Study On Service Process Design Of Commercial Fitness Club

Through literature research, this article attempts to internal logic reasoning of service process, build the commercial fitness club service process model, and then to Oursport Qiu Tao fitness club for empirical research, to practice test of the theory, explore the commercial fitness club service process design theory, fill the blank of the study this field and at the same time in order to further strengthen the management of the commercial fitness club market provides practical reference value, in order to improve the service quality of the commercial fitness club, to promote the sustained and healthy development of the commercial fitness club market.In this paper, through literature study and logic analysis, on-the-spot investigation, interview, questionnaire survey research methods, such as comprehensive utilization, construct the theory of commercial fitness club service process based on the model, and aimed at the fort Qiu Tao fitness club has carried on the case study, studies have shown that:1. The customer experience value for the service process the logic of the main line, service process is the delivery way of customer experience value, but the service process in practice application service process are all involved in the operation mode of the staff in the service process and specification, there are many working mode and standard building, is a more complex objects. Over the whole study, if is not focused, and it also is not practical. "Critical moment"(MOT) service routing numerous for brief, specific operational. Will study the service process to focus on customer contact with the company worker of the important moment. Service process design we will be on the basis of customer experience value of "critical moment"(MOT) design. Customer satisfaction is the external performance experience value, also is the basis of inspection service process design is reasonable. So in the implementation of the after service process design to customer satisfaction for inspection.2. Fitness and experience has the natural relation, fitness products production and consumption at the same time, the invisibility of fitness products, fitness products experience sex, more fitness products should focus on customer experience value. Commercial fitness club customer experience is to create value for customers, commercial fitness club is heavy "experience" of fitness service industry.3. The fort on the Oursport Qiu Tao fitness club on the basis of interviews on the basis of the four dimensions of customer experience value design specific service process. Customers can be divided into associate members and members, to associate member because they to the fitness club did not know too much, so they rely mainly on staff guidance, on the basis of consumer psychology, in the process of aesthetic feeling and increase customer experience value around service superiority. In the members of the service process in accordance with the order of the fitness club member contact start from customer service, the membership department, manager of the service process design, closely around the customer experience value in the design process.