Analyzing Attributes of the Spa Service Experience: Perceptions of Spa-Goers Traveling to Hong Kong

ABSTRACT

The aim of this study is to explore the attributes of the spa service experience and examine the perceived importance of those attributes. Focus group discussions reveal that customers’ perceptions of spa service focus on spa attributes and therapist attributes. According to the factor analysis, cleanliness and condition, ambience, the appearance of spa personnel and therapists’ sense of personalized service are important spa attributes that influence customers’ spa service experience. Furthermore, technical execution, skills and knowledge, and courtesy and manners are important therapist attributes that influence their spa service experience. This study also examines the differences in spa service attributes in relation to socio-demographic and spa visit experience characteristics.

摘要

本研究旨在探索水疗服务体验的属性，并考究这些属性的感知重要性。焦点小组讨论表明，顾客对水疗服务的认知主要集中在水疗属性和治疗师属性上。根据因素分析，清洁度和环境、氛围、水疗人员的外观以及治疗师的个性化服务是影响水疗服务体验的重要水疗属性。此外，技术执行、技能和知识以及礼貌和礼仪是影响水疗服务体验的重要治疗师属性。本研究还探讨了与社会人口统计和水疗中心探访体验特征相关的水疗服务属性之差异。

KEYWORDS:

• Spa industry
• spa service experience
• spa attributes
• therapist
• Hong Kong

关键词:

• 水疗行业
• 水疗服务体验
• 水疗属性
• 治疗师
• 香港

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

This work was supported by a grant funded by the Research Grants Council of the Hong Kong Special Administrative Region, China (Project Number: PolyU5423/12H).

Notes on contributors

Basak Denizci Guillet

Basak Denizci Guillet is Associate Professor in the School of Hotel and Tourism Management at The Hong Kong Polytechnic University, Hong Kong SAR, China (E-mail: [email protected]).

Deniz Kucukusta

Deniz Kucukusta is Assistant Professor in the School of Hotel and Tourism Management at The Hong Kong Polytechnic University, Hong Kong SAR, China (E-mail: [email protected]).