顾客投诉管理对健身中心顾客转换意向及退出的影响

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2022-09-26 DOI:10.1080/15332969.2022.2126081

Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan

{"title":"顾客投诉管理对健身中心顾客转换意向及退出的影响","authors":"Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan","doi":"10.1080/15332969.2022.2126081","DOIUrl":null,"url":null,"abstract":"Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"44 1","pages":"51 - 72"},"PeriodicalIF":0.0000,"publicationDate":"2022-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers\",\"authors\":\"Marco Tulio Campos Pimenta, J. D. de Mesquita, Hyunju Shin, Andre Torres Urdan\",\"doi\":\"10.1080/15332969.2022.2126081\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.\",\"PeriodicalId\":35539,\"journal\":{\"name\":\"Services Marketing Quarterly\",\"volume\":\"44 1\",\"pages\":\"51 - 72\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2022-09-26\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Services Marketing Quarterly\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1080/15332969.2022.2126081\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2022.2126081","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}

引用次数: 0

摘要

服务故障是常见的，缺乏适当的响应可能会增加切换意图和客户退出。因此，研究顾客投诉处理满意度对顾客转换意向和顾客退出的影响是非常重要的。我们使用两个阶段收集的数据来检验假设，这些数据来自巴西38家健身房的821名客户，他们都经历过服务故障。结果表明，公平感对投诉处理满意度有正向影响，从而降低了投诉处理的转换意向和顾客退出。此外，故障严重程度会增加切换意愿和客户退出。讨论了理论、方法和管理意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers

Abstract Service failures are common, and the absence of an adequate response may increase switching intentions and customer exit. Thus, it is important to address the influence of customer satisfaction with complaint handling on switching intentions and customer exit. We tested hypotheses using data collected in two stages from a total of 821 customers who experienced service failure in 38 Brazilian gyms. The results indicate that perceptions of justice positively affect satisfaction with complaint handling, which reduces switching intention and customer exit. Moreover, failure severity is shown to increase switching intention and customer exit. Theoretical, methodological, and managerial implications are discussed.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.