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Title: The role of emotions on consumers’ satisfaction within the fitness context
Authors: Pedragosa, Vera
Biscaia, Rui
Correia, Abel
Keywords: emotions
fitness consumers
fitness centers
Issue Date: Apr-2015
Publisher: Universidade Estadual Paulista
Citation: Pedragosa, Vera, Biscaia, Rui, & Correia, Abel. (2015). The role of emotions on consumers' satisfaction within the fitness context. Motriz: Revista de Educação Física, 21(2), 116-124.
Abstract: 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.
Peer Reviewed: yes
metadata.dc.identifier.doi: 10.1590/S1980-65742015000200002
ISSN: 1980-6574
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Appears in Collections:BUAL - Artigos/Papers
DCEE - Artigos/Papers

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