The role of emotions on consumers’ satisfaction within the fitness context

Previous studies have suggested that consumption-related emotions are important to understand post-purchase reactions. This study examines the relationship between fitness consumers’ emotions and overall satisfaction. After an initial step of free-thought listing and content validity, followed by a...

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Detalhes bibliográficos
Autores: Pedragosa, Vera, Biscaia, Rui, Correia, Abel
Tipo de documento: artigo
Data de publicação:2015
País:España
Recursos:Universidad Europea (UEM)
Repositório:ABACUS. Repositorio de Producción Científica
Idioma:inglês
OAI Identifier:oai:abacus.universidadeuropea.com:11268/4667
Acesso em linha:http://hdl.handle.net/11268/4667
Access Level:Acceso aberto
Palavra-chave:Fitness
Instalaciones deportivas
Satisfacción del cliente
Deporte
Equipos e instalaciones
Control de calidad
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spelling The role of emotions on consumers’ satisfaction within the fitness contextO papel das emoções na satisfação dos consumidores no contexto do fitnessPedragosa, VeraBiscaia, RuiCorreia, AbelFitnessInstalaciones deportivasSatisfacción del clienteDeporteEquipos e instalacionesControl de calidadPrevious studies have suggested that consumption-related emotions are important to understand post-purchase reactions. This study examines the relationship between fitness consumers’ emotions and overall satisfaction. After an initial step of free-thought listing and content validity, followed by a pre-test, a survey was conducted among consumers of five different fitness centers (n=786). The questionnaire included measures to assess positive and negative emotions, as well as overall satisfaction with the fitness center. The results gathered through a structural equation model provide evidence that negative emotion experienced by consumers impacts negatively overall satisfaction, while positive emotion have a positive effect on overall satisfaction. These findings suggest managerial implications, such as the need to collect consumers’ perceptions of both tangible and intangible aspects of the services, listen costumers’ opinions in a regular basis, and provide regular training to staff members, in order to identify the triggers of positive emotions and contribute to increased levels of overall satisfaction. Guidelines for future research within the fitness context are also suggested.20152015-12-0720152015-01-0120152015-01-01journal articlehttp://purl.org/coar/resource_type/c_6501info:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/11268/4667reponame:ABACUS. Repositorio de Producción Científicainstname:Universidad Europea (UEM)Inglésengopen accesshttp://purl.org/coar/access_right/c_abf2Attribution 4.0 Internationalhttp://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessoai:abacus.universidadeuropea.com:11268/46672026-06-11T12:41:27Z
dc.title.none.fl_str_mv The role of emotions on consumers’ satisfaction within the fitness context
O papel das emoções na satisfação dos consumidores no contexto do fitness
title The role of emotions on consumers’ satisfaction within the fitness context
spellingShingle The role of emotions on consumers’ satisfaction within the fitness context
Pedragosa, Vera
Fitness
Instalaciones deportivas
Satisfacción del cliente
Deporte
Equipos e instalaciones
Control de calidad
title_short The role of emotions on consumers’ satisfaction within the fitness context
title_full The role of emotions on consumers’ satisfaction within the fitness context
title_fullStr The role of emotions on consumers’ satisfaction within the fitness context
title_full_unstemmed The role of emotions on consumers’ satisfaction within the fitness context
title_sort The role of emotions on consumers’ satisfaction within the fitness context
dc.creator.none.fl_str_mv Pedragosa, Vera
Biscaia, Rui
Correia, Abel
author Pedragosa, Vera
author_facet Pedragosa, Vera
Biscaia, Rui
Correia, Abel
author_role author
author2 Biscaia, Rui
Correia, Abel
author2_role author
author
dc.contributor.none.fl_str_mv
dc.subject.none.fl_str_mv Fitness
Instalaciones deportivas
Satisfacción del cliente
Deporte
Equipos e instalaciones
Control de calidad
topic Fitness
Instalaciones deportivas
Satisfacción del cliente
Deporte
Equipos e instalaciones
Control de calidad
description Previous studies have suggested that consumption-related emotions are important to understand post-purchase reactions. This study examines the relationship between fitness consumers’ emotions and overall satisfaction. After an initial step of free-thought listing and content validity, followed by a pre-test, a survey was conducted among consumers of five different fitness centers (n=786). The questionnaire included measures to assess positive and negative emotions, as well as overall satisfaction with the fitness center. The results gathered through a structural equation model provide evidence that negative emotion experienced by consumers impacts negatively overall satisfaction, while positive emotion have a positive effect on overall satisfaction. These findings suggest managerial implications, such as the need to collect consumers’ perceptions of both tangible and intangible aspects of the services, listen costumers’ opinions in a regular basis, and provide regular training to staff members, in order to identify the triggers of positive emotions and contribute to increased levels of overall satisfaction. Guidelines for future research within the fitness context are also suggested.
publishDate 2015
dc.date.none.fl_str_mv 2015
2015-12-07
2015
2015-01-01
2015
2015-01-01
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv http://hdl.handle.net/11268/4667
url http://hdl.handle.net/11268/4667
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution 4.0 International
http://creativecommons.org/licenses/by/4.0/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution 4.0 International
http://creativecommons.org/licenses/by/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:ABACUS. Repositorio de Producción Científica
instname:Universidad Europea (UEM)
instname_str Universidad Europea (UEM)
reponame_str ABACUS. Repositorio de Producción Científica
collection ABACUS. Repositorio de Producción Científica
repository.name.fl_str_mv
repository.mail.fl_str_mv
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