Segmentation for retain at fitness centres: contribution of service quality, expectations and satisfaction in the club
How segmentation helps member retention is essential to increase the organization’s profitability. Health clubs focuses on understand their members behaviour about service quality (Fernandéz et al., 2018), expectations (Robinson, 2006) and satisfaction in the club (Gonçalves et al., 2014), detecting...
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| Outros Autores: | , |
| Formato: | conferenceObject |
| Idioma: | eng |
| Publicado em: |
2019
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| Assuntos: | |
| Texto completo: | http://hdl.handle.net/10198/19646 |
| País: | Portugal |
| Oai: | oai:bibliotecadigital.ipb.pt:10198/19646 |
| Resumo: | How segmentation helps member retention is essential to increase the organization’s profitability. Health clubs focuses on understand their members behaviour about service quality (Fernandéz et al., 2018), expectations (Robinson, 2006) and satisfaction in the club (Gonçalves et al., 2014), detecting risk members to try repurchase (Ferrand, Robinson, & Valette, 2010). The aim is to understand the type of members that retain in the fitness organizations, regarding: service quality, expectations and satisfaction in the club. |
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