La medición de la satisfacción del consumidor de servicios deportivos a través de la lógica borrosa
Martínez García, José Antonio (Universidad Politécnica de Cartagena. Departamento de Economía de la Empresa)
Martínez Caro, Laura (Universidad Politécnica de Cartagena. Departamento de Economía de la Empresa)

Additional title:	Customer satisfaction with sports services : a fuzzy logic approach
Date:	2010
Abstract:	This study focuses on measuring customer satisfaction within the context of sports services by using a novel approach in sport psychology: modelling uncertainty through the application of fuzzy logic. several analytical procedures for dealing with fuzziness have been described in order to verify empirically the extent to which this methodology complements the traditional statistical approach. this study examines the relationships between numerical evaluations of customer satisfaction and the degree of uncertainty linked to these verbal judgements. the proposed approach enriches the information on the attitudes of sport service consumers and overcomes the shortcomings of the "third-person" perspective. In addition, this proposal is robust against two sources of bias: scale coarseness, and interaction between numerical and verbal judgements.
Rights:	Aquest document està subjecte a una llicència d'ús Creative Commons. Es permet la reproducció total o parcial, la distribució, la comunicació pública de l'obra i la creació d'obres derivades, sempre i quan aquestes es distribueixin sota la mateixa llicència que regula l'obra original i es reconegui l'autoria.
Language:	Castellà
Document:	Article ; recerca ; Versió publicada
Subject:	Satisfacció ; Serveis esportius ; Satisfaction ; Sports services ; Fuzzy logic
Published in:	Revista de psicología del deporte, Vol. 19, Núm. 1 (2010) , p. 41-58, ISSN 1988-5636

18 p, 605.1 KB

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