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Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
Service quality attributes Satisfaction Member's retention Fitness organizations Expectations
Contexto Educativo
Citação
Gonçalves, Celina; Sousa, Marisa; Paipe, Gustavo; Carvalho, Maria José (2017). Member´s retention in fitness: contribution of the quality of services, expectations, satisfaction in life and in the club. In Places, Events and Sport: Going for Gold: 23rd Annual SMAANZ Conference: Abstract book. Gold Coast
Editora
SMAANZ - Sport Management Association of Australia & New Zeland