Award Date

Spring 2008

Degree Type

Professional Paper

Department

Hotel Administration

First Committee Member

Gail Sammons, Chair

Number of Pages

20

Abstract

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.

Disciplines

Hospitality Administration and Management

Language

English

Comments

Incomplete paper data.


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