Tangibles as predictors of customer satisfaction in sports services

被引：0

作者：

Manas Rodriguez, Miguel Angel ^{[1
]}

Gimenez Guerrero, Guadalupe ^{[1
]}

Muyor Rodriguez, Jose Maria ^{[1
]}

Martinez Tur, Vicente ^{[2
]}

Moliner Cantos, Carolina Purificacion

机构：

[1] Univ Almeria, Fac Humanidades & Ciencias Educ, Almeria 04004, Spain

[2] Univ Valencia, E-46003 Valencia, Spain

来源：

PSICOTHEMA | 2008年 / 20卷 / 02期

关键词：

D O I：

暂无

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

This study investigates the power of tangible dimensions of service quality to predict customer satisfaction. For this purpose, we statistically controlled the effects of dimensions of service quality that describe social interaction between employees and customers, both functionally and relationally. A field survey was conducted with the participation of 556 customers of a sports centre. The results showed that tangible dimensions of service quality predicted an additional and significant amount of customer satisfaction variance, beyond the effects of service quality of the social interaction. The article concludes with the discussion of the implications of these results.

引用

页码：243 / 248

页数：6

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