Crisis Management And Customer Relations Adaptation In Augmented Reality (ar) And Virtual Reality (vr) Experiences
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Crisis Management And Customer Relations Adaptation In Augmented Reality (ar) And Virtual Reality (vr) Experiences
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Integrating Online And Offline Data For Crisis Management: Online Geolocalized Emotion, Policy Response, And Local Mobility During The Covid Crisis
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Tae-Seung Park Tae-Seung Park Scilit Preprints.org Google Scholar 1 and Jae-Yoon Kwon Jae-Yoon Kwon Scilit Preprints.org Google Scholar 2, *
Received: January 5, 2022 / Revised: February 14, 2022 / Accepted: February 16, 2022 / Published: February 21, 2022
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(This article is part of a special issue on Sustainable Development and Management in Sport and Fitness Services during the Covid-19 Pandemic)
The purpose of this research was to review the importance and performance of sustainable crisis management in Korean fitness centers using importance-performance analysis (IPA). For this study, 304 executives and managers of fitness centers in Seoul and Gyeonggi region were selected from March 21 to May 17, 2020. Frequency analysis was performed using SPSS 24.0 and exploratory factor analysis was performed to check validity and reliability. Preference analysis and IPA analysis were performed to compare the means and the following results were obtained. In the first quadrant, in addition to maintaining social distance between employees and customers, there were six other characteristics. In the second quadrant, there were four other attributes besides regular disinfection of the gymnasium. In the third quadrant, there were six scores other than the cleanliness of the furniture. Third, the third quadrant consisted of six additional attributes besides maintaining clean furniture. Finally, the fourth quadrant had three other characteristics besides the restriction on face-to-face meetings. The conclusion was as follows. First, prepare supplies, maintain social distancing and review government support guidelines to prevent COVID-19. Second, analyze economic development policies and examine their application practices. Third, create a variety of non-personal communication methods and non-contact marketing strategies. Fourth, create a checklist for factors of relatively low importance.
Due to Corona Virus Disease 2019 (COVID-19), the entire world is currently facing major changes in the social, educational and economic fields. Schools have held online classes, companies have allowed employees to work from home, and people have been barred from indoor gyms due to lockdowns and strict social distancing guidelines to prevent the spread of the virus. Additionally, due to the implementation of strict quarantine guidelines[1] in many countries, religious institutions, entertainment venues, and indoor and outdoor public sports facilities have been forced to close. Sports and exercise activities are prohibited in most indoor and outdoor areas except living spaces [2].
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An outbreak of this infectious disease led to the postponement of the 2020 Tokyo Olympics [3]; This happened for the first time in 124 years. In addition, live sporting events were held worldwide with empty stadiums, i.e. without spectators [4]. Fans were confused about the relevant rules and conditions for restarts, which varied for each league; This is not only due to the operational aspects of professional sports clubs, but also due to the rules and conditions depending on the league [5, 6]. A nationwide lockdown was imposed from 12 March 2020 due to the global outbreak of the COVID-19 pandemic. Among other things, the lockdown called for the closure of all fitness centres, organizing sports and sporting events and advising the entire community to maintain social distancing. Fitness centers have been closed in East Asia [7, 8] and with the exception of a few countries in Europe such as Norway [9] and Spain [10], there is great difficulty in managing them sustainably. It cannot be generalized that fitness centers in all countries are in crisis, but it is true that fitness centers in most countries are closed and struggling. In addition, according to the COVID-19 emergency data obtained from the Korean Sports Industry Survey conducted by the Korean government, the rental and construction of stadium and gym facilities (37.0%), as well as the closing rate of sports service companies (52.8%) increased. , including sports marketing and sports racing, was higher than the sporting goods industry (7.8%). The fitness industry has been in a significant crisis since March 2020, during which sales were limited and the number of layoffs exceeded that of the entire sports industry (35.9%) (Taekwondo = 73.7%, Yoga and Pilates = 65.2). % and fitness center = 80.3%) [2]. The spread of COVID-19 is wreaking havoc across various sports industries, with the global fitness industry being the worst affected. Therefore, in the current scenario, there is a need for a management plan that can sustainably develop the fitness industry. This study can make a valuable contribution to fitness crisis management at this stage.
Due to the implementation of various regulations to prevent the spread of Covid-19, the fitness industry in Korea is facing unprecedented difficulties. To effectively deal with the COVID-19 pandemic, it is necessary to improve the risk management capabilities of managers and officials in the sector [11]. Research should be conducted to gain a deeper understanding of crisis management perceptions of fitness centers where the extent of losses is relatively high. Due to COVID-19, fitness centers in most countries are finding it difficult to sustainably grow their business. The difference in this research is that, unlike previous customer-focused studies, it was conducted from a manager’s perspective.
Importance Performance Analysis (IPA) can be used by leaders and managers of fitness centers to compare and analyze the importance and success of crisis management of sustainable development measures to present solutions and strategies for the above problems. The analysis process of IPA is simple, the results are easy to interpret, and the results focus on the problem statement. These aspects enable a multidimensional comparative analysis of the fitness center’s crisis management plan [12, 13].
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IPA is used to study various disciplines such as marketing, banking, education, sports and health to improve these areas through the evaluation of consumer products and services [14]. Therefore, this factor can provide an important basis for formulating an effective strategy to improve crisis management strategies of fitness centers for sustainable development during COVID-19.
However, studies on sport and fitness during the pandemic have mainly focused on new fitness center regimens with these new conditions [15] , the relationship between exercise and immunity [16] or research and development [17] ].
This work suggests that there has been active research on how to respond to the COVID-19 pandemic with a fitness approach, such as policy suggestions and methods to continue exercising at home; However, little is being done to respond to the ongoing crisis in fitness centers. As COVID-19 spreads, the IPA study on crisis management in fitness centers, which focuses on managers who run fitness centers, should stand out from other work on crisis management of the fitness industry during the pandemic. Therefore, this study has a novelty that differentiates it from previous studies on business from the customer’s perspective.
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This study examines the essential elements of current crisis management. Therefore, this factor can provide an important basis for formulating an effective strategy to improve crisis management strategies of fitness centers for sustainable development during COVID-19. According to fitness center executives and managers, it is possible to assess whether a fitness center is operating properly through IPA analysis. In addition, we examined the sweet spots for further pursuit of fitness centers and analyzed the following four areas: maintaining current status, intensive improvement, low ranking and avoiding over-effort through matrix analysis. Therefore, our goal is to provide strategies for practical use in fitness centers and establish a crisis management system for practical use.
Crisis management is the way an organization deals with crises
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