Abstract
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Abstract
Details
Keywords
The Internet is full of resources on China and Chinese studies. However, many new users are often overwhelmed by the vast amount of information on the Web. This paper is to offer…
Abstract
The Internet is full of resources on China and Chinese studies. However, many new users are often overwhelmed by the vast amount of information on the Web. This paper is to offer a starting point for inexperienced users interested in finding information over the Internet on Chinese culture, art, language, literature, history, philosophy and current affairs, etc. It focuses on the World Wide Web resources only, and choices of entry are selective rather than exhaustive.
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Kenneth Shiu Pong Ng, Yan Feng, Ivan Ka Wai Lai and Lois Zi-Yu Yang
This study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship…
Abstract
Purpose
This study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.
Design/methodology/approach
Data were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.
Findings
The results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.
Originality/value
This study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.