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Appears in Collections:Faculty of Health Sciences and Sport Journal Articles
Peer Review Status: Refereed
Title: The Intention-to-Repurchase Paradox: A Case of the Health and Fitness Industry
Author(s): Ferrand, Alain
Robinson, Leigh
Valette-Florence, Pierre
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Keywords: Sports administration
Sports Management
Physical fitness centers
Issue Date: Jan-2010
Date Deposited: 1-Jun-2011
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 customers
Rights: Rights according to Copyright Assignment Form:; 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."

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