本研究的發想使於作者本身在健身產業的22年行業經驗，藉此發展出強有力的定性分析和經驗結合的框架，透過兩個研究設計來了解健身產業如何提升員工及客戶滿意度，從而增加企業的收入，在健身行業中取得成功。研究結果發現，現代健身產業經營者應將人力資源之訓練和真誠領導帶入員工發展，藉此提升員工及客戶滿意度，進而推動組織績效表現。這篇論文的準備工作始於1987年，當時我還是只是一個最初階管理者，期間不斷的發展成長，最後成為品牌總裁和首席執行長。通過與顧問的合作，這與學術框架和勤奮精神相吻合。此文可提供給任何想進入健身中心的人專業建議。

Those who understand fitness know that the ideals of the industry do not necessarily match with reality (retention losing out to on boarding) but it is the hope of the author of this paper that that schism can be healed and brought closer by understanding how development aids in satisfaction which then communicates to the customer thus driving revenues.
The point of this research and experience combination was to test the framework and provide owners, operators and employees at fitness centres a road map or guideline on how to manage your people for success in an industry where success comes from the feeling and warmth of the people.
The results of these studies reveal that authentic Leadership for the Modern Fitness Industry should take the reader into the key areas of staff development, human resource practices, culture creation and then it will show the reader how those key areas affect the satisfaction of employees and customer satisfaction to drive financial performance.

論文審定書 i
Acknowledgement ii
中文摘要 iii
Abstract iv
Table of Contents v
Chapter 1. Introduction 1
1.1 Research Motivation & Purpose 3
Figure 1. Research Model 3
1.2 Research Questions 4
Chapter 2. Methodology 5
2.1 Interview Questions Breakdown 5
Table 1 - Interview Question Breakdown by topic/segment/age/gender 6
2.2 Study #1 7
“How to nurture satisfaction in employees and customers” 7
2.2.1 Design 8
2.2.2 Description of Sample 9
2.2.3 Key Results 10
2.2.3.1 Important Factors When Reviewing A Location Response 10
2.2.3.2 Gym by Gym Findings 11
2.2.3.3 Company Trends 20
1. The store provides a variety of benefits 20
The store provides a variety of benefits: (question from employee survey of front line staff) 20
The store cares about work–life balance of employees: (question from employee survey of front line staff) 20
Does your store manager remove obstacles which prevent you from producing high-quality service? 21
My store manager is responsive to my requests for help or guidance. Agree or disagree? Explain. 21
Does your store manager remove obstacles which prevent you from producing high-quality service? 21
My store manager is responsive to my requests for help or guidance. Agree or disagree? Explain. 22
2.2.4 Evaluating Customer Service Satisfaction 22
2.2.4.1 Customer Survey Design 22
Graph 1 23
2.2.4.2 Survey Findings 24
2.2.5. A Closer Look 25
“the clear majority of Anytime Fitness members are indeed satisfied to happy in their relationship with their specific gym and its staff” 25
“the experience level of all frontline staff still being in the “relatively early” stages of their tenure has led to a ceiling in the brand’s ability to deliver that extra layer of relations with customers to get that “strongly agree” response” 25
“with aging of staff and more familiarization into their positions the potential to shift the “unsure” response higher is possible” 26
2.2.6 Study 1 Summary 26
Study #2 27
2.3.1 Design 28
2.3.2 Description of Sample 28
2.3.3 Key Results 29
2.3.3.1 Gym by Gym Findings 30
Does the company align culture to correctly influence profitability? 30
Does the company align culture to correctly influence profitability? 31
Does the company align culture to correctly influence profitability? 32
Does the company align culture to correctly influence profitability? 34
Does the company align culture to correctly influence profitability? 36
Our employees explain items’ (services’) features and benefits to overcome customers’ objections. 36
Our employees approach customers quickly 36
Does the company adjust its culture to properly influence profitability? 37
2.3.4 Study #2 Summary 38
Chapter 3 General Discussion 39
HR/Culture + Leadership leads to employee satisfaction and customer satisfaction which then drives financial performance. 39
References 42
Appendix 44
Questions on Leadership (4) Sales/PT - 1 Gym 3 Staff 44
Questions on Employee Satisfaction (4) Sales/PT - 1 Gym 3 Staff 44
Question on HRM (6) Sales/PT - 1 Gym 3 Staff 44
Questions on Organizational Performance (1) -1 Gym - 1 Manager 45
Questions on Service Performance (3) -1 Gym - 1 Manager 45
Questions on Customer Satisfaction (5) - 1 Gym - 3 Members 45

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