Importance-Performance Matrix Analysis (IPMA) to Evaluate Servicescape Fitness Consumer by Gender and Age.

The fitness sector has always been linked to the analysis of the loyalty of its consumers. Different studies have shown the importance of sports service and human resources for greater customer loyalty. However, few works have studied how the physical environment or servicescape influences the behavior of consumers in fitness centers based on gender and age. Therefore, the objective of the study was to analyze the relationship between servicescape and the loyalty of fitness center consumers, analyzing through the Importance-Performance Matrix Analysis (IPMA) what the aspects to improve according to gender and age are. The sample was 10,368 fitness center customers (5864 women and 4504 men). After the IPMA, it was concluded that the main improvement margins in general in fitness centers were the equipment and the facility condition, and the facility layout. In turn, in relation to gender and age, the aspects with room for improvement were to a greater extent for equipment and facility condition in women over 21 years of age, and in facility layout for women between 21 and 40 years old and 51-60 years old. Regarding men, the aspects with the highest performance margins were the equipment and facility condition in all the age groups, the facility layout in men up to 50 years old, and the signage in men up to 40 years old and from 51 to 60 years old.

Influência das tecnologias na retenção de sócios em ginásios: revisão sistemática / The influence of technologies on members' retention by gyms: a systematic review / Influencia de las tecnologías en la retención de socios en gimnasios: revisión sistemática

O objetivo desta revisão sistemática é identificar a influência das redes sociais e tecnologias na retenção de clientes em ginásios. A pesquisa foi efetuada em quatro bases de dados online, de 2011 a 2019. Através do método PRISMA (MOHER et al., 2009), foram selecionados dez artigos. Os resultados evidenciaram que as redes sociais e o uso de tecnologias são fundamentais no processo de retenção. Após a análise dos dez artigos, foram também identificadas e analisadas as variáveis características pessoais dos sócios, frequência e tempo de utilização e qualidade do serviço e satisfação, como influenciadoras da retenção de clientes. Resumindo, este estudo fez uma revisão dos artigos que estudam o impacto das tecnologias e redes sociais na retenção de clientes em ginásios e ajudou a identificar outros fatores que incidem na retenção clientes, agrupando-os em duas dimensões, associadas à empresa e ao cliente.

The purpose of this systematic review is to identify the influence of social media and technologies on customer retention in gyms. The survey was conducted on four online databases from 2011 to 2019. Ten articles were selected through the PRISMA method (MOHER et al., 2009). The results showed that social media and the use of technologies are crucial in the retention process. After analyzing the ten articles, we also identified and analyzed the variables 'personal characteristic of members,' 'attendance and time of use,' 'quality of service and satisfaction' as influencing customer retention. In summary, this study reviewed the articles that study the impact of technologies and social networks on customer retention by gyms and helped to identify other factors that focus on retention, grouping them into two dimensions associated with the company and customers.

El objetivo de esta revisión sistemática es identificar la influencia de las redes sociales y las tecnologías en la retención de clientes en gimnasios. La investigación se llevó a cabo en cuatro bases de datos on-line, de 2011 a 2019. A través del método PRISMA (MOHER et al., 2009), se seleccionaron diez artículos. Los resultados mostraron que las redes sociales y el uso de tecnologías son fundamentales en el proceso de retención. Después de analizar los diez artículos, también se identificaron y analizaron las variables características personales de los socios, frecuencia y tiempo de uso, calidad del servicio y satisfacción, como elementos que influyen en la retención de clientes. En resumen, este estudio revisó los artículos que estudian el impacto de las tecnologías y las redes sociales en la retención de clientes en los gimnasios y ayudó a identificar otros factores que inciden en la retención de clientes, agrupándolos en dos dimensiones, empresa y cliente.

How can managers in the hospital in the home units help to balance technology and physician-patient knowledge?

BACKGROUND: With the passing of time, knowledge like other resources can become obsolete. Thus, people in a healthcare system need to update their knowledge in order to keep pace with the ongoing changes in their operational environment. Information technology continually provides a great amount of new knowledge which can lead to healthcare professionals becoming overloaded with knowledge. This overloading can be alleviated by a process of unlearning which enables the professional to retain just the relevant and critical knowledge required to improve the quality of service provided by them. OBJECTIVE: This paper shows some of the tools and methods that Hospital-in-the-Home Units (HHUs) have used to update the physician-patient knowledge and the technology knowledge of the HHUs' personnel. DESIGN: A survey study was carried out in the HHU in Spanish health system in 2010. SETTING: Fifty-five doctors and 62 nurses belonging to 44 HHUs. INTERVENTIONS: None. RESULTS: Three hypotheses are presented and supported, which suggest that technology and physician-patient knowledge is related to the unlearning context and the unlearning context impacts positively on the quality of health services provided. CONCLUSION: The key benefits of the unlearning context for the quality of service provided in HHUs are clear: it enables them to identify and replace poor practices and also avoids the reinvention of the wheel (e.g.: by minimizing unnecessary work caused by the use of poor methods) and it reduces costs through better productivity and efficiency (improving services to patients).