The measurement of perceived differences in service quality — The case of health spas in Slovenia

Snoj, Boris; Mumel, Damijan

doi:10.1177/135676670200800407

Cited by 53 publications

(38 citation statements)

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“…Respondent 2 (M, H) explained that, 'the role of service quality standards is to protect the interests of customers and to guarantee a minimum level of excellence'. To measure the quality of hot springs experience, previous studies have identified two key dimensions namely: functional quality (how the service was delivered) and technical quality (what was delivered) (Ferguson et al, 1999;Mueller and Kaufmann, 2001;Snoj and Mumel, 2002). A majority of respondents emphasised the functional aspects of the service rather than the technical aspects.…”

Section: Capabilities Of Destination Management Organizations Nearlymentioning

confidence: 99%

Using the Delphi method to assess the potential of Taiwan's hot springs tourism sector

Lee

King

2008

Journal of Tourism Research

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The purpose of the present study is to identify the various factors which influence the competitiveness of the hot springs tourism sector and to evaluate their relative importance.The research draws on the models of Dwyer and Kim (2003), Enright andNewton (2004), andCrouch (2000), who concluded that destination competitiveness is determined by three major components: resources and attractors, destination strategies and environments.The investigation produced both qualitative and quantitative data using the Delphi technique.An expert panel reached consensus about priorities for the development of Taiwan"s hot springs tourism sector and provided written justifications for their responses. This paper reports on the qualitative findings of the three-round Delphi survey, and provides a supply-side perspective on Taiwan"s hot springs tourism sector. An examination of the expert comments concluded that the Taiwanese are increasingly concerned with good health and longevity. This emerging characteristic offers new business opportunities for the providers of hot springs tourism experiences to extend their appeal into health protection and medical treatments. However, if they are to achieve sustainable development and ensure high quality visitor experiences, hot springs proprietors will need to work closely with local governments and communities to promote sustainable use of natural hot springs and to conduct routine inspections of spa premises. Overall the future of the hot springs tourism sector appears to be promising.

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Section: Capabilities Of Destination Management Organizations Nearlymentioning

confidence: 99%

Using the Delphi method to assess the potential of Taiwan's hot springs tourism sector

Lee

King

2008

Journal of Tourism Research

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“…Similar problems are tackled by Snoj, Mumel, (2002) Deng, (2007, Hadzik, Szromek, (2013) Środa-Murawska, Grzelak-Kostulska, Biegańska, (2015 Albayrak, Caber, Bideci (2016).…”

Section: Introductionmentioning

confidence: 87%

“…Relatively common, the method is employed across numerous businesses and branches of industry, including tourism, where it has been used to assess the quality of services offered in travelling (Oh, 2011), hospitality, gastronomy (Lai, Hitchcock, 2015), as well as in health resorts and SPA and wellness destinations (e.g. Snoj, Mumel, 2002;Deng, 2007;Środa-Murawska et al, 2015). …”

Section: Materials and Research Methodsmentioning

confidence: 99%

An Assessment of the Quality of Services Offered by the Nałęczów Health Resort And Spa SA

Skowronek

Tucki

Jodłowska

2017

Ekonomiczne Problemy Turystyki

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Abstr actThe paper presents the assessment of individual components comprising the offer of the Nałęczów Health Resort and SPA SA. The study stays within the vein of research into competitiveness of health tourism products. Highly topical, such investigations are more and more often described in both national and international research papers. The findings are very useful for entrepreneurs as they may be applied in business practice. The analysis included the components of the ambience and attractiveness of the resort and services it offers. Two cohorts underwent the analysis -paying customers (commercial, paying in full) as well as the non-commercial referred to the resort by the national healthcare system [NFZ] and their social insurance [ZUS]. The research involved collecting the clients' opinions on their expectations concerning the services and the offer provided by the Nałęczów Resort and SPA. Their expectations were subsequently juxtaposed against the impressions they received using their products. It was possible to identify strong and weak points of the offer owing to the Importance-Performance Analysis [IPA] method that focused of on customers' perception. Additionally, the findings allowed to specify strategic actions to be aimed at streamlining the company's performance. The most urgent activities to be undertaken include improving infrastructure and facilities (especially sanitary facilities and the equipment used for providing healthcare services). Furthermore, commercial tourists brought up the problem of a weak flexibility in matching healthcare services to customers' individual needs.

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“…Se hizo necesaria la adaptación de los ítems, anadiendo unos yeliminando otros, para reflejar mejor las características específicas de cada servicio (Carman, 1990;Getty & Thompson, 1994). Se tomaron como referencia investigaciones anteriores relacionadas con el sector objeto de estudio y concretamente en turismo termal (Snoj;1995;Snoj & Mumel, 2002). El cuestionario final recoge 22 componentes de calidad de servi cio en establecimientos termales, medidos en una escala Likert de siete puntos, Siguiendo a Zeithaml et ai.…”

Section: Metodologíaunclassified

Explicación de las intenciones de comportamiento através de la calidad percibida y la satisfacción en el turismo termal de España

2006

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RESUMEN:Las intenciones de comportamiento de los clientes, como variables finales en los modelos que relacionan la calidad de servicio y la satisfacción, parecen haber recibido una escasa atención en la literatura. Este trabajo examina las relaciones entre estos tres conceptos, evaluando la influencia que la calidad percibida y la satisfacción tienen en las intenciones de comportamiento. Se identifican las medidas apropiadas y se realiza una entre- ABSTRACT: The costumer's behavior intentions taken as a final variable in a pattern in which the service quality and the customer's satisfaction are related, seems to be a relation not greatly written about. This paper will show by using a model with the preceding concepts, how perceived service quality and customer satisfaction influence to the behavior intentions. Ali appropriate measures are identified along with a personal interview to customers that attend spa resorts. The results obtained show the importance of service quality and custo me r satisfaction on behavior intentions.KEYWORDS: service quality; satisfaction; behavioral intentions; thermal tourism. IntroducciónUno de los productos turísticos que mayor relevancia ha cobrado en los últimos anos en Espana es el turismo termal. Según la Asociación Espanola de Estaciones Termales -ANET\ los aproximadamente cien balnearios que existen a escala nacional, facturaron en el ano 2000 alrededor de 138 millones de euros y generaron 6 mil empleos directos. Pero la importancia estratégica de este tipo de turismo transciende los datos económicos y se basa en su baja estacionalidad, sus elevadas estancias medias, y a que normalmente los balnearios se sitúan en zonas de interior, convirtiéndose en muchos casos en dinamizadores de la economía local (Alén, Fraiz & Mazaira, 2001). Sin embargo, el turismo termal ha sido objeto de escasa atención tanto desde la literatura turística, como de marketing. Esta falta de estudios sobre el sector es más preocupante si cabe, porque la industria se caracteriza por una elevada fragmentación y una gestión poco profesionalizada, lo cuál impide la adopción de estrategias correctas que sean nítidamente percibidas por el mercado potencial (Vázquez-Illá, 2000). Entre estas estrategias competitivas se revela como capital la prestación de una calidad superior y la consecución de la satisfacción de los clientes, ya que no podemos olvidar que la calidad percibida 4. Datos obtenidos de la Asociación Nacional de Estaciones Termales -ANET, disponibles en .

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The measurement of perceived differences in service quality — The case of health spas in Slovenia

Cited by 53 publications

References 20 publications

Using the Delphi method to assess the potential of Taiwan's hot springs tourism sector

Using the Delphi method to assess the potential of Taiwan's hot springs tourism sector

An Assessment of the Quality of Services Offered by the Nałęczów Health Resort And Spa SA

Explicación de las intenciones de comportamiento através de la calidad percibida y la satisfacción en el turismo termal de España

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