Majda Bastič (Author), Slavka Gojčič (Author)

Abstract

Growing acknowledgement of the need to achieve more sustainable forms of development has resulted in environmentally conscious tourists who have indicated a dissatisfaction with existing hotel service quality. The objective of this study was to investigate tourists' ecological expectations referring to the quality of spas and wellness hotel services in order to develop and test a scale for measuring the 'eco-component,' a new component of hotel service quality. The findings revealed four dimensions of the eco-component: hotel staff's eco-behaviour; environmentally friendly and healthy equipment; efficient use of energy and water; and bio-food. Tourists also demonstrated a hierarchy of eco-dimensions, with the most important being hotel staff's eco-behaviour and the least important being bio-food. Tourists' expectations about the level of eco-dimensions differ significantly with respect to their income, nationality, and the hotel certification. However, no significant difference emerged in their expectations due to different educational levels.

Keywords

turizem;ekologija;ekoturizem;hotelirstvo;storitve;kvaliteta;

Data

Language: English
Year of publishing:
Typology: 1.01 - Original Scientific Article
Organization: UM EPF - Faculty of Economics and Business
UDC: 338.485.1
COBISS: 10981404 Link will open in a new window
ISSN: 0278-4319
Views: 892
Downloads: 76
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Other data

Secondary language: English
URN: URN:SI:UM:
Type (COBISS): Not categorized
Pages: str. 1012-1020
Volume: ǂVol. ǂ31
Issue: ǂiss. ǂ3
Chronology: 2012
DOI: 10.1016/j.ijhm.2011.12.007
ID: 1434746