Service quality: A competing value in health and wellness industry

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dc.contributor.authorCorreia, Anabela G.
dc.contributor.authorAntunes, Joaquim G.
dc.contributor.authorQuintela, Joana
dc.date.accessioned2019-07-01T10:18:35Z
dc.date.available2019-07-01T10:18:35Z
dc.date.issued2010
dc.description.abstractThis study examined the impact of service quality on clients’ satisfaction. The empiric data were collected through surveys administrated to the users of five Portuguese thermal units and a hotel Spa. The investigation was based on SERVQUAL scale presented by Parasuraman, Zeithaml and Berry (1985). Necessarily, this model was adapted to the nature and characteristics of health and wellness industry. The dimensions of the service quality scale were reduced to the more significant ones for the studied units (attendance, assurance and tangibles). The results showed that are the aspects related to assurance and attendance that give more satisfaction to the users, that service quality is an antecedent of clients’ satisfaction and it has an impact on users’ loyalty.pt_PT
dc.identifier.citationQuintela, J. A., Correia, A. G., & Antunes, J. (2010). Service quality: A competing value in health and wellness industry. In S. T. Menon (ed.), ISSWOV 2010 Conference Proceedings (pp. 119-135), CIS/ISCTE-ISPA-SOCIUS/ISEG/UTL, Lisboa, Portugal, 27-30 jun.2010. Disponível no Repositório UPT, http://hdl.handle.net/11328/2739pt_PT
dc.identifier.issn978-0-9817997-1-1
dc.identifier.urihttp://hdl.handle.net/11328/2739
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.rightsopen accesspt_PT
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/pt_PT
dc.titleService quality: A competing value in health and wellness industrypt_PT
dc.typeconferenceObjectpt_PT
degois.publication.firstPage119pt_PT
degois.publication.lastPage126pt_PT
degois.publication.titleISSWOV 2010 Conference Proceedingspt_PT
dspace.entity.typePublicationen
person.affiliation.nameREMIT - Research on Economics, Management and Information Technologies
person.familyNameQuintela
person.givenNameJoana
person.identifier.ciencia-id0E10-1DCB-F241
person.identifier.orcid0000-0002-4475-2744
relation.isAuthorOfPublicationd832c096-0d78-4f5c-9599-e234c38a4249
relation.isAuthorOfPublication.latestForDiscoveryd832c096-0d78-4f5c-9599-e234c38a4249

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HPC - Publicações em Livros de Atas Internacionais / Papers in International Proceedings