The role of emotions on consumers' satisfaction within the fitness context

Abstract

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. Keywords: emotions, satisfaction, fitness consumers, fitness centersResumo-"O papel das emoções na satisfação dos consumidores no contexto do fitness." Estudos precedentes sugerem que as emoções relacionadas com o consumo são importantes para compreender as reações dos consumidores após a compra. Este estudo analisa a relação entre as emoções dos consumidores de fitness e satisfação global. Depois de uma etapa inicial de listagem de pensamento-livre e validade de conteúdo, seguido de um pré-teste, foi realizada uma pesquisa entre os consumidores de cinco centros de fitness diferentes (n = 786). O questionário incluiu medidas para avaliar as emoções positivas e negativas, bem como a satisfação global com o centro de fitness. Os resultados obtidos através de um modelo de equações estruturais forneceram evidências de que as emoções negativas vivenciadas pelos consumidores impactam negativamente a satisfação global, enquanto as emoções positivas têm um efeito positivo sobre a satisfação global. Estes resultados sugerem implicações para os gestores, tais como a necessidade de recolher informação sobre a perceção dos consumidores dos aspetos tangíveis e intangíveis dos serviços, ouvir regularmente as opiniões dos consumidores e facultar formação regular aos colaboradores. Isto permitirá identificar os aspetos que desencadeiam emoções positivas e contribuir para o aumento dos níveis de satisfação global. Orientações para futuras pesquisas no contexto de fitness também são sugeridas. Palavras-chave: emoções, satisfação, consumidores de fitness, centros de fitnessResumen-"El papel de las emociones en la satisfacción de los consumidores en el contexto de fitness." Investigaciones precedentes sugieren que las emociones racionadas con el consumo son importantes para comprender las reacciones de los consumidores después de la compra de ...

Future Intentions of Fitness Center Customers: Effect of Emotions, Perceived Well-Being and Management Variables

“…Therefore, in the literature, during the last decades, management models such as perceived quality, satisfaction or perceived value have been commonly used to predict costumers' future intentions. However, for some time now, there have been variables in different studies that are becoming vitally important in predicting future intentions, among which, we find the emotions-related variables (Pedragosa et al, 2015;Molina et al, 2016;Ong and Yap, 2017). Likewise, these different studies have focused on analyzing, through Mean 35,89 361940,89 17,54 18774,54 327,80 22390606,11 5980,56 3110,27 SD 14,53 362997,07 5,70 20976,66 197,81 28275760,86 4894,99 3649,48 Minimum 18 1 1 1 8 4500 36 9 Maximum 77 1562500 25 78125 625 100000000 15625 15625 Percentiles 10 20 46210,2 9 1728 81 838635 1116 404 50 32 245367,5 16 11520 256 10266480 4096 1728 90 58 886936,25 25 50000 625 66249000 15625 7500 SD, standard deviation; SQ, service quality; SAT, satisfaction; PV, perceived value; FI, future intentions; SWB, subjective well-being.…”

“…On the other hand, few studies have been found that focus on sports centers, although there have been recent studies (Biscaia et al, 2012;Molina et al, 2016) analyzing psychological variables, such as life satisfaction, happiness, subjective well-being, and emotions, and their influence on customers' perceptions of a service. Pedragosa et al (2015) argue that both positive and negative emotions influence customer satisfaction and, consequently, influence future behavioral intentions. Similarly, Ong and Yap (2017) analyze the perceptions of customers of fitness centers in Malaysia, stating that the emotional response seems to have a stronger positive relationship with the behavioral intentions of customers.…”

Characterization and comparison of the quality indicators of the group exercise fitness instructor, considering the intervenient, gender and age.

“…A gym manager (general or technical) have to collect the participants perception of the service, listen their opinions and provide regular training to staff members, in order to increased levels of overall satisfaction (Pedragosa, Biscaia, & Correia, 2015). Have also to create a pleasant environment and provide a personalized service considering the participants goals, in order to improve the well-being feeling in the gym (Gonçalves, Biscaia, Correia, & Diniz, 2014).…”

Wine Tourism and Wine Marketing in Family-Owned Micro Wineries in Guadalupe Valley, Mexico

“…Advances in the theory confirm that wine tourist perceive positive and negative attitudes in terms of demography, related to gender, age and highest level of studies achieved (e.g., Ahmed, 1986;Korça, 1998;McGehee & Andereck, 2004;Perdue, Long, P. T., & Allen, 1990;Tomlijenovic & Faulkner, 1999;Xu et al, 2016), which translate into positive and negative effects on the buying intent (Pedragosa, Biscaia & Correia, 2015; Pelegrín-Borondo, Arias-Oliva & Olarte-Pascual, 2016). Consequently, changes in the voluntary consumer behavior arise (Troung & Hall, 2016) because of marketing carried out by the companies in order to generate brand recognition of food and drink items (Vieira, López-Guzmán & Rodríguez, 2013).…”