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Creation of value for business from the importance-performance analysis: the case of health clubs

Elsa Vieira (Sport Science School of Rio Maior, Polytechnic Institute of Santarém, Rio Maior, Portugal and Research Center in Business Science (NECE), Covilhã, Portugal)
João J. Ferreira (Management and Economics Department, University of Beira Interior, Covilhã, Portugal and Research Center in Business Science (NECE), Covilhã, Portugal)
Ricardo São João (School of Management and Techonology of Santarém, Polytechnic Institute of Santarém, Santarém, Portugal and Research Unit of Polytechnic Institute of Santarém (UIIPS), Santarém, Portugal and Center of Statistics and Applications of University of Lisbon (CEAUL), Lisbon, Portugal)

Measuring Business Excellence

ISSN: 1368-3047

Article publication date: 30 July 2019

Issue publication date: 30 July 2019

Abstract

Purpose

The blue ocean strategy refers to how rebuilding the inputs that customers value in the designing of a new value curve fundamentally requires a four field of action structure: reduce, eliminate, create and raise. However, this does not propose a methodology to identify these fields of action. Hence, the purpose of this study is to present importance-performance analysis (IPA), as a support tool to identify these fields of action given their relevance and utility to managers.

Design/methodology/approach

The 101 ex-customers of health club answered a survey to determine the cut-off boundaries for IPA, and therefore, maximising the discriminatory power of the logistical regression model. This correspondingly incorporated the evaluation of both the area below the receiver operating characteristic curve (ROC) and the adoption of coefficients for concordance and correlation.

Findings

The research results demonstrate the need to concentrate efforts on the attributes of: price, responses to complaints, emergency procedures, innovative services, changing rooms, support for selecting the activities members choose to undertake and an appropriate number of members per activity. With low levels of performance and importance, are candidates for elimination, specifically, the availability of specialist appointments, member socialisation activities, maintaining memories of members, bar services and services for children.

Originality/value

The contribution: presenting an IPA methodology applicable to identify the fields of action recognised by the blue ocean strategy as the literature currently only covers concrete situations in which organisations achieve success through reducing, eliminating, creating and elevating and does not set out any methodology to identify those same fields of action; the definition of the cut-off points in IPA based on the ROC curve, which is a more rigorous and exact statistical method than that applied in other studies; the study population, the ex-customers, who not only represent a very important source of latent demand but also because ex-customers are likely to return more impartial.

Keywords

Acknowledgements

Funding: Ministério da Educação e Ciência > Fundação para a Ciência e a Tecnologia.

Citation

Vieira, E., Ferreira, J.J. and São João, R. (2019), "Creation of value for business from the importance-performance analysis: the case of health clubs", Measuring Business Excellence, Vol. 23 No. 2, pp. 199-215. https://doi.org/10.1108/MBE-09-2018-0076

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited