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Complaint behaviour by third parties: exploring service quality, customer satisfaction and word-of-mouth in health clubs

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dc.contributor.authorMoreira, Antonio
dc.contributor.authorSilva, P. M. F. D.
dc.date.accessioned2026-02-10T14:58:12Z
dc.date.available2026-02-10T14:58:12Z
dc.date.issued2016en_US
dc.date.updated2026-01-27T01:21:39Z
dc.description.abstractIn recent years, in the services market, we have witnessed a growing importance of concepts such as service quality, satisfaction, word-of-mouth and complaint behaviour. The proposed conceptual model aimed to examine the existing relationships among these dimensions in the context of health clubs. Data was collected through questionnaires and analysed using structural equations modelling (SEM) to simultaneously test all the relationships in the model. Overall, the results suggest that quality is assessed through staff, programme and facilities evaluation, and that service quality is crucial for both satisfaction and word-of-mouth generation. Customers do not complain to third parties, i.e., to external parties that are not involved, but have some influence on the service provider even when low quality is delivered or they are dissatisfied.por
dc.description.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.doi10.1504/IJSMM.2016.077923en_US
dc.identifier.eid2-s2.0-84979978316en_US
dc.identifier.slugcv-prod-367313
dc.identifier.urihttp://hdl.handle.net/10400.2/21226
dc.language.isoeng
dc.peerreviewedyes
dc.rights.uriN/A
dc.subjectHealth clubs
dc.subjectService quality
dc.subjectWord-of-mouth
dc.subjectWOM
dc.subjectSatisfaction
dc.subjectComplaint behaviour
dc.titleComplaint behaviour by third parties: exploring service quality, customer satisfaction and word-of-mouth in health clubseng
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage171
oaire.citation.issue3en_US
oaire.citation.startPage152
oaire.citation.titleInternational Journal of Sport Management and Marketingen_US
oaire.citation.volume16en_US
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameMoreira
person.givenNameAntonio
person.identifier.orcid0000-0002-6613-8796
rcaap.cv.cienciaid541F-5442-5666 | António Carrizo Moreira
rcaap.rightsrestrictedAccessen_US
relation.isAuthorOfPublication51ad303d-335c-4e2f-bae3-fffffef2e2f5
relation.isAuthorOfPublication.latestForDiscovery51ad303d-335c-4e2f-bae3-fffffef2e2f5

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