European Spa World

Lebe, Sonja Sibila

doi:10.1300/j162v07n01_08

Cited by 14 publications

(10 citation statements)

References 5 publications

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“…Identifying customer expectations towards these six critical service quality dimensions are important indicators for managers enabling them to prioritise issues and focus on what really matters to customers (Emir and Saraçli, 2011). In this study, although (as for other services) food and beverage provision is mostly intangible (Hsieh et al, 2008;Lebe, 2006;Mak et al, 2009;Saar, 2010), customers in these spa hotels weighted tangible aspects of the food and beverage provision, i.e. the cleanliness of the food halls and the appearance of the employees, the food halls and the food and beverage offer, particularly highly.…”

Section: Identifying the Key Dimensions Of Food And Beverage Service mentioning

confidence: 94%

“…The study makes an important contribution to the limited spa hotel literature (González and Brea, 2005;Kim et al, 2010;Mak et al, 2009;Sayili et al, 2007), particularly in relation to the critical service quality dimensions of food and beverage provision in spa hotels (Hsieh et al, 2008;Lebe, 2006). The study also makes a contribution to practice through the development of a scale for the evaluation of the service quality of food and beverage provision in spa hotels which can be used by spa hotel managers to enhance IJCHM 26,2 Akan (1995) Mei et al…”

Section: The Importance Of This Studymentioning

confidence: 94%

“…Chairit, Service quality in spa hotels in Turkey 2010; Hsieh et al, 2008;Phongvinat and Panadis, 2011;Sekliuckiene and Langviniene, 2009), employees play a major role in spa hotels and spa hotel customers expect services to be provided by well-qualified and experienced employees. Other studies have similarly noted that the aspects of service quality of the food and beverage provision in spa hotels which directly impact on health are critically important for customers (Bennett et al, 2004;Emir and Saraçli, 2011;Keskin, 2008;Lebe, 2006;Tsai et al, 2012).…”

Section: Identifying the Key Dimensions Of Food And Beverage Service mentioning

confidence: 99%

“…Spa hotel managers must ensure that the services they provide satisfy customers. Food and beverage services are one of the most important services in these hotels and must complement the other health services on offer and be tailored to meet individual customers' specific dietary requirements for health and well-being reasons (Bennett et al, 2004;Deng, 2007;Keskin, 2008;Lebe, 2006).…”

Section: Introductionmentioning

confidence: 99%

“…One of the most important enterprise types in the spa industry is spa hotels (Hsieh et al, 2008) which aim to promote overall well-being through a variety of professional services that encourage the renewal of mind, body and spirit (Keskin, 2008;Saar, 2010). The quality of some non-health services is as important as the specific health services provided in ensuring guest satisfaction and in differentiating a hotel from its competitors (Bennett et al, 2004;Keskin, 2008;Lebe, 2006;Williams et al, 1996). One such service is the food and beverage service which is seen as being as important as the medical services provided to guests (Bennett et al, 2004;Lebe, 2006).…”

Section: Introductionmentioning

confidence: 99%

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Measuring food and beverage service quality in spa hotels

Giritlioğlu

Jones

Avcıkurt

2014

International Journal of Contemporary Hospitality Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. Design/methodology/approach -A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Findings -Factor analysis revealed six quality dimensions: "assurance and employee knowledge"; "healthy and attractive food"; "empathy"; "tangibles"; "responsiveness of service delivery"; "reliability". Customer expectations were highest for "tangibles" and "assurance and employee knowledge". The largest gaps between perceptions and expectations were for "healthy and attractive food" and "tangibles". Practical implications -Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality. Originality/value -This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.

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