Enterprise Gamification of International Fitness Centers for Service Quality Improvement 以企業遊戲化提升國際健身中心服務品質

以企業遊戲化提升國際健身中心服務品質

珍妮佛(Jennifer Leigh Norris)

指導教授 ： 林博文 ； 楊千旻

國立清華大學/科技管理學院/國際專業管理碩士班/碩士(2013年)

摘要

Enterprise gamification is the process of turning non-game internal business processes into complete games or adding game elements to non-game internal enterprise activities to achieve business objectives. It is a growing practice commonly used along with external or consumer gamification to increase engagement and motivation among employees and thereby meet business objectives. Consumer gamification is currently being explored across a number of industries, including the fitness industry, but there is a lack of research on enterprise gamification within the fitness industry and particularly fitness centers. The fitness center industry is a focal point for current consumer gamification efforts and the environment of the fitness center industry is growing increasingly competitive with much demand falling on employee development and performance, as fitness center employee performance is a determining factor in member service quality perceptions, and in gaining a competitive advantage. This thesis matches studies on the effects of enterprise gamification against fitness center service quality scales, studies of fitness center and emotional employee motivating factors and fitness center business objectives with a focus on application to international fitness centers. I conclude that enterprise gamification can lead to enhancement of many elements of fitness center service quality scales, using fitness center service quality scales to achieve a broader scope, and show how gamification could improve each scale individually, indicating a potential benefit for an international fitness center that has to account for differences in populations across countries.

關鍵字

以企業遊戲化提升國際健身中心服務品質 ； 健身中心

並列摘要

無資料

並列關鍵字

Fitness Center ； Service Quality ； Gamification

參考文獻

Resources

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