An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs

Purpose This study aims to analyze the impact and predictive capacity of organizational culture on both customer loyalty and organizational performance in health clubs using data from managers and customers of health clubs in Spain. Design/methodology/approach A total of 101 managers were asked to m...

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Detalles Bibliográficos
Autores: García Fernández, Jerónimo, Martelo-Landroguez, Silvia, Vélez Colón, Luisa, Cepeda-Carrión, Gabriel
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2018
País:España
Institución:Universidad de Sevilla (US)
Repositorio:idUS. Depósito de Investigación de la Universidad de Sevilla
OAI Identifier:oai:idus.us.es:11441/81616
Acceso en línea:https://hdl.handle.net/11441/81616
https://doi.org/10.1108/JHTT-09-2017-0100
Access Level:acceso abierto
Palabra clave:Performance
Organizational culture
PLS-SEM
Prediction
Fitness industry
Health clubs
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spelling An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubsGarcía Fernández, JerónimoMartelo-Landroguez, SilviaVélez Colón, LuisaCepeda-Carrión, GabrielPerformanceOrganizational culturePLS-SEMPredictionFitness industryHealth clubsPurpose This study aims to analyze the impact and predictive capacity of organizational culture on both customer loyalty and organizational performance in health clubs using data from managers and customers of health clubs in Spain. Design/methodology/approach A total of 101 managers were asked to measure organizational culture and organizational performance and 2,931 customers were asked to indicate their customer loyalty. The proposed hypotheses were tested and their predictability assessed through PLS-SEM. A composite concept was adopted to analyze the relationships between the different constructs and their indicators. Findings The findings suggest that organizational culture has a positive relationship with both customer loyalty and organizational performance. The four main dimensions of organizational culture that influence this relationship are, in order of significance, organizational presence, formalization, atmosphere and service-equipment. The authors’ model has a very good predictive power for both dependent variables. Originality/value Customer loyalty is an aspect of health clubs that can be improved. This study highlights the importance of creating a strong organizational culture in health clubs, as it enhances and predicts customer loyalty and organizational performance. Its predictability has already been tested with samples of managers and customers, with the analysis being performed from the perspective of the organization’s management and customer perceptions. This study also contributes to the field of sport management, using a predictive PLS-SEM techniqueEmeraldEducación Física y DeporteAdministración de Empresas y Marketing2018info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionapplication/pdfapplication/pdfhttps://hdl.handle.net/11441/81616https://doi.org/10.1108/JHTT-09-2017-0100reponame:idUS. Depósito de Investigación de la Universidad de Sevillainstname:Universidad de Sevilla (US)InglésJournal of Hospitality and Tourism Technology, 9 (3), 438-454.https://doi.org/10.1108/JHTT-09-2017-0100info:eu-repo/semantics/openAccessoai:idus.us.es:11441/816162026-06-17T12:51:07Z
dc.title.none.fl_str_mv An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
title An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
spellingShingle An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
García Fernández, Jerónimo
Performance
Organizational culture
PLS-SEM
Prediction
Fitness industry
Health clubs
title_short An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
title_full An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
title_fullStr An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
title_full_unstemmed An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
title_sort An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs
dc.creator.none.fl_str_mv García Fernández, Jerónimo
Martelo-Landroguez, Silvia
Vélez Colón, Luisa
Cepeda-Carrión, Gabriel
author García Fernández, Jerónimo
author_facet García Fernández, Jerónimo
Martelo-Landroguez, Silvia
Vélez Colón, Luisa
Cepeda-Carrión, Gabriel
author_role author
author2 Martelo-Landroguez, Silvia
Vélez Colón, Luisa
Cepeda-Carrión, Gabriel
author2_role author
author
author
dc.contributor.none.fl_str_mv Educación Física y Deporte
Administración de Empresas y Marketing
dc.subject.none.fl_str_mv Performance
Organizational culture
PLS-SEM
Prediction
Fitness industry
Health clubs
topic Performance
Organizational culture
PLS-SEM
Prediction
Fitness industry
Health clubs
description Purpose This study aims to analyze the impact and predictive capacity of organizational culture on both customer loyalty and organizational performance in health clubs using data from managers and customers of health clubs in Spain. Design/methodology/approach A total of 101 managers were asked to measure organizational culture and organizational performance and 2,931 customers were asked to indicate their customer loyalty. The proposed hypotheses were tested and their predictability assessed through PLS-SEM. A composite concept was adopted to analyze the relationships between the different constructs and their indicators. Findings The findings suggest that organizational culture has a positive relationship with both customer loyalty and organizational performance. The four main dimensions of organizational culture that influence this relationship are, in order of significance, organizational presence, formalization, atmosphere and service-equipment. The authors’ model has a very good predictive power for both dependent variables. Originality/value Customer loyalty is an aspect of health clubs that can be improved. This study highlights the importance of creating a strong organizational culture in health clubs, as it enhances and predicts customer loyalty and organizational performance. Its predictability has already been tested with samples of managers and customers, with the analysis being performed from the perspective of the organization’s management and customer perceptions. This study also contributes to the field of sport management, using a predictive PLS-SEM technique
publishDate 2018
dc.date.none.fl_str_mv 2018
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/11441/81616
https://doi.org/10.1108/JHTT-09-2017-0100
url https://hdl.handle.net/11441/81616
https://doi.org/10.1108/JHTT-09-2017-0100
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Journal of Hospitality and Tourism Technology, 9 (3), 438-454.
https://doi.org/10.1108/JHTT-09-2017-0100
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Emerald
publisher.none.fl_str_mv Emerald
dc.source.none.fl_str_mv reponame:idUS. Depósito de Investigación de la Universidad de Sevilla
instname:Universidad de Sevilla (US)
instname_str Universidad de Sevilla (US)
reponame_str idUS. Depósito de Investigación de la Universidad de Sevilla
collection idUS. Depósito de Investigación de la Universidad de Sevilla
repository.name.fl_str_mv
repository.mail.fl_str_mv
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