Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/3037

Appears in Collections:School of Sport Journal Articles
Peer Review Status: Refereed
Title: The Intention-to-Repurchase Paradox: A Case of the Health and Fitness Industry
Authors: Ferrand, Alain
Robinson, Leigh
Valette-Florence, Pierre
Contact Email: leigh.robinson@stir.ac.uk
Issue Date: Jan-2010
Publisher: Human Kinetics
Citation: Ferrand A, Robinson L & Valette-Florence P (2010) The Intention-to-Repurchase Paradox: A Case of the Health and Fitness Industry, Journal of Sport Management, 24 (1), pp. 83-105.
Abstract: The factors that lead customers to continue to use a particular organization have been subject to extensive research which has focused on service quality (Olorunniwo, Hsu, & Udo, 2006; Parasuraman, Zeithaml, & Berry, 1985, 1994a, 1994b) satisfaction (Jones & Suh, 2000; Murray & Howat, 2002; Söderlund, 2006), and image (Lassar, Mittal, & Sharma, 1995; Zins, 2001). Although the factors investigated may be different, there is general agreement that the retention of customers is fundamental to the success of an organization (Oliver, 1999; Söderlund, 2006; Zeithaml, Berry, & Parasuraman, 1996). The notion of customer retention is encapsulated by the concept of customer loyalty (Ganesh, Arnold, & Reynolds, 2000; Zins, 2001) and it is evident that loyal customers are considered key to organizational profitability and success. Selin, Howard, Udd, and Cable (1987) found that consumers of municipal recreation programs who demonstrated the greatest levels of loyalty to the service tended to repurchase more often and spend more money. In addition, research carried out with theater customers showed that greater levels of loyalty led to greater repurchase behavior (Divett, Crittenden, & Henderson, 2003). From this it is apparent that it is of benefit to organizations to create loyal custome
Type: Journal Article
URI: http://hdl.handle.net/1893/3037
URL: http://journals.humankinetics.com/jsm-back-issues/JSMVolume24Issue1January/TheIntentiontoRepurchaseParadoxACaseoftheHealthandFitnessIndustry
Rights: Rights according to Copyright Assignment Form: http://journals.humankinetics.com/AfcStyle/DocumentDownload.cfm?DType=DocumentItem&Document=JSM%5FCopyright%2Epdf; Information from publisher: "the author retained the right to post an electronic version of the finalized article in an electronic repository controlled by his institution, provided that the electronic version is in PDF or other image capturing format."
Affiliation: Claude Bernard University Lyon 1
Sport - Academic
Pierre Mendes-France University

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