The role of customer complaint management on switching intention and customer exit in fitness centers
Marco Tulio Campos Pimenta, Jose Marcos Carvalho de Mesquita, Hyunju Shin and Andre Torres Urdan
| Year of publication: |
2023
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|---|---|
| Authors: | Campos, Pimenta, Marco Tulio ; Mesquita, José Marcos Carvalho de ; Shin, Hyunju ; Urdan, André Torres |
| Published in: |
Services marketing quarterly. - Philadelphia, PA : Routledge, Taylor & Francis Group, ISSN 1533-2977, ZDB-ID 2113057-7. - Vol. 44.2023, 1, p. 51-72
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| Subject: | customer exit | failure severity | fitness center | Service recovery | switching intention | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332969.2022.2126081 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013546191