Designing Low-Effort, High-Value Service Journeys in Chinese Swimming and Fitness Centers
DOI:
https://doi.org/10.63313/EPP.9027Keywords:
Customer Effortlessness, Perceived Value, Service Journey, Service Design, Swimming and Fitness Centers, ChinaAbstract
Customer dissatisfaction in swimming and fitness centers is often shaped not only by visible service failures but also by the cumulative friction embedded in the service journey. This paper examines how low-effort service design can strengthen perceived value in Chinese swimming and fitness centers. It conceptualizes customer effort as a hidden service cost expressed through process complexity, time pressure, information ambiguity, and psychological unease, and argues that these burdens accumulate across acquisition, entry, use, change, and after-sales rather than at a single service encounter. Drawing on the service quality–value–satisfaction tradition and recent research on service convenience, customer effort, and multidimensional perceived value, the paper develops a journey-based explanation of how friction reduction becomes value creation. It shows that when unnecessary effort is reduced, customers are better able to achieve their functional goals, judge the service as economically worthwhile, experience greater emotional comfort, and perceive lower behavioral cost in terms of time, hassle, and uncertainty. In this sense, low-effort design is not treated as a minor convenience feature, but as a central mechanism through which customers come to regard the service as worth the price, the time, and the trouble. The paper further proposes a managerial framework for designing low-effort, high-value journeys in high-contact sport services. It emphasizes process simplification, better waiting and time management, clearer and more consistent information, predictable service recovery, and stronger perceptions of fairness, reassurance, and trust across touchpoints. By repositioning customer effort as a service design issue and linking effort reduction explicitly to multidimensional perceived value, the paper contributes a more analytically grounded account of how contemporary swimming and fitness centers can improve customer experience through journey redesign rather than through isolated service enhancements alone.
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