The satisfaction of thalassotherapy visitors and its influence of word-of-mouth
Location
Gran Canaria
Participation
Attend the conference at Gran Canaria in person.
Type of Submission
Paper Presentation
Short Abstract
This work aims to contribute to the field of service quality in wellness tourism by analysing the influence of a particular kind of services, namely thalassotherapy services, on customers’ overall satisfaction. Additionally, the influence of overall satisfaction on positive word-of-mouth (WOM) on said services is also examined. To fulfil these research goals, structural equation modelling was performed on a sample of 246 thalassotherapy customers. The results show that customers’ satisfaction with each thalassotherapy activity (i.e. swimming pool treatments, body/face treatments, the environment and the staff) has a positive impact on overall satisfaction. Additionally, overall satisfaction positively affects WOM. These results have practical implications, since they suggest that performing well only in the provision of treatments is not enough if there are service failures in terms of environment or staff.
The satisfaction of thalassotherapy visitors and its influence of word-of-mouth
Gran Canaria
This work aims to contribute to the field of service quality in wellness tourism by analysing the influence of a particular kind of services, namely thalassotherapy services, on customers’ overall satisfaction. Additionally, the influence of overall satisfaction on positive word-of-mouth (WOM) on said services is also examined. To fulfil these research goals, structural equation modelling was performed on a sample of 246 thalassotherapy customers. The results show that customers’ satisfaction with each thalassotherapy activity (i.e. swimming pool treatments, body/face treatments, the environment and the staff) has a positive impact on overall satisfaction. Additionally, overall satisfaction positively affects WOM. These results have practical implications, since they suggest that performing well only in the provision of treatments is not enough if there are service failures in terms of environment or staff.
https://docs.lib.purdue.edu/itsa/ITSA2022/ITSA2022/75