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dc.contributor.authorGiritlioglu, Ibrahim
dc.contributor.authorJones, Eleri
dc.contributor.authorAvcikurt, Cevdet
dc.date.accessioned2016-02-04T13:40:43Z
dc.date.available2016-02-04T13:40:43Z
dc.date.issued2014
dc.identifier.citationGiritlioglu, I., Jones, E. and Avcikurt, C. (2014) 'Measuring food and beverage service quality in spa hotels', International Journal of Contemporary Hospitality Management, 26 (2), pp.183–204en_US
dc.identifier.issn0959-6119
dc.identifier.urihttp://hdl.handle.net/10369/7638
dc.descriptionThis is an Accepted Manuscript of an article published by Emerald Group Publishing Limited in International Journal of Contemporary Hospitality Management. The final published version is available at http://dx.doi.org/10.1108/IJCHM-03-2012-0049en_US
dc.description.abstractPurpose – The aim of this study was three-fold: first, to develop an instrument to evaluate food and beverage service quality in spa hotels; second, to identify aspects of food and beverage service quality of which customers had the highest expectations, i.e. the key dimensions of food and beverage service quality in spa hotels; third, to measure customer perceptions of the spa hotels in this study and to identify those dimensions with the largest gap between customer expectations and perceptions. Design/methodology/approach – A self-administrated questionnaire was distributed to 331 customers at four different spa hotels in Balikesir, Turkey. Exploratory and confirmatory factor analysis was used to identify service quality dimensions. Cronbach Alpha indicated the reliability of the factors identified. Customer expectations, perceptions and gaps between expectations and perceptions for each dimension were measured. Findings – Factor analysis revealed six quality dimensions: “assurance and employee knowledge”; “healthy and attractive food”; “empathy”; “tangibles”; “responsiveness of service delivery”; “reliability”. Customer expectations were highest for “tangibles” and “assurance and employee knowledge”. The largest gaps between perceptions and expectations were for “healthy and attractive food” and “tangibles”. Practical implications – Key dimensions for food and beverage service quality in spa hotels were identified and a reliable instrument for measuring provision was developed. This should be applied by managers on an ongoing basis to evaluate their performance and give them a better understanding of food and beverage service quality in spa hotels. The study provides specific information on the performance of Turkish spa hotels in relation to food and beverage service quality. Originality/value – This research addresses the paucity of research on customer perspectives of food and beverage provision in spa hotels and contributes to enhanced understanding of spa tourists and their expectations and perceptions of the service quality of food and beverage service quality.en_US
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Limiteden_US
dc.relation.ispartofseriesInternational Journal of Contemporary Hospitality Management
dc.subjectHotelen_US
dc.subjectService qualityen_US
dc.subjectFood and drinken_US
dc.subjectConsumer attitudesen_US
dc.subjectHospitality servicesen_US
dc.titleMeasuring food and beverage service quality in spa hotels: A case study in Balıkesir, Turkeyen_US
dc.typeArticleen_US
dc.identifier.doihttp://dx.doi.org/10.1108/IJCHM-03-2012-0049
dc.publisher.departmentCardiff School of Managementen_UK
dc.date.dateAccepted2014-01-01


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