A Multifaceted Study on Experience Management of Fitness Center Employees

A Multifaceted Study on Experience Management of Fitness Center Employees

In service-oriented industries such as fitness centers, the role of employees is crucial. Consequently, there is a growing interest in whether employees develop competencies through professional experience. As a result, employee experience management has garnered increasing attention. Employee experience management recognizes that managing employee experiences is as essential as managing customer experiences in creating differentiation. The key lies in providing positive employee experiences to enhance engagement and foster passion, enabling employees to deliver extraordinary customer experiences. This study focuses on employee in fitness centers, aiming to explore their professional experiences shaped by the employee life cycle, organizational processes, and interactions with colleagues and customers. Through narrative exploration, the study seeks to develop a reliable employee experience scale. The objective of 'Research Subject 1' was to gain an in-depth understanding of individual experiences of fitness center employees through narrative exploration. As a result, in-depth interviews were conducted with nine fitness center instructors, and the employee life cycle was divided into six stages. Positive and negative experiences at each stage were identified. Additionally, from the perspective of employee experience management, experiences were categorized into cultural experience, physical experience, and technological experience, and a content analysis was conducted. Based on the findings from these in-depth interviews, expert panel discussions were held, resulting in the development of 24 measurement items across three dimensions. The objective of 'Research Subject 2' was to explore the segments, structures, and attributes of professional experiences identified through the narrative exploration process. Following this, the study aimed to propose a validated and reliable scale for measuring professional employee experience. The study referenced domestic and international scale development procedures. First, exploratory factor analysis(EFA) and reliability analysis were conducted based on the findings of Research Topic 1 to refine the scale. Next, confirmatory factor analysis(CFA) and reliability analysis were performed. Finally, predictive validity was verified through multiple regression analysis, using organizational trust as the dependent variable. Through these procedures, a scale for employee experience was developed, comprising 18 items across three dimensions.