The Role of Customer Complaint Management on Switching Intention and Customer Exit in Fitness Centers-Reference-Cited by-同舟云学术

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

Published:2022-09-26 Issue:1 Volume:44 Page:51-72
ISSN:1533-2969
Container-title:Services Marketing Quarterly
language:en
Short-container-title:Services Marketing Quarterly

Author:

Campos Pimenta Marco Tulio¹,de Mesquita Jose Marcos Carvalho²,Shin Hyunju³^ORCID,Urdan Andre Torres⁴

Affiliation:

1. Universidade Estácio de Sá, São Paulo, Brazil

2. Business Doctorate Program, Fumec University, Belo Horizonte, Brazil

3. Department of Marketing & Professional Sales, Coles College of Business, Kennesaw State University, Kennesaw, Georgia, USA

4. Graduate Programme in Management, Universidade Nove de Julho, São Paulo, Brazil

Publisher

Informa UK Limited

Subject

Business, Management and Accounting (miscellaneous)

Link

https://www.tandfonline.com/doi/pdf/10.1080/15332969.2022.2126081

Reference74 articles.

1. ACAD Brasil (Associação Brasileira de Academias). (2018). Revista ACAD. 20(82). https://acadbrasil.com.br/revistas/

2. Towards an understanding of inequity.

3. Service failures and customer defection: a closer look at online shopping experiences

4. The relationship between justice and attitudes: An examination of justice effects on event and system-related attitudes

5. The Service Provider Switching Model (SPSM)

Cited by 1 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. The indirect effects of coping strategies on the relationship between service failures and negative behavioral intention in the fitness industry: moderated mediation analysis;Sport, Business and Management: An International Journal;2024-08-21

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