Health and wellness tourism from a hospitality viewpoint: quality of services offered in a medical spa

Autores

  • Maria Enói dos Santos
  • Josildete Pereira de Oliveira
  • Carlos Alberto Tomelin
  • Luciano Torres Tricárico

Palavras-chave:

hospitality, physical space hospitality, spa, health and wellness tourism

Resumo

The objectives of this study were divided into 4 points: characterization of the chosen spa; services available in the spa; frequency of tourists to the spa and strategies adopted; and analysis of the spa services. This study is classified as exploratory descriptive, with a qualitative, non-probabilistic approach. The checklist used the SERVPERF model, where it is possible to analyze the quality level of the service provided. For the analysis of the services, it was necessary to use the participant observation method – OP, in the pseudo purchase methodology. The research was carried out in a medical spa in Sorocaba, São Paulo, Brazil. The technique used to analyze the answers of the spa collaborators was Content Analysis. It was observed that satisfaction with the attendance, provided service, and available infrastructure, become key elements for functional and positive performance. Was can conclude that hospitality in this medical spa is governed by empathy, attention and compassion with which all guests are treated, this being their differential for client's loyalty.

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Biografia do Autor

Maria Enói dos Santos

Coordenadora do Curso de Cosmetologia e Estética da Universidade do Vale do Itajaí.

Josildete Pereira de Oliveira

Bolsista Produtividade CNPq e pesquisadora do Programa de Pós-graduação em Turismo e Hotelaria do Vale do Itajaí.

Carlos Alberto Tomelin

Vice-reitor de Graduação da Universidade do Vale do Itajaí, docente e pesquisador do Programa de Pós-graduação em Turismo e Hotelaria da Universidade do Vale do Itajaí.

Luciano Torres Tricárico

Coordenador do Programa de Pós-graduação em Turismo e Hotelaria da Universidade do Vale do Itajaí e Bolsista Produtividade CNPq.

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Publicado

2022-05-20

Como Citar

Enói dos Santos, M., Pereira de Oliveira, J., Tomelin, C. A., & Torres Tricárico, L. (2022). Health and wellness tourism from a hospitality viewpoint: quality of services offered in a medical spa. Revista Hospitalidade, 19, 1–29. Recuperado de https://www.revhosp.org/hospitalidade/article/view/935

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