 and 30 years old, representing 34%. In this sense, these data coincide with other, previous studies regarding their gender distribution for the three fitness activities profiles [38,81,82]. However, the data contrast with those obtained by other investigations [83–85]. It coincides in relation to the VFC with Baena-Arroyo et al. [86] , having fewer percentage differences in gender. Regarding age, the values are very similar to other studies reviewed [64].

Regarding the model, this work explored the relationship by going deeply into the influence of the following variables: service experience, satisfaction and future intentions and, in turn, that of service convenience on satisfaction and future intentions in IFC and VFC customers. In this sense, differentiating relationships by groups, within IFC and VFC, relationships are positive and significant, highlighting service experience, satisfaction and future intentions, coinciding with the results of similar works that show positive relationships in sports centers and fitness centers [5,81,87,88]. These findings are of interest since they have shown that the service experience is more decisive about satisfaction and, finally, in future intentions in the VFC. In this way, strengthening actions which contribute to creating experiences in VFC consumers will bring about greater satisfaction and therefore consumer loyalty. Also, positive and significant relationships are obtained between service convenience and satisfaction and future intentions. However, the latter is not significant for the VFC group- data contrary to what was found in other works [36,89–91].

One of the strengths of this work is the knowledge of the relationships used in a new context in fitness centers, with a high presence of virtual training technology. In this sense, the service experience showed a greater predictive force for satisfaction in virtual activities, in line with the idea presented in other studies [31,32]. In the same way, the satisfaction by users of VFC presented a greater predictive force about future intentions than IFC. Although in these relationships the prediction force differences were small, these results show a significant change in the way users perceive activities that use technological means for their development, having the capacity for permanent innovation”.

 

References:

García-Fernández, J.; Gálvez-Ruiz, P.; Sánchez-Oliver, A.J.; Fernández-Gavira, J.; Pitts, B.G.; Grimaldi-Puyana, M. An analysis of new social fitness activities: loyalty in female and male CrossFit users. Sport Soc. 2019, 1–28. Darekar, A.; McFadyen, B.J.; Lamontagne, A.; Fung, J. Efficacy of virtual reality-based intervention on balance and mobility disorders post-stroke: A scoping review. J. Neuroeng. Rehabil. 2015, 12, 1–14. Saposnik, G.; Levin, M. Virtual reality in stroke rehabilitation: A meta-analysis and implications for clinicians. Stroke. 2011, 42, 1380–1386. Cronin, J.J.; Brady, M.K.; Hult, G.T.M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J. Retail. 2000, 76, 193–218. Bodet, G. Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model. Eur. Sport Manag. Q. 2006, 6, 149–165. García-Fernández, J.; Gálvez-Ruiz, P.; Fernández-Gavira, J.; Vélez-Colón, L.; Pitts, B.; Bernal-García, A. The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Manag. Rev. 2018, 21, 250–262. García-Fernandez, J. La fidelidad de clientes en centros de fitness privados españoles: la cadena de creación y percepción de valor; Universidad de Sevilla: Sevilla, España, 2012. Gálvez-Ruiz, P.; Conde-Pascual, E.; Estrella-Andrade, A.; García-Fernández, J.; Romero-Galisteo, R.P.; Vélez-Colón, L.; Pitts, B.G. Testing factorial invariance of the questionnaire of evaluation of the quality perceived in sports services in Spanish. Curr Psychol., doi.org/10.1007/s12144-018-0053-y. Yanni, A. Customers’ expectations of service in Greek fitness centers. Manag. Serv. Qual. An Int. J. 2005, 15, 245–258. García-Ferrando, M.; Llopis-Goig, R. Encuesta sobre los hábitos deportivos en España. Ideal democrático y bienestar personal; Consejo Superior de Deportes y Centro de Investigaciones Sociológicas: Madrid, España, 2011. Muyor, J.M.; Águila, C.; Sicilia, A.; Orta, A. Assessing user’s motivation in sport centers. Rev. Int. Med. y Ciencias la Act. Física y el Deport. 2009, 9, 67–80. Barros, C.; Gonçalves, L. Investigating individual satisfaction in health and fitness training centres. Int. J. Sport Man. Mark. 2009, 5, 384-395. Nuviala-Nuviala, A.; Tamayo-Fajardo, J.; Iranzo-Llopis, J.; Falcón-Miguel, D. Creación, diseño, validación y puesta en práctica de un instrumento de medición de la satisfacción de usuarios de organizaciones que prestan servicios deportivos. Retos: Nuevas tendencias en Educ. Física, Deport. y recreación 2008, 2008, 10–16. Baena-Arroyo, J.; García-Fernández, J.; Bernal-García, A.; Lara-Bocanegra, A.; Gálvez-Ruiz, P. El valor percibido y la satisfacción del cliente en actividades dirigidas virtuales y con técnico en centros de fitness. Rev. Psicol. del Deport. 2016, 25, 219–227. Theodorakis, N.D.; Howat, G.; Ko, Y.J.; Avourdiadou, S. A comparison of service evaluation models in the context of sport and fitness centres in Greece. Manag. Leis. 2014, 19, 18–35. Silla-Merchán, A.; Calabuig-Moreno, F.; Añó-Sanz, V. Emociones, satisfacción e intenciones futuras de los usuarios de actividades dirigidas de un centro deportivo. J. Sport. Econ. Manag. 2014, 4, 22–38. Calabuig, F.; Burillo, P.; Crespo, J.; Mundina, J.J.; Gallardo, L. Satisfacción, calidad y valor percibido en espectadores de atletismo. Rev. Int. Med. y Ciencias la Act. Física y del Deport. 2010, 10 (40), 577–593. González-Gallarza, M.; Gil-Saura, I. Desarrollo de una escala multidimensional para medir el valor percibido de una experiencia de servicio. Rev. Española Investig. Mark. 2006, 10, 25–60. Hightower, R.; Brady, M.K.; Baker, T.L. Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events. J. Bus. Res. 2002, 55, 697–707.

 

Author Response File: Author Response.pdf

Round 2

Reviewer 1 Report

Thanks for the Author's that improved the Manuscript a lot according to the comments provided. 

Reviewer 2 Report

The authors have made the majority of suggested changes. For this reason, the manuscript could be accepted in its current state.