Title

Sport Experience Design: Wearable Fitness Technology in the Health and Fitness Industry

Document Type

Article

Publication Date

8-24-2020

DOI

https://doi.org/10.1123/jsm.2020-0150

Abstract

Emerging technologies not only pose challenges for how sport organizations are managed but also create opportunities for sport organizations to become more competitive by enhancing consumers’ service experience. The integration of wearable fitness technology (WFT) by health and fitness clubs provides an opportunity to examine the influence of WFT on the service experience. Although existing research on technology innovations typically examines either the individual or the organizational perspective in isolation, we use the sport experience design framework to comprehensively examine the influence of WFT on the management and perceptions of service experiences. Participants (N = 37) who took part in the qualitative study included fitness club owners (n = 13), fitness club instructors (n = 7), and fitness club members (n = 17). Findings indicate that integrating WFT enhances the service experience via increased social interaction, gamification, and accountability. However, findings also suggest that technology innovations must be integrated carefully to avoid misalignment between providers’ and users’ perceptions. Despite the potential for misalignment, emerging technologies can enhance and expand the service experience beyond the physical environment, presenting sport organizations with technology-mediated opportunities to engage consumers.

Language

English

Comments

This article is the authors' final published version in Journal of Sport Managment, Volume 35, Issue 2, August 2020, Pages 13-143.

The published version is available at https://doi.org/10.1123/jsm.2020-0150. Copyright © Human Kinetics

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