The purpose of this study was to explore the dimensions of service quality in fitness clubs in China and examine their impact on customer satisfaction. In Phase I of the study, we collected qualitative data from online comments related to service quality in 30 Tera Wellness clubs in Shanghai (k = 6252). Conducting content analysis, we synthesized the information and identified preliminary themes and formulated measurement statements. Phase II implemented a series of quantitative research procedures to examine the measurement properties of statements developed in Phase I. Conducting exploratory factor analysis, confirmatory factor analysis, and structural equation modeling analyses based on responses of club members (N = 533), we identified a total of 27 items in six dimensions: service recovery, service assurance, facility function, program operation, instructor quality, and staff performance. These factors significantly (p < 0.05) predicted customer satisfaction with fitness clubs in China. The findings highlight the importance of high-quality service delivery, service recovery, and service assurance and pinpoint specific areas for improvement.

Background: Lifestyle sports like Ultimate Frisbee have emerged as important settings for social connection amid urban social atomization. Nevertheless, the voluntary and non-contractual nature of these clubs means they continue to face persistent challenges in sustaining membership. Although prior research has explored group identity in various sporting contexts, the mechanisms through which ritualized interaction and social exchange jointly contribute to members' identification remain insufficiently understood. Objective: This study investigates the formation mechanism of group identity among Ultimate Frisbee club members by integrating Interaction Ritual Chain theory and Social Exchange theory, and empirically tests whether emotional energy and relational benefits serve as parallel mediating pathways. Methods: A sequential exploratory mixed-methods design was employed. Study 1 adopted a grounded theory approach, using semi-structured interviews with 22 club members across multiple Chinese cities to inductively identify core antecedents and construct a theoretical model. Study 2 employed a cross-sectional survey design, with structural equation modeling applied to a sample of 332 Ultimate Frisbee club members to quantitatively test the hypothesized pathways. Results: The grounded theory analysis indicated a dual-pathway mechanism encompassing an affective pathway (interaction rituals → emotional energy → group identity) and a rational pathway (interaction rituals → relational benefits → group identity). The SEM results indicated that both emotional energy and relational benefits significantly mediated the relationship between interaction rituals and group identity. The mediating effect of relational benefits—encompassing trust and social acceptance—was larger (33.58% of total effect) than that of emotional energy (14.97%). Conclusion: These findings integrate Interaction Ritual Chain theory and Social Exchange theory into a unified framework, suggesting that rational evaluations of social reciprocity were more strongly associated with identity formation than transient emotional experiences in non-contractual sports clubs. The results point to the central role of relational calculus in voluntary organizations where formal incentives are absent. From a practical standpoint, club managers may consider prioritizing relational rewards and the development of ritualized interaction settings to enhance long-term member retention.