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\title{Factors that Symbolize the Service Quality in Fitness Centers: A Study under the Perspective of Systematic Review and Content Analysis}
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             \author[1]{Evadio  Filho}

             \affil[1]{  Universidade Poritguar Unp,}

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\date{\small \em Received: 7 December 2019 Accepted: 3 January 2020 Published: 15 January 2020}

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\begin{abstract}
        


The article identifies the factors that delimit the concept of service quality in gyms sector.Design/methodology/approach: A systematic review was developed in which it adopted a reduced version of the protocol entitled Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA). The surveys were conducted in Emerald, Science Direct, and EBSCO databases; having as preliminary elegibility criteria the presence in the title, abstract or keywords of the following search terms: "service quality" or "fitness center"; "service quality" or "gym"; "service quality" or "health club"; "calidad del servicio" or "centro de fitness". Twenty empirical articles were included, with the availability of the text in full, published in English, Spanish or Portuguese; and that effectively contributed to the purpose of the investigation.

\end{abstract}


\keywords{service quality, systematic review, fitness centers, factors.}

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\let\tabcellsep& 	 	 		 
\section[{Introduction}]{Introduction}\par
xcessive work, household chores, unbalanced eating habits added to bad practices (smoking and alcohol consumption) and urban lifestyle with little availability of time for leisure activities have made gyms one of the main options for those who wish to practice physical activities \hyperref[b25]{(Pereira Filho et al., 2013)}. Besides that, the global community spends a significant portion of their income on health care and this leads, for example, to many health plans to offer discounts to those who participate in weight loss programs or to enroll in gyms \hyperref[b6]{(Bachman, 2007;}\hyperref[b27]{Sevick et al., 2000)}. For \hyperref[b31]{Yildiz and Kara (2012)}, the change in the attitude of consumers towards the adoption of healthier routines is one of the factors that contribute to the growth of the fitness industry.\par
In 2016, the number of Americans who used the services from the fitness centers reached the order of 57.3 million. Regarding the years of 2009 and 2015, respectively, the increases in the contingent of users were 26.5\% and 3.6\%. Currently, in the United States, operate a little more than 36 thousand companies in this sector. In the world context, in 2015, more than 186 thousand health club served 151.5 million consumers, totaling a revenue of approximately 81 billion dollars  {\ref (IHRSA, 2017)}.\par
The statistics reveal an attractive market and of intense competition. However, this industry is marked by significant rates of disassociation. Therefore, managers should turn their attention to customer retention strategies, which will generate positive gains in indicators such as cash flow, market share, and profitability (Avourdiadou and Theodorak is, 2014). However, loyalty involves the understanding of how the customers of the fitness segment evaluate the services received. Service quality is a key factor in this process \hyperref[b8]{(Ferrand et al., 2010;}\hyperref[b11]{García Fernández et al., 2012}; Avourdiadou and Theodorak is, 2014; \hyperref[b32]{Yu et al., 2014)}.\par
By offering a high level of service, the organizations contribute to a greater psychological commitment of the practitioners of physical activities. On the other hand, the discontinuation of physical exercises is driven by failures in service delivery. Some reasons support these arguments: first, fitness services have unique characteristics when compared to other services. Consuming a sports service requires a high rate of user participation. Thus, the achievement of customer objectives depends on how well he exercises its role in the service process; second, some subjective factors impact on the judgments in relation to the fitness service. Perceived motivations and constraints are some examples \hyperref[b1]{(Alexandris et al., 2004)}. Through this context, companies need to increase investments in service attributes that are valued by consumers and, at the same time, show organizational performance below expectations.\par
In light of the above, this study aims to identify which factors, in the literature, delimit the concept of service quality in the segment of gyms. \hyperref[b24]{Parasuraman et al. (1988)} recognized that this concept was influenced by the environment. Quality elements of one industry is not similar to that of another, in its fullness. Therefore, this study is directed to answer the following key question: what attributes circumscribe the quality of service in gyms? Issue has not yet been exhausted in the literature. The work is justified from the insights provided to scholars and managers of the area, providing a deeper understanding of the nature of the term service quality. Important theme for the dynamics of the service process in gyms, because it can shed light on some elements that cause the high rates of dropouts in the fitness industry. Knowing the elements that the literature emphasizes as essential in the service of a gym will help managers make more effective decisions. This will help them hone their services and delight customers, increasing the chances of repeat purchases. For this, a systematic review of the literature and a content analysis were developed.\par
Fundamentals support the combined use of these techniques. Initially, it is beneficial to use the systematic review for studies in which the researcher wants to identify and evaluate all relevant researches on a phenomenon of interest, using a conservative tone to follow an explicit, rigorous and transparent methodological approach. In this class of literature review, a protocol is configured as an essential component \hyperref[b13]{(Greenhalgh et al., 2004;}\hyperref[b23]{Moher et al., 2015;}\hyperref[b30]{Tranfield et al., 2003)}. This scenario is aligned with this paper, which adopted the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA), procedure widely used in health studies such as the fitness segment \hyperref[b14]{(Gulliver et al., 2010;}\hyperref[b22]{Liberati et al., 2009;}\hyperref[b28]{Sisask and Värnik, 2012)}. In addition, our review explores overviews that have not yet been worked and that deal with state of the art in relation to the service quality in the fitness sector. Finally, the understanding of the service quality phenomenon, due to its complexity and specificity, demands the researcher to use a flexible technique to processing of data. This motivated the choice by content analysis. Understanding the state of the art requires a large volume of textual data, this demands the application of a technique that simplifies this data mining work. By transforming texts into a network of categories it is possible to clearly and comprehensively understand the meanings surrounding the observed phenomena \hyperref[b16]{(Hsieh and Shannon, 2005)}. 
\section[{II.}]{II.} 
\section[{Method}]{Method}\par
Figure \hyperref[fig_1]{1} illustrates the methodological procedures adopted in this systematic review study. For Tran field et al.  {\ref (2003)}, this typology of literature review is useful when the researcher, supported by a method, intends to narrow a voluminous set of evidence and transform it into a short and simple report, which helps the reader to understand a topic of their interest. The authors emphasize that it is possible to minimize the bias that the researcher imposes in the step of selecting the references, in order to refine more explicitly and synthetically its conclusions on the articles chosen  {\ref (Tran field et al., 2003)}. These fundamentals support the choice of this technique.\par
In this study, a reduced version of the approach called Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) was employed, which originally has a checklist with 27 items. Anomalous aspects to the Administration area and not applicable to this research were disregarded. Twenty-three items of this methodology were processed (except those relating to protocol / registration, additional analysis, and financing). The presence in titles, abstracts or keywords of the following terms was demarcated as preliminary criterion of eligibility: "service quality" or "fitness center"; "service quality" or "gym"; "service quality" or "health club"; "calidad del servicio" or "centro de fitness". The search occurred in the Emerald, ScienceDirect and EBSCO data bases, in the middle of April 2017, establishing restrictions concerning the language of the article (English, Portuguese or Spanish), typology of the publication (only articles in journals) and publication situation (free access in full). Time limits were not prefixed. In the identification phase, a total of 46 articles were tracked. However, four duplications between the bases were found and excluded. A set of primary studies and initially recruited was composed of 42 papers.\par
The abstracts of all articles that were part of this embryonic group were read. The objective was to evaluate whether each of them met the following inclusion criteria: i) is classified as an empirical study; ii) contribute to the identification of determinants of service quality in fitness centers; iii) have the full text available; iv) is published in English, Spanish or Portuguese. Meeting all criteria take the article to the status of eligible for evaluation (selection step). However, the lack of information in the abstracts did not eliminate them immediately. In these cases, a full reading was made to determine if the article was prepared to integrate the list of selected. Twenty-two papers constituted this collection. The other twenty violated at least one of the criteria mentioned, being excluded from the evaluation scope. Among them, fifteen did not contribute to the Studies effectively included in the metaanalysis and qualitative analysis (N = 20)   Exclusion of studies with justification(N = 2) 
\section[{Inclusion step}]{Inclusion step}\par
Removed after analysis of abstract (N = 20)  identification of attributes that circumscribe service quality in gyms, one was a theoretical essay and four were outside the scope of analysis (aquatic centers, The subsequent phase involved the complete reading of each of the 22 articles eligible for evaluation. This initial analysis allowed the exclusion of two studies because they did not effectively contribute to the research question. The others were included in the meta-analysis and qualitative analysis steps. The first phase was based on a descriptive statistical evaluation of the following variables: database, journal title, year of publication, authors, institution with which the authors have a link, nationality of authors, title of article, keywords, number of references, most cited authors, research objective, theoretical foundation employed, application context, sample, type of research, epistemological and methodological classification, methods of collection and analysis, results, limitations and direction of future research.\par
In the second phase, the content analysis was developed to apprehend the dimensions and variables that symbolize the service quality of gyms. Open and axial encodings were performed. The first aims to express the data of the article in the form of concepts, while the other identifies connections between the categories resulting from the previous step. It is based on evaluating what approximates and differentiates one category from the other \hyperref[b9]{(Flick, 2009)}. 
\section[{III. Presentation and Discussion of Results}]{III. Presentation and Discussion of Results}\par
In this section, the results of the analysis of twenty articles were presented. It is noted that the largest fraction of publications is linked to the EBSCO database (55\%) and report to the triennium 2012 to 2014 (45\%). The oldest and most recent publications date, respectively, from 1987 and 2014. The most frequent channels of disclosure were the periodicals Journal of Sport Management (four articles) and Managing Service Quality (three articles) which have, in the present day, the impact factors on the order of 0.684 and 1.286 respectively. Table \hyperref[tab_0]{1} illustrates the databases, year and periodical in which the articles were publicized. Regarding the nationality of the authors, Greece and United States were the countries that stood out. The Greeks and the Americans, together, were responsible for 50\% of the publications, making each of them 5 papers. Spain and South Korea also point out as secondary exponents in the area of quality management in fitness centers. Eleven other nations also sowed theoretical contributions in the fitness industry, of which eight are located in the European (Portugal, Sweden, France, United Kingdom and Turkey) and Asian continents (Malaysia, Hong Kong, and China). Table \hyperref[tab_1]{2} shows the authors of the articles evaluated in the review and their origins.\par
Moreover, Nicholas D. Theodorak is and Jerónimo García Fernández, with three publications each, were the most active authors. On a lower level, other names stand out such as Ainara Bernal García, Pinelopi Athanasopoulou, Susan Y. Kim and James J. Zhang. All these with two papers. In addition, forty-five different authors also recorded studies. The number of Behavioral evidences of researchers point to a network of co-authorship that evolves scatteredly, as shown in Figure \hyperref[fig_2]{2}. Only three clusters show more apparent ramifications. One of these clusters is labeled purely Greek current by reason of the nationality of the majority of the theorists that integrate it. It is a relatively recent group, with publications dating from the beginning of the years 2000. Seven authors compose this grouping, with Nicholas Theodorakis as the exponent, whose empirical contributions gravitate, in essence, to the understanding of the dimensions of the quality of the fitness service and as distinct groups evaluate each one. Note also an emerging group, influenced by Spanish academics and with prominence for Jerónimo García Fernández. The Cluster was named purely Spanish current. Eight authors make up this contemporary conglomerate, whose studies have been propagated since 2012. This community currently focuses on the analysis of the relationship between service quality and variables related to consumer (satisfaction, fidelity, perceived value, among others). Another cluster more robust and intense was evidenced, entitled American-Korean current. Nine authors incorporate it and whose origins are more heterogeneous than the other groups. A peculiar feature of the group is the connection between older authors (with publications from the 1990s) and those more recent. There are indications that his current research is based on constructs of more classic authors on the theme, the example of Daeshik Kim and Susan Y. Kim (instrument QUESC). The most current investigations of this current have objectives similar to the purely Spanish current, yet the embryonic works had a stronger approximation with the purely Greek current.\par
Related to institutions (Table \hyperref[tab_2]{3}), the Aristotle University of Thessaloniki was the one that most disseminated studies within the defined scope. There were four articles attributed to this organization. University of Sevilla, University of Peloponnese, Democritus University of Thrace, University of Texas and University of Athens, with two papers each, also integrate the group of the most incisive educational institutions in the art of publishing theoretical-empirical constructions. Furthermore, another twenty institutions, with a single article, were evidenced in the literature review. Regarding the aspects of the content of the articles, it can be seen that the terms service(s), fitness and quality were those that are more evident in the titles of the studies. The first word contains 13 mentions, while the other two have 11 indications. These same terminologies are also noted in the keywords. What differs is only the position that occupies in the ranking and the frequency with which they appear. The word quality is the most cited with 11 occurrences, followed by service(s) and fitness. The last two have In addition, the relation between the impact factor of the journal and the number of global citations of each study was drawn. The first variable was collected in the official sites of the journals, while the second variable was captured from the statistics published in Google Scholar. The information were expressed in Table \hyperref[tab_3]{4}.    \hyperref[b18]{Kim and Kim (1995)} which proposes one of the pioneer scales (labeled QUESC) in the fitness segment also occupied a position of relevance, being one of the most cited on three occasions.\par
As for the theoretical foundations employed, the contributions of Oliver and Parasuraman, Zeithaml and Berry were intensified. In ten articles, the use of the paradigm of disconfirmation and the standardized multidimensionality of the service were recurrent. The contexts of research execution practically fitness center (public and/or private) or sports complexes, which had this type of business in the package of services offered. Only in the study of \hyperref[b2]{Amirani and Baker (1995)} the focus was different, having as the field of application a university. The number of participating organizations ranged from 1 to 30 enterprises. In nine papers, the application of collection tools focused on only one company.\par
The studies were predominantly quantitative (70\%), whose samples varied between 110 and 5283 subjects. For the qualitative (15\%), the sample size ranged from 10 to 100 individuals. The other articles were classified as mixed (15\%) because they combined qualitative and quantitative approaches. In this group, the number of participants was between 8 and 1202. Regarding the epistemological and methodological foundations, there was a predominance of positivist studies and with the use of survey (85\%). Exceptions were noted in the works of \hyperref[b20]{Lagrosen and Lagrosen (2007)}, \hyperref[b4]{Athanasopoulou et al. (2013)}, \hyperref[b3]{Athanasopoulou (2008)}. The three articles have a constructivist epistemological paradigm. However, the first adopted the Grounded Theory, whereas the last chose the case study. Furthermore, it is perceived that the author Pinelopi Athanasopoulou has a bias towards the qualitative approach.\par
The hegemony of the questionnaire as a collection method was perceptible. In seventeen studies, this instrument was used. Relative to the techniques of analysis, the internal consistency test (Cronbach's alpha), factorial analysis and analysis of variance (ANOVA) were the most employed. Thirteen, twelve and nine were the quantities of evidence of the use of each of the respective statistical techniques.\par
Alluding to results, the main relationship discussed was the effect of service quality on consumer satisfaction. The studies of  {\ref Ferrand et}    {\ref (2013)}. It was also pointed out the plurality and nonstandardization of the dimensions that symbolize the quality of the fitness service. The quantitative of dimensions ranged from 2 to 11, without expressing solidity in the findings.\par
The notes on the limitations of articles gravitated around the impossibility of generalizing the results. The reasons given were predominantly the small sample size, the smallest number of participating institutions and geographic spaces investigated (did not compare cultural variations) and the non-probabilistic trace of the samples. In eleven articles, these statements were manifested. The works of \hyperref[b10]{García et al. (2013)} and \hyperref[b5]{Avourdiadou and Theodorakis (2014)} showed the cross-section of the samples as a limiting factor. Already the directions of future research turn around the replication of the study itself, increasing the amount of fitness center, variables and territories investigated. The review of the quality measurement scales of the fitness service was also mentioned. These points were manifested in fourteen of the evaluated articles.\par
Finally, the multiple meanings that circumscribe the service quality of fitness center were grouped into twenty categories (Figure  {\ref 4}). As for the number of citations, the two categories of greater emphasis are related to the human resource theme. The first position is occupied by that entitled administrative staff, followed by instructors; which presented 55 and 45 indications, respectively. This result elucidates how relevant the employee is in the context of the fitness industry. Phenomenon that highlights the conclusions of \hyperref[b3]{Athanasopoulou (2008)}, by mentioning that, because of the constant contacts with clients, gyms employees are paramount in the service quality and must have the skills Furthermore, the attendance subcategory was the prominent aspect both in one and the other category. The excerpts "the instructors should be sociable, communicative, friendly and to be caring for clients" from the study of \hyperref[b3]{Athanasopoulou (2008)}; and "employees behave in a pleasant way in interactions with customers" of the work of Lagrosen and Lagrosen (2007) exemplify the phenomenon. Thus, the way in which clients interact with instructors and administrative staff was perceived as a key item in providing the service. In the administrative staff category, the attendance element appeared 39 times; while in instructors, this number was 24 evidence.\par
The environments category had 41 references, occupying the third place. This corroborates with the notes of \hyperref[b32]{Yu et al. (2014)}, which cite the environment as one of the elements that contribute to satisfaction, customer retention, and profitability of the company. The biggest highlight occurred in the traces of luminosity, ventilation, and smell that made up the physical spaces of the gym and made them more pleasant (subcategory labeled environmental comfort with 24 notes). The study by Fernández et al. (2012), for example, presents textual fragments that illustrate these elements, such as: "temperature is adequate"; "there is pleasant smell" and "humidity is appropriate".\par
Subsequent posts were filled by categories training programs (35), equipments \hyperref[b25]{(26)}, convenience \hyperref[b24]{(25)} and modalities \hyperref[b21]{(22)}. Concerning the training programs, the customization, with twelve citations, was the most preponderant item. Understanding the needs and desires of the clientele is essential in the management of a fitness center. Some theorists \hyperref[b18]{(Kim, 1995;}\hyperref[b0]{Afthinos et al., 2005)} have mentioned this aspect of service in their empirical essays, as the excerpts reveal: "exercise programs or differentiated goals"; "family programs"; "children's programs". For the equipments, the launch status, the aspect of new (modernity subcategory) was cited in eight studies. This reinforces the attention that the managers must offer the periodical renovation of the set of apparatus for the practice of exercises and furnishings available. Mentions to "modern-looking equipment" were recurrent in textual extracts from the works of Lam et al. In terms of convenience and modalities, the supremacy was directed, respectively, to the subcategories accessory services (snack bars, sporting goods stores, among others) and variety of sports activities. The studies of Chelladurai (1987) and \hyperref[b15]{Howat et al. (1999)} reinforce the conception of ancillary services from the respective sections: "variety of foods offered at the snack bar" and "the center must have adequate facilities for food and drinks". \hyperref[b29]{Theodorakis et al. (2004)}, on the other hand, emphasized the diversity of modalities in the fragment "wide variety of programs". Among the seven most commented categories, only convenience is not part of the main service of a fitness club.\par
Another thirteen categories were evidenced to a lesser extent. Participated in this list: hygiene, location, locker rooms, information, organized events, accessibility, price, packages of service, organizational image, socialization, hedonism, safety conditions and corporate management. Figure 5 illustrates the categories and subcategories linked to service quality in gyms. Adaptation of the body in order to respond and resist, satisfactorily, the physical efforts of daily life; in their intensity and time of exposure.\par
E1, E3, E6, E9, E15, E16. 
\section[{Psychological well-being}]{Psychological well-being}\par
The good functioning of the human mind, in which the individual is able to have self-control and autonomy, to possess a positive view of himself.\par
E6, E9, E14, E15.\par
Customization Adaptation of service, or part of it, to meet the needs and desires of consumers.\par
E2, E3, E4, E5, E6, E7, E8, E11, E12, E14, E16, E20. 
\section[{Variety}]{Variety}\par
Assortment of programs available. E7, E13, E20. 
\section[{Level of excellence}]{Level of excellence}\par
Programs are run at a level higher than consumer expectations. E7, E11, E17, E20. 
\section[{Aesthetic change}]{Aesthetic change}\par
Reach of body beauty patterns delimited by society, from physical activity. E9.  
\section[{Instructors}]{Instructors} 
\section[{Cost-benefit}]{Cost-benefit}\par
Relationship between the value paid (sacrifice) and advantages perceived by the client during provision of the service.\par
E2, E4, E5, E8, E11, E16. 
\section[{Promotions}]{Promotions}\par
Special conditions of payment (value and term) offered by the fitness center in order to leverage the number of enrollments.\par
E10. 
\section[{Payment methods}]{Payment methods}\par
Means that the gym provides for customers to pay their monthly fees (checks, cards, cash, among others). E10. 
\section[{Secondary services}]{Secondary services}\par
Value charged on goods and services that are not essential to the functioning of a health club (snack bar, resale store of sportswear and supplements, among others).\par
E1. 
\section[{Convenience}]{Convenience}\par
Opening hours Duration in which the gym is in operation. E1, E3, E7, E12, E19, E20. 
\section[{Accessory services}]{Accessory services}\par
Availability of services that are not essential to the functioning of a health club (parking, snack bar, resale store of sportswear and supplements, among others).\par
E1, E2, E4, E5, E7, E10, E16, E20. 
\section[{Internal procedures}]{Internal procedures}\par
The ease with which consumers perform internal procedures at the gym. E1, E2, E4, E8.\par
Waiting time Time the consumer takes to be served.  
\section[{Design}]{Design}\par
Aspects of the environment that improve its functionality and aesthetics.\par
E1, E2, E4, E6, E7, E8, E20. 
\section[{Information}]{Information} 
\section[{Access}]{Access}\par
Ease of access to the information offered by the fitness center. E2, E4, E8, E11, E19. 
\section[{Information system}]{Information system}\par
Mechanisms that the gym has to keep its client informed about aspects of the service. E12. 
\section[{Current}]{Current}\par
The information provided by the gym is current. E5. IV. 
\section[{Safety}]{Safety} 
\section[{Final Considerations}]{Final Considerations}\par
This article proposed a discussion about which factors guide the concept of quality of service in the gyms sector. For this, a systematic review of the literature was conducted with the purpose of identifying empirical works and extracting explanatory elements of quality. The meta-analysis approach assisted in this step, as well as provided a panoramic view of the thematic. Besides, a content analysis was used to understand the assortment of meanings related to the variable of interest and to condense them into a smaller number of categories. Among the findings, authors Nicholas Theodorakis (Greek) and Jerónimo García Fernández (Spanish) were the ones with the highest number of publications. The words service(s), fitness and quality were the most evidenced in the titles and keywords of the studies. The most recurrent objective was the analysis of the relationship between service quality and other variables related to the consumer (satisfaction and repurchase intentions, in particular), being potentialized by a current of Spanish theorists.\par
As for the categories that circumscribe the service quality in the fitness industry, twenty have emerged. The two most referenced were intrinsic to human resources (administrative staff and instructors). This shows the relevance of the employees to the service provision; a fact that agrees with the notes of \hyperref[b3]{Athanasopoulou (2008)}. In sequence, those labeled environments, training programs, equipments, convenience and modalities stood out. It is noticed that only one of them (convenience) does not correlate directly with the essential service of a gym.\par
Limitations surround the study, such as the reduced number of databases and driving terms considered for the execution of the systematic review. Therefore, the findings are demarcated by the criteria used, including the time interval. Nevertheless, it provides insights for theorists in the field of strategic service operations management. It recommends replicating the methodology of the work, expanding to different databases. This will enable a more holistic and profound understanding of the evolution of the service quality concept in the fitness segment.\par
Finally, the theoretical structure that this study presented to define service quality in gyms pointed to human resources as one of the central elements. Immersed in this direction, it is recommended that future studies investigate whether or not the actual impact of this variable differs from other dimensions. Multivariate techniques can be applied for this purpose, for example, regression analysis or modeling with structural equations. Another way would be to investigate whether this factor structure is robust from replications in different cultures by applying confirmatory factorial analysis.\begin{figure}[htbp]
\noindent\textbf{1}\includegraphics[]{image-2.png}
\caption{\label{fig_1}Figure 1 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{2}\includegraphics[]{image-3.png}
\caption{\label{fig_2}Figure 2 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{}\includegraphics[]{image-4.png}
\caption{\label{fig_3}}\end{figure}
     \begin{figure}[htbp]
\noindent\textbf{1} \par 
\begin{longtable}{P{0.10855421686746988\textwidth}P{0.12186746987951808\textwidth}P{0.04301204819277108\textwidth}P{0.49975903614457834\textwidth}P{0.025602409638554216\textwidth}P{0.05120481927710843\textwidth}}
Variables Database\tabcellsep F A\tabcellsep F R\tabcellsep Variables Journal\tabcellsep F A\tabcellsep F R\\
EBSCO\tabcellsep \multicolumn{2}{l}{11 55\%}\tabcellsep Escritos de Psicología\tabcellsep 1\tabcellsep 5\%\\
Emerald\tabcellsep \multicolumn{2}{l}{6 30\%}\tabcellsep Holos\tabcellsep 1\tabcellsep 5\%\\
Science\tabcellsep \multicolumn{4}{l}{3 15\% International Journal of Retail \& Distribution Management 1}\tabcellsep 5\%\\
Direct\tabcellsep \tabcellsep \tabcellsep \tabcellsep \tabcellsep \\
Total\tabcellsep \multicolumn{2}{l}{20 100\%}\tabcellsep International Journal of Sports Marketing \& Sponsorship\tabcellsep 1\tabcellsep 5\%\\
Year\tabcellsep FA\tabcellsep FR\tabcellsep International Sports Journal\tabcellsep 1\tabcellsep 5\%\\
1987\tabcellsep 1\tabcellsep 5\%\tabcellsep Journal of Park and Recreation Administration\tabcellsep 1\tabcellsep 5\%\\
1995\tabcellsep 2\tabcellsep 10\%\tabcellsep Journal of Sport Management\tabcellsep 4\tabcellsep 20\%\\
1998\tabcellsep 1\tabcellsep 5\%\tabcellsep Managing Service Quality\tabcellsep 3\tabcellsep 15\%\\
1999\tabcellsep 1\tabcellsep 5\%\tabcellsep Measurement in Physical Education \& Exercise Science\tabcellsep 1\tabcellsep 5\%\\
2004\tabcellsep 1\tabcellsep 5\%\tabcellsep Procedia -Social and Behavioral Sciences\tabcellsep 1\tabcellsep 5\%\\
2005\tabcellsep 2\tabcellsep 10\%\tabcellsep Revista de Psicología del Deporte\tabcellsep 1\tabcellsep 5\%\\
2007\tabcellsep 1\tabcellsep 5\%\tabcellsep Social Behavior and Personality\tabcellsep 1\tabcellsep 5\%\\
2008\tabcellsep 1\tabcellsep 5\%\tabcellsep Sport Management Review\tabcellsep 1\tabcellsep 5\%\\
2010\tabcellsep 1\tabcellsep 5\%\tabcellsep Sport, Business and Management: An International Journal\tabcellsep 1\tabcellsep 5\%\\
2012\tabcellsep 2\tabcellsep 10\%\tabcellsep Suma Psicológica\tabcellsep 1\tabcellsep 5\%\\
2013\tabcellsep 3\tabcellsep 15\%\tabcellsep Total\tabcellsep \multicolumn{2}{l}{20 100\%}\\
2014 Total\tabcellsep \multicolumn{2}{l}{4 20 100\% 20\%}\tabcellsep Note: F\tabcellsep \tabcellsep \end{longtable} \par
  {\small\itshape [Note: A : absolute frequency; F R : relative frequency Source:Research (2017)    ]} 
\caption{\label{tab_0}Table 1 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{2} \par 
\begin{longtable}{P{0.13135498320268757\textwidth}P{0.034266517357222845\textwidth}P{0.0028555431131019036\textwidth}P{0.6339305711086226\textwidth}P{0.011422172452407614\textwidth}P{0.036170212765957444\textwidth}}
Variables Countries\tabcellsep F A\tabcellsep F R\tabcellsep Variables Authors\tabcellsep F A\tabcellsep F R\\
Greece\tabcellsep \multicolumn{2}{l}{5 25\%}\tabcellsep Nicholas D. Theodorakis\tabcellsep 3\tabcellsep 15\%\\
EUA\tabcellsep \multicolumn{2}{l}{5 25\%}\tabcellsep Jerónimo García Fernández\tabcellsep 3\tabcellsep 15\%\\
Spain\tabcellsep \multicolumn{2}{l}{3 15\%}\tabcellsep Ainara Bernal García\tabcellsep 2\tabcellsep 10\%\\
South Korea\tabcellsep \multicolumn{2}{l}{2 10\%}\tabcellsep Pinelopi Athanasopoulou\tabcellsep 2\tabcellsep 10\%\\
\tabcellsep \tabcellsep \tabcellsep Susan Y. Kim\tabcellsep 2\tabcellsep 10\%\\
\tabcellsep \tabcellsep \tabcellsep James J. Zhang\tabcellsep 2\tabcellsep 10\%\\
\tabcellsep \tabcellsep \tabcellsep P. Chelladural; Fiona L. Scott; John Haywood-\tabcellsep \tabcellsep \\
Canada;\tabcellsep \tabcellsep \tabcellsep Farmer; Daeshik Kim; Shahrzad Amirani; Julie\tabcellsep \tabcellsep \\
Australia;\tabcellsep \tabcellsep \tabcellsep Baker; Changhwan Kim; G. Howat; D. Murray; G.\tabcellsep \tabcellsep \\
Portugal;\tabcellsep \tabcellsep \tabcellsep Crilley; Konstantinos Alexandris; Pedro Rodriguez;\tabcellsep \tabcellsep \\
Sweden;\tabcellsep \tabcellsep \tabcellsep Pedro J. Sarmento; Eddie T. C. Lam; Barbara E.\tabcellsep \tabcellsep \\
France;\tabcellsep \tabcellsep \tabcellsep Jensen; Yanni Afthinos; Pantelis Nassis; Stefan\tabcellsep \tabcellsep \\
United Kingdom; Turkey;\tabcellsep \multicolumn{2}{l}{1 ** 25\%}\tabcellsep Lagrosen; Yvonne Lagrosen; Alain Ferrand; Leigh Robinson; Pierre Valette-Florence; Gabriel Cepeda Carrión; David Martín Ruíz; Süleyman Murat Yildiz;\tabcellsep 1 *\tabcellsep * 30\%\\
Brazil;\tabcellsep \tabcellsep \tabcellsep Ali Kara; Dora Kalogeropoulou; John Douvis;\tabcellsep \tabcellsep \\
Malaysia;\tabcellsep \tabcellsep \tabcellsep Alejandro Lara; Pablo Galán; E. Pereira Filho; D. F.\tabcellsep \tabcellsep \\
Hong Kong;\tabcellsep \tabcellsep \tabcellsep \tabcellsep \tabcellsep \\
China\tabcellsep \tabcellsep \tabcellsep \tabcellsep \tabcellsep \\
\tabcellsep \tabcellsep \tabcellsep Total\tabcellsep \tabcellsep 100\%\\
\tabcellsep \tabcellsep \tabcellsep Note: (\tabcellsep \tabcellsep \end{longtable} \par
  {\small\itshape [Note: Campos; M. L. R. Dantas; Sevastia Avourdiadou; Jesús Fernández Gavira; A.L. Rozita; A. A. Nor Zana; H. Khairulzaman; A. H Norlizah; Hyun Soon Yu; Dae Hyun Kim; Kenny K. Chen; Chris Henderson; Sophia D. Min; Haiyan Huang * ) 45 authors have only one publication ( ** ) 11 countries have only one publication F A : absolute frequency; F R : relative frequency Source: Research (2017)]} 
\caption{\label{tab_1}Table 2 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{3} \par 
\begin{longtable}{P{0.746259842519685\textwidth}P{0.026771653543307086\textwidth}P{0.07696850393700788\textwidth}}
Variables Institution\tabcellsep F A\tabcellsep F R\\
Aristotle University of Thessaloniki (Greece)\tabcellsep 4\tabcellsep 20\%\\
University of Sevilla (Spain)\tabcellsep 3\tabcellsep 15\%\\
University of Peloponnese (Greece)\tabcellsep 2\tabcellsep 10\%\\
Democritus University of Thrace (Greece)\tabcellsep 2\tabcellsep 10\%\\
University of Texas (EUA)\tabcellsep 2\tabcellsep 10\%\\
University of Athens (Greece)\tabcellsep \tabcellsep \end{longtable} \par
 
\caption{\label{tab_2}Table 3 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{4} \par 
\begin{longtable}{P{0.029746835443037977\textwidth}P{0.2569620253164557\textwidth}P{0.3582278481012658\textwidth}P{0.0550632911392405\textwidth}P{0.06139240506329114\textwidth}P{0.02531645569620253\textwidth}P{0.06329113924050632\textwidth}}
Label\tabcellsep Authors (year)\tabcellsep Journal\tabcellsep FI\tabcellsep FI P\tabcellsep NC\tabcellsep NC P\\
E1\tabcellsep Chelladurai et al. (1987)\tabcellsep Journal of Sport Management\tabcellsep 0.684\tabcellsep 0.382\tabcellsep 104\tabcellsep 0.376\\
E2\tabcellsep Kim and Kim (1995)\tabcellsep Journal of Sport Management\tabcellsep 0.684\tabcellsep 0.382\tabcellsep 297\tabcellsep 2.727\\
E3\tabcellsep Amirani and Baker (1995)\tabcellsep International Journal of Retail \& Distribution Management\tabcellsep 0.543\tabcellsep 0.076\tabcellsep 20\tabcellsep -0.648\\
E4\tabcellsep Kim and Kim (1998)\tabcellsep Journal of Sport Management\tabcellsep 0.684\tabcellsep 0.382\tabcellsep 51\tabcellsep -0.270\\
E5\tabcellsep Howat et al. (1999)\tabcellsep Journal of Park and Recreation Administration\tabcellsep 0.000\tabcellsep -1.105\tabcellsep 184\tabcellsep 1.351\\
E6\tabcellsep Theodorakis et al. (2004)\tabcellsep International Sports Journal\tabcellsep 0.000\tabcellsep -1.105\tabcellsep 58\tabcellsep -0.185\\
E7\tabcellsep Lam et al. (2005)\tabcellsep Measurement in Physical Education \& Exercise Science\tabcellsep 0.320\tabcellsep -0.409\tabcellsep 148\tabcellsep 0.912\\
E8\tabcellsep Afthinos et al. (2005)\tabcellsep Managing Service Quality\tabcellsep 1.286\tabcellsep 1.691\tabcellsep 228\tabcellsep 1.887\\
E9\tabcellsep Lagrosen and Lagrosen (2007)\tabcellsep Managing Service Quality\tabcellsep 1.286\tabcellsep 1.691\tabcellsep 73\tabcellsep -0.002\\
E10\tabcellsep Athanasopoulou (2008)\tabcellsep Managing Service Quality\tabcellsep 1.286\tabcellsep 1.691\tabcellsep 40\tabcellsep -0.404\\
E11\tabcellsep Ferrand et al. (2010)\tabcellsep Journal of Sport Management\tabcellsep 0.684\tabcellsep 0.382\tabcellsep 103\tabcellsep 0.364\\
E12\tabcellsep García Fernández et al. (2012)\tabcellsep Revista de Psicología del Deporte\tabcellsep 0.440\tabcellsep -0.148\tabcellsep 43\tabcellsep -0.367\\
E13\tabcellsep Yildiz and Kara (2012)\tabcellsep International Journal of Sports Marketing \& Sponsorship\tabcellsep 0.394\tabcellsep -0.248\tabcellsep 23\tabcellsep -0.611\\
E14\tabcellsep Athanasopoulou et al. (2013)\tabcellsep Sport, Business and Management: An International Journal\tabcellsep 0.000\tabcellsep -1.105\tabcellsep 6\tabcellsep -0.818\\
E15\tabcellsep García et al. (2013)\tabcellsep Escritos de Psicología\tabcellsep 0.000\tabcellsep -1.105\tabcellsep 15\tabcellsep -0.709\\
E16\tabcellsep Pereira Filho et al. (2013)\tabcellsep Holos\tabcellsep 0.000\tabcellsep -1.105\tabcellsep 1\tabcellsep -0.879\\
E17\tabcellsep Avourdiadou and Theodorakis\tabcellsep Sport Management Review\tabcellsep 1.193\tabcellsep 1.489\tabcellsep 29\tabcellsep -0.538\end{longtable} \par
 
\caption{\label{tab_3}Table 4 :}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{} \par 
\begin{longtable}{}
\end{longtable} \par
 
\caption{\label{tab_4}}\end{figure}
 \begin{figure}[htbp]
\noindent\textbf{} \par 
\begin{longtable}{P{0.019180944421228585\textwidth}P{0.08240702047638947\textwidth}P{0.5558921855411617\textwidth}P{0.16019640618470538\textwidth}P{0.032323443376514834\textwidth}}
\tabcellsep Business\tabcellsep The geographic positioning of the gym within the municipality in which it operates.\tabcellsep E7, E14, E16, E20.\tabcellsep \\
\tabcellsep Variety\tabcellsep Diversity of equipment available at the gym.\tabcellsep E1, E3, E7, E16, E20.\tabcellsep \\
\tabcellsep Modernity\tabcellsep Availability of new equipment recently launched in the market.\tabcellsep E5, E7, E10, E11, E12, E13, E16, E20.\tabcellsep \\
Equipments\tabcellsep Quantity\tabcellsep Number of equipment available at the gym.\tabcellsep E7, E12, E16, E20.\tabcellsep \\
\tabcellsep Layout Maintenance\tabcellsep Physical arrangement of equipment available at the fitness center. State of conservation of equipment available at the fitness center.\tabcellsep E10, E16. E5, E12, E14, E15, E16.\tabcellsep Year 2020\\
\tabcellsep \tabcellsep \tabcellsep E2, E4, E5, E6, E7, E8,\tabcellsep \\
\tabcellsep Environmental\tabcellsep Traces of luminosity, ventilation, smell; sensory aspects that\tabcellsep E11, E12, E13, E14,\tabcellsep \\
Environments\tabcellsep comfort Physical dimensions Maintenance\tabcellsep \multicolumn{2}{l}{make the spaces of the gym pleasurable to the consumer. Adequacy of the size of the spaces to the number of clients. E1, E2, E4, E7, E8, E9, E15, E16, E18, E19, E20. E12, E13, E15, E20. State of conservation of training rooms, snack bar; of all the E5, E7, E13, E16, E19, spaces of the fitness center. E20.}\tabcellsep Volume XX Issue III Version I\\
\tabcellsep \tabcellsep \tabcellsep \tabcellsep ( )\\
Administrative staff\tabcellsep Music Attendance Know-how Complaints and conflicts Appearance Quantity Home time Emergency episodes\tabcellsep Style and volume of music present in the fitness center. Treatment with which the clients are received by the administrative employees during the service. The technical knowledge of the administrative employees to carry out their work activities. How administrative employees receive, record, and route solutions to customer complaints and conflicts. Clothing and neatness with which employees introduce themselves to customers. Number of employees that compose administrative staff of the gym. Time that the employee has bonded with the gym. Ability of the administrative staff to act in emergency situations.\tabcellsep E14, E18. E2, E4, E7, E8, E10, E14, E16, E20. E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E15, E16, E18, E19, E20. E1, E3, E5, E7, E15, E20. E2, E4, E7, E8, E10, E14, E16, E20. E7, E16, E20. E11, E16. E10. E16.\tabcellsep Global Journal of Management and Business Research\\
\tabcellsep Maintenance\tabcellsep The state of conservation of the locker rooms and bathrooms of the fitness center.\tabcellsep E1, E7, E13, E20.\tabcellsep \\
Locker rooms\tabcellsep Quantity\tabcellsep Available quantity of locker rooms, bathrooms and showers in the gym.\tabcellsep E10, E13, E16.\tabcellsep \\
\tabcellsep Pleasantness\tabcellsep How pleasant, for customers, are the locker rooms, bathrooms of the gym.\tabcellsep E2, E3, E4, E7, E8, E20.\tabcellsep \end{longtable} \par
  {\small\itshape [Note: G]} 
\caption{\label{tab_6}}\end{figure}
 			\footnote{© 2020 Global Journals} 		 		\backmatter  			  				\begin{bibitemlist}{1}
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\end{bibitemlist}
 			 		 	 
\end{document}
