Explorando la Paradoja de Recuperación del Servicio en Deportes: Un Estudio en Centros de Fitness

Pilar Aparicio-Chueca, Amal Elasri-Ejjaberi, Xavier Triadó-Ivern

Resumo


Los fallos en el servicio en centros deportivos pueden ocurrir en el día a día. La recuperación del servicio por parte de los gerentes es un aspecto importante que las empresas han de tener en cuenta para el éxito futuro de la organización, con el objetivo de conseguir un nivel de satisfacción adecuado por parte de los clientes. El objetivo de este trabajo se centra en analizar los perfiles de usuarios de centros deportivos que han expresado tener un motivo de queja y comparar el nivel de satisfacción de entre los usuarios que sí que llegaron a quejarse de los que no lo hicieron. Los resultados demuestran que los usuarios que perciben la existencia de algún motivo de queja acaban teniendo un mayor nivel de satisfacción con el centro. Finalmente, se presentan implicaciones para la gestión para mejorar la respuesta ante las quejas.

Palavras-chave


Paradoja de la recuperación del servicio; Fallos en el servicio; Recuperación del servicio; Satisfacción del cliente; Centros de fitness

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