The effect of emotional service experience on future intentions of users of sports centers.

Abstract

This paper analyses the influence of the emotional aspects in the future intentions of  users of sport centers. The sample was made up of 512 customers of three private sports instalations and we used adapted scales of perceived value, general satisfaction, future intentions and emotions. Were studied analysis of internal consistency reliability of the scales, mean, estandar deviation, Pearson correlation and multiple linear regression. The results showed that the used scales were reliable and accurate and the customers analized gave high scores above satisfaction and emotional experience of the service. The study confirms that the emotional value was the dimension with more influence in the prediction of the future intentions.