Naslov
Sustainable tourism and wellness service quality: An empirical study of customers' expectations

Autori
Marković, Suzana ; Raspor, Sanja

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

Izvornik
Conference proceedings of the 2nd International Scientific Conference "Kowledge and business challenges of globalization in 2010" / - Celje : Faculty of Commercial and Business Sciences Celje, 2010, 798-805

ISBN
978-961-6825-12-2

Skup
2nd International Scientific Conference "Kowledge and business challenges of globalization in 2010"

Mjesto i datum
Celje, Slovenija, 18.11.2010. - 19.11.2010

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Service quality expectations ; wellness tourism ; factor analysis ; sustainable tourism

Sažetak
Over the past few years wellness and health tourism has grown, as selective types of tourism became important for sustainable development of tourist destinations. The purpose of this study is to investigate the service quality expectations of wellness customers in Croatian hotel wellness centers. The main goals are to empirically assess wellness customers’ expectations and to determine main factors that best explain customers’ expectations regarding wellness service quality. An adopted version of the SERVQUAL scale (Parasuraman et al., 1988) was developed. Questionnaires were distributed in three hotel wellness centers in the Opatija Riviera (Croatia) during two spring months of 2009. Descriptive, factor and reliability analyses were used in order to meet study goals. The analysis was conducted on 169 valid questionnaires. The findings suggest high level of customers’ expectations. Three main dimensions concerning wellness customers’ expectations were identified: “staff quality and service reliability”, “empathy and assurance” and “appearance of facilities and staff”. The present study has several limitations. The findings may not be generalized because of the small sample size of hotel wellness centers and limited geographic area. Moreover, the study included relatively small number of service attributes that may not capture all expectations regarding the overall wellness service experience. The study results can help wellness managers to better understand customers’ needs and meet their expectations in order to provide high service quality, gain profit and ensure sustainable business performance.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA