First Committee Member
Gail Sammons, Chair
Number of Pages
Currently, there is no academic standard or format that spas use to rate themselves against other spas, not is there one for spas to rate themselves on improvements based on previous surveys. This paper will offer a format for each individual spa and groups of spas, to find what the clientele’s expectations are. It will also determine if the spa is meeting or exceeding these expectations, and will create a format for all spas to use, based on the SERQUAL analysis developed by Parasuraman, Berry, and Zeithaml (1991). This tool will allow spas to survey their customers to see if their offerings are what is expected, and where they need to improve. Once completed, a group of spas could analyze and compare results.
Hospitality Administration and Management
Mittelstadt, Patricia, "Measuring gaps in customer service at spas: Are we offering our customers what they want?" (2008). UNLV Theses, Dissertations, Professional Papers, and Capstones. 620.