@article{oai:fukuoka-edu.repo.nii.ac.jp:00001465,
 author = {中西, 純司 and NAKANISHI, Junji},
 journal = {福岡教育大学紀要. 第五分冊, 芸術・保健体育・家政科編, Bulletin of Fukuoka University of Education. Part V, Art, health and physical education, and home economics},
 month = {Feb},
 note = {A conceptual process model of the consumer complaint behavior (Nakanishi, 1994) was applied to explain the phenomenon of a postpurchase sport consumer behavior in this paper. The purposes of this study were two fold: (1) to investigate many alternative patterns of complaint behavior that are available to dissatisfied sport consumers in a postpurchase of sport service, and (2) to empirically analyze some factors influencing complaint behaviors of dissatisfied sport consumers. Thererore, questionnaires containing 12 complaint behavior statements, and 8 variables influencing the choice of complaint behaviors such as five consumer factors and three environmental factors were administered to a total of 1,364 members of a privately owned fitness club. Three hundred eleven usable questionnaires were returned, resulting in a response rate of 22.8%. A multiple response analysis and cross tabulation analysis were employed to explicate the overall process of club members' complaint behavior. Major findings were summarized as follows: 1) 44.1 percent of the members experienced some dissatisfaction with a fitness service. Of the dissatisfied members, 43.7 percent took no action, while 56.3 percent did some formal action. 2) Of the 56.3 percent complainants, 27.4 percent initiated public action, 12.6 percent acted negative word-or-mouth communication, 3.7 percent took private action, and 12.6 percent utilized all or any combinations of these alternatives. Also, the members taking negative word-of-mouth communication action told an average of 3-4persons, maximum 10 people about their unsatisfactory experiences. 3) Such factors as a purchase experience of other fitness service and the degree of buyer-seller interaction significantly influenced the dissatisfied members' complaint behavior.},
 pages = {43--57},
 title = {民間フィットネスクラブ会員の消費者苦情行動に関する実証的分析},
 volume = {47},
 year = {1998},
 yomi = {ナカニシ, ジュンジ}
}