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The impact of perceived service provider empathy on customer loyalty: some observations from the health and fitness sector

机译：服务提供商的同理心对客户忠诚度的影响：来自健康和健身行业的一些观察

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The leisure product is often dependent on the person delivering the service. The research presented here sought to better understand how important the empathy component is in that personal delivery of a service. Health and fitness clubs, faced by high rates of customer attrition, traditionally promote themselves on the basis of either price or facilities, but are these two tools the only ones that the marketing of the clubs should be limited to? For this study, the impact of service provider empathy, as perceived by health and fitness club members, was examined in an attempt to better understand the impact of the concept on customer loyalty. The findings indicate that for those with a low level of self-responsibility for getting the most out of the service experience, those without previous experience of gyms and those with heightened self-consciousness, empathy is an important factor impacting upon their anxiety levels as well as on their loyalty to a club.View full textDownload full textKeywordsempathy, loyalty, gym, service qualityRelated var addthis_config = { ui_cobrand: "Taylor & Francis Online", services_compact: "citeulike,netvibes,twitter,technorati,delicious,linkedin,facebook,stumbleupon,digg,google,more", pubid: "ra-4dff56cd6bb1830b" }; Add to shortlist Link Permalink http://dx.doi.org/10.1080/13606719.2010.483832
机译：休闲产品通常取决于提供服务的人。这里提出的研究试图更好地理解同情部分在个人提供服务中的重要性。面对高流失率的健身俱乐部，传统上是以价格或设施为基础进行自我推广的，但是这两个工具是俱乐部营销应仅限于使用的唯一工具吗？在本研究中，研究了健康和健身俱乐部成员所感知的服务提供商同理心的影响，目的是为了更好地理解该概念对客户忠诚度的影响。研究结果表明，对于那些缺乏充分利用服务经验的自我责任感的人，没有健身房经验的人以及自我意识增强的人来说，同情心也是影响其焦虑水平的重要因素。就像对俱乐部的忠诚度一样。查看全文下载全文关键字同情心，忠诚度，体育馆，服务质量相关变量var addthis_config = {ui_cobrand：“泰勒和弗朗西斯在线”，service_compact：“ citeulike，netvibes，twitter，twitter，technorati，delicious，linkedin，facebook， stumbleupon，digg，google，more“，pubid：” ra-4dff56cd6bb1830b“};添加到候选列表链接永久链接http://dx.doi.org/10.1080/13606719.2010.483832

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