A quality system framework for tennis racquet clubs: Development and use.

摘要

Tennis racquet clubs are a specialized business within the sports and fitness industry. Like other small businesses, varying management structures and levels of process implementation exist. As is typical in service businesses, customer interactions are frequent, and needs and expectations vary. When businesses do not meet customer needs, customer dissatisfaction occurs and can result in reduced use of services or membership loss, leading to decreased revenue.;This paper reviews the general concepts of customer needs, customer requirements in fitness and sports clubs, sport club management guidelines, customer satisfaction effects, and quality management systems. The ISO 9001 and Baldrige quality frameworks are examined for applicability. Specific racquet club considerations are discussed.;A quality system is proposed for managing a tennis racquet club to improve operations, customer satisfaction and loyalty, and profits. Specific elements of a quality system are suggested for implementation as a first-phase approach.