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http://hdl.handle.net/10609/147804
Title: | Explorando la paradoja de recuperación del servicio en deportes: un estudio en centros de fitness |
Other Titles: | Exploring service recovery paradox in sports: a study in fitness centres |
Author: | Aparicio-Chueca, Pilar Elasri-Ejjaberi, Amal Triado, Xavier M |
Others: | Universitat Oberta de Catalunya. Estudis d'Economia i Empresa |
Citation: | Aparicio-Chueca, P., Elasri-Ejjaberi, A., & Triadó-Ivern, X. (2017). Explorando la Paradoja de Recuperación del Servicio en Deportes: Un Estudio en Centros de Fitness. Podium Sport, Leisure and Tourism Review, 6(3), 1-13 |
Abstract: | Service failures in sports centres can occur daily. Service recovery by managers is an important aspect that companies have to take into account for its future success, with the goal of obtaining an adequate customer satisfaction level. The aim of this study is to analyse the sports centres user’s profile that have shown a motive of complaint, and to compare the satisfaction level among users who complained to those who did not. The results show that users who perceive the existence of a complaint end having a higher level of satisfaction with the centre. Finally, managerial implications for improving response to complaints are presented in the last section of the study. |
Keywords: | service recovery paradox service failure service recovery customer satisfaction fitness centres |
DOI: | 10.5585/podium.v6i3.221 |
Document type: | info:eu-repo/semantics/article |
Version: | info:eu-repo/semantics/publishedVersion |
Issue Date: | 2017 |
Publication license: | https://creativecommons.org/licenses/by-nc-sa/4.0/ |
Appears in Collections: | Articles Articles cientÍfics |
Files in This Item:
File | Description | Size | Format | |
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Explorandola_paradoja.pdf | 534,07 kB | Adobe PDF | View/Open |
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