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Member's retention in fitness: contribution of the quality of services, expectations, satisfaction in life and in the club

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Detalhes bibliográficos
Resumo:Members retention is essential for financial viability of fitness organizations. Thus, these organizations focus on service quality to keep their members satisfied (Lee, Kim, Ko, & Sagas, 2011) and to maintain or exceed their expectations (Robinson, 2006; Pedragosa, & Correia, 2009). Therefore, gyms and health clubs expect that satisfied members repurchase and spend extra money in their fitness services (Ferrand, Robinson, & Valette, 2010) increasing organization profitability. In this study, it was intended to understand the contribution to the members’ retention intention in fitness organizations regarding: service quality; expectations; satisfaction in life; and satisfaction in the club.
Autores principais:Gonçalves, Celina
Outros Autores:Sousa, Marisa; Paipe, Gustavo; Carvalho, Maria José
Assunto:Service quality attributes Satisfaction Member's retention Fitness organizations Expectations
Ano:2017
País:Portugal
Tipo de documento:documento de conferência
Tipo de acesso:acesso aberto
Instituição associada:Instituto Politécnico de Bragança
Idioma:inglês
Origem:Biblioteca Digital do IPB

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