Metrika članka

  • citati u SCindeksu: 0
  • citati u CrossRef-u:0
  • citati u Google Scholaru:[=>]
  • posete u poslednjih 30 dana:8
  • preuzimanja u poslednjih 30 dana:3
članak: 1 od 22  
Back povratak na rezultate
Serbian Journal of Management
2018, vol. 13, br. 2, str. 323-334
jezik rada: engleski
vrsta rada: originalan članak
doi:10.5937/sjm13-13687
Creative Commons License 4.0
Percepcija menadžera banjskih hotela o kvalitetu usluga u Grčkoj
aAristotle University of Thessaloniki, School of Physical Education and Sports Science, Thessaloniki, Greece
bAlexander Technological Institute of Thessaloniki, School of Health and Medical Care, Department of Aesthetics and Cosmetology, Greece

e-adresa: bakirtzoglou@phed.auth.gr

Sažetak

Svrha ove studije je bila da se istraži koje su to najvažnije dimenzije kvaliteta usluga za menadžere banjskih hotela kako bi zadovoljili svoje klijente u Grčkoj. Trideset tri (n= 33) menadžera banjskih hotela u Grčkoj dobrovoljno je učestvovalo u ovoj studiji. Merenja su uključivala upotrebu 'SERVQUAL' metode (Parasuraman et al., 1988) za procenu percepcije kvaliteta usluga. Faktorska analiza (glavna komponenta) sa 'Varimax' rotacijom korišćena je za identifikaciju prediktorskih varijabli percepcije menadžera. Rezultati su pokazali da su tri varijable i četiri stavke 'SERVQUAL' modela najnapredivije varijable percepcije menadžera. Faktori su bili označeni na sledeći način: odziv, pouzdanost i materijal. Stavke su označene na sledeći način: pravovremenost osoblja banjskih hotela, profesionalnost zaposlenih, hrana i pića i pružanje brzih usluga. Ova tri faktora i četiri stavke objašnjavaju percepciju menadžera banjskih hotela u procentu od 50.97%. Kao zaključak može se istaći da je ljudski faktor (odgovornost i pouzdanost) i faktori okruženja (opipljivi faktori) važni parametri za kvalitet usluga kod menadžera banjskih hotela u Grčkoj, kada dizajniraju marketinške usluge sa ciljem poboljšanja zadovoljstva svojih klijenata.

Ključne reči

Reference

*** (2016) Spa global market analysis to 2016 & forecast to 2020. April 7. Retrieved from https://www.linkedin.com/pulse/spaglobal-market-analysis-2016-forecast-2020-shrikant-rane
Al-alak, B.A. (2012) The relationships between service quality, satisfaction, and behavioral intentions of Malaysian Spa center customers. International Journal of Business and Social Science, 3(1); 198-205
Alen, M.E., Fraiz, J.A., Rufin, R. (2006) Analysis of health spa customers' expectations and perceptions: The case of Spanish establishments. Polytechnical Studies Review, 5(6), 245-262
Alexandris, K., Dimitriadis, N., Markata, D. (2002) Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality: An International Journal, 12(4): 224-231
Bastič, M., Gojčič, S. (2012) Measurement scale for eco-component of hotel service quality. International Journal of Hospitality Management, 31(3): 1012-1020
Bitner, M.J. (1992) Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2): 57
Blesic, I., Ivkov-Dzigurski, A., Stankov, U., Stamenković, I., Bradic, M. (2011) Research of expected and perceived service quality in hotel management. Journal of Tourism, 5-13; 11
Blešić, I., Tešanović, D., Psodorov, Đ. (2011) Consumer satisfaction and quality management in the hospitality industry in South-East Europe. African Journal of Business Management, 5(4), str. 1388-1396
Blešić, I., Popov-Raljić, J., Uravić, L., Stankov, U., Đeri, L., Pantelić, M., Armenski, T. (2014) An importance-performance analysis of service quality in spa hotels. Economic Research-Ekonomska Istraživanja, 27(1): 483-495
Blešić, I., Romelić, J., Garača, V. (2009) An investigation of the expectations and perceptions of consumers about the quality of services in the spa hotels of West Morava region. Glasnik Srpskog geografskog društva, vol. 89, br. 1, str. 103-114
Caruana, A. (2002) The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7); 1-14
Chen, K., Chang, F., Wu, (Kenny) C. (2013) Investigating the wellness tourism factors in hot spring hotel customer service. International Journal of Contemporary Hospitality Management, 25(7): 1092-1114
Cronin, J. J., Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3): 55
Demirci, O.F., Kara, A. (2014) Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2): 118-129
Giritlioglu, I., Jones, E., Avcikurt, C. (2014) Measuring food and beverage service quality in spa hotels. International Journal of Contemporary Hospitality Management, 26(2): 183-204
Global Wellness Institute (2017) Global wellness economy monitor. January, Available at https://www.globalwellnessinstitute.org/press-room/statistics-and-facts/Greek Tourism Minister: Positive 2016 summer season. (2016, July 6). Retrieved from: https://www.newgreekt
Gronroos, C. (1984) Service quality model and its marketing implications. European Journal of Marketing, vol. 18(4), str. 36-44
Hapsari, R., Clemes, M.D., Dean, D. (2017) The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1): 21-40
Hsieh, L., Lin, L., Lin, Y. (2008) A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management, 29(3): 429-438
ISPA (2016) U.S. spa industry study. u: ISPA Conference & Expo, September 13
Johnston, K., Puczko, L., Smith, M., Ellis, S. (2011) Wellness tourism and medical tourism: Where do spas fit?. u: Global Spa Summit, New York, Available from: http://bit.ly/1JzS6oq
Kaiser, H.F. (1974) An index of factorial simplicity. Psychometrika, 39(1): 31-36
Keri, K., Ottenbacher, M.C., Harrington, R.J. (2007) The North American spa industry: An examination of emergent trends. FIU Hospitality and Tourism Review, 25(1), 50-60
Khan, P.I., Tabassum, A. (2012) Service quality and customer satisfaction of the beauty-care service industry in Dhaka: a study of high-end women's parlors. Journal of Business in Developing Nations, 32-58; 12
Koh, S., Jung‐Eun, Y.J., Boger, C.A. (2010) Importance‐performance analysis with benefit segmentation of spa goers. International Journal of Contemporary Hospitality Management, 22(5): 718-735
Lagrosen, Y., Lagrosen, S. (2016) Customer perceptions of quality - a study in the SPA industry. European Business Review, 28(6): 657-675
Lo, A., Wu, C., Tsai, H. (2015) The Impact of Service Quality on Positive Consumption Emotions in Resort and Hotel Spa Experiences. Journal of Hospitality Marketing & Management, 24(2): 155-179
Madanoglu, M., Brezina, S. (2008) Resort spas: how are they massaging hotel revenues?. International Journal of Contemporary Hospitality Management, 20(1): 60-66
McNeil, K.R., Ragins, E.J. (2005) Staying in the spa marketing game: Trends, challenges, strategies and techniques. Journal of Vacation Marketing, 11(1): 31-39
Monteson, P.A., Singer, J.L. (2002) Planning and operating a resort-based spa. Journal of Retail & Leisure Property, 2(4): 358-368
Mueller, H., Kaufmann, E.L. (2001) Wellness tourism: Market analysis of a special health tourism segment and implications for the hotel industry. Journal of Vacation Marketing, 7(1): 5-17
Nicolaides, A., Grobler, A. (2017) Spirituality, Wellness tourism and quality of life. African Journal of Hospitality, Tourism and Leisure, 6(1); 1-37
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1); 12-40
Smith, M., Kelly, C. (2006) Wellness Tourism. Tourism Recreation Research, 31(1): 1-4
Snoj, B., Mumel, D. (2002) The measurement of perceived differences in service quality - The case of health spas in Slovenia. Journal of Vacation Marketing, 8(4): 362-379
Spreng, R.A., Mackoy, R.D. (1996) An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2): 201-214
Sundstrom, E., Altman, I. (1989) Physical environments and work-group effectiveness. Research in Organizational Behavior, 11, 175-209
Tabacchi, M.H. (2010) Current Research and Events in the Spa Industry. Cornell Hospitality Quarterly, 51(1): 102-117
Thorsteinsdottir, K. (2005) The state of the European hotel spa sector. Journal of Retail & Leisure Property, 4(3): 272-277
Trauer, B. (2006) Conceptualizing special interest tourism-frameworks for analysis. Tourism Management, 27(2): 183-200
Trihas, N., Konstantarou, A. (2016) Spa-goers' characteristics, motivations, preferences and perceptions: Evidence from Elounda, Crete. Alma Tourism Journal of Tourism, Culture and Territorial Development, 7(14), 17-38
Tsai, H., Suh, E., Fong, C. (2012) Understanding Male Hotel Spa-Goers in Hong Kong. Journal of Hospitality Marketing & Management, 21(3): 247-269
Vasileiou, M., Tsartas, P. (2009) The wellness tourism market in Greece-an interdisciplinary methodology approach. Tourismos: An International Multidisciplinary Journal of Tourism, 4(4), 127-144
Wakefield, K.L., Blodgett, J.G. (1996) The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6): 45-61
Wakefield, K.L., Blodgett, J.G. (1999) Customer response to intangible and tangible service factors. Psychology and Marketing, 16(1): 51-68
Wener, R.E., ur. (1985) The environmental psychology of serve encounters. Lexington, MA
Wolak, R., Kalafatis, S., Harris, P. (1998) An investigation into four characteristics of services. Journal of Empirical Generalisations in Marketing Science, 3(2), 22-41
Zeithaml, V.A., Bitner, M.J. (2003) Services marketing. New York, itd: McGraw-Hill