Naslov
Dimensions of service quality in glamping

Autori
Vrtodušić Hrgović, Ana-Marija ; Cvelić Bonifačić, Josipa ; Milohnić, Ines

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
ToSEE - Tourism in Southern and Eastern Europe 2019 / Zadel, Z, Smolčić Jurdana, D. - Opatija : Faculty of Tourism and Hospitality Management Opatija, Croatia, 2019, 773-785

Skup
5th International Conference Tourism in Southern and Eastern Europe: Creating Innovative Tourism Experiences: The Way to Extend the Tourist Season (ToSEE 2019)

Mjesto i datum
Opatija, Hrvatska, 16.05.2019. - 18.05.2019

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
glamping ; service quality ; dimensions ; glamping services ; glamping accommodation

Sažetak
Purpose – Service quality plays an important role in improving quality and competitiveness in glamping, an innovative and novel form of accommodation in campsites. Therefore, this paper strives to present the dimensions of service quality in glamping from the perspective of two target groups: guests and campsite managers. Methodology – Research was based on a structured questionnaire, designed especially for each target group (guests and campsite managers). The study included 120 managers and 130 guests. Surveys were conducted in 2017 and 2018 using an on- site questionnaire for managers and both an on-site and online questionnaire for guests. The data were analysed using methods of descriptive and inferential statistics. Findings – Research results indicate that managers and guests alike attach importance to the quality elements of glamping service and glamping accommodation facilities. Both target groups agree that friendly staff, professional staff and cleanliness have the greatest role in ensuring glamping service quality, and attractive and well- maintained natural environment, equipment and fittings, and innovative and appealing appearance, in glamping accommodation quality. Results also show that the importance scores given by managers are somewhat higher than those given by guests, in all quality elements that were rated with regard to glamping service and glamping facilities. Contribution – This study makes a contribution to theory and application. From a theoretical perspective, the study contributes by broadening the literature by identifying quality elements in glamping from the perspective of guests and campsite managers. From an application perspective, the results of research contribute by highlighting the quality elements that are important to guests and that should be taken into consideration when designing a product/service as well as in the service provision process

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA