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.

中文翻译：

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客户知识管理如何帮助留住健身俱乐部会员：关系质量的中介效应

目的

本研究旨在开发一个概念模型，以了解客户知识管理（CKM）如何通过关系质量的中介影响健身俱乐部会员更新。

设计/方法论/途径

使用系统抽样方法在健身俱乐部之外收集数据。共收集有效回复224条。结构方程模型用于评估研究模型的构造之间的关系。

发现

结果表明，来自客户的知识和客户的知识都对客户满意度和客户信任产生积极影响。其中，客户知识对客户满意度影响较大，客户知识对客户信任影响较大。此外，关系质量的三个维度（客户满意度、客户信任和客户承诺）对会员续约意愿产生正向影响，其中客户承诺对其影响最大。

原创性/价值

本研究结合CKM和关系质量管理的理论来解释为什么会员会更新他们的服务合同。通过以健身俱乐部为例，本研究扩展了作者对来自客户和为客户提供的知识如何影响客户对服务公司的态度和行为意图的理解。