Dimensions of service quality in glamping (CROSBI ID 681452)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Vrtodušić Hrgović, Ana-Marija ; Cvelić Bonifačić, Josipa ; Milohnić, Ines
engleski
Dimensions of service quality in glamping
Purpose – Service quality plays an important role in improving quality and competitiveness in glamping, an innovative and novel form of accommodation in campsites. Therefore, this paper strives to present the dimensions of service quality in glamping from the perspective of two target groups: guests and campsite managers. Methodology – Research was based on a structured questionnaire, designed especially for each target group (guests and campsite managers). The study included 120 managers and 130 guests. Surveys were conducted in 2017 and 2018 using an on- site questionnaire for managers and both an on-site and online questionnaire for guests. The data were analysed using methods of descriptive and inferential statistics. Findings – Research results indicate that managers and guests alike attach importance to the quality elements of glamping service and glamping accommodation facilities. Both target groups agree that friendly staff, professional staff and cleanliness have the greatest role in ensuring glamping service quality, and attractive and well- maintained natural environment, equipment and fittings, and innovative and appealing appearance, in glamping accommodation quality. Results also show that the importance scores given by managers are somewhat higher than those given by guests, in all quality elements that were rated with regard to glamping service and glamping facilities. Contribution – This study makes a contribution to theory and application. From a theoretical perspective, the study contributes by broadening the literature by identifying quality elements in glamping from the perspective of guests and campsite managers. From an application perspective, the results of research contribute by highlighting the quality elements that are important to guests and that should be taken into consideration when designing a product/service as well as in the service provision process
glamping ; service quality ; dimensions ; glamping services ; glamping accommodation
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Podaci o prilogu
773-785.
2019.
objavljeno
10.20867/tosee.5.14
Podaci o matičnoj publikaciji
ToSEE - Tourism in Southern and Eastern Europe 2019
Zadel, Z, Smolčić Jurdana, D.
Opatija: Faculty of Tourism and Hospitality Management Opatija, Croatia
1848-4050
Podaci o skupu
5th International Conference Tourism in Southern and Eastern Europe: Creating Innovative Tourism Experiences: The Way to Extend the Tourist Season (ToSEE 2019)
predavanje
16.05.2019-18.05.2019
Opatija, Hrvatska
Povezanost rada
Ekonomija