文章基本信息

标题：Expectations and perceived quality of customer service:The model of expectations management of the quality of health and wellness tourism destination
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作者：Filipa Carvalho
期刊名称：European Journal of Tourism, Hospitality and Recreation
印刷版ISSN：1647-9254
出版年度：2011
卷号：2
期号：2
出版社：Instituto Politécnico de Leiria
摘要：With this paper, we address the issue of perceived quality of the Portuguese health and wellness touristic product. We use four distinct but complementary steps. The first one seeks to identify core aspects of health and wellness tourism found in Portuguese tourism offerings. The second stage addresses issues of quality, focusing on the dominant principles of Total Quality Management (TQM). The third step allows us to identify the model of Expectations and Perceptions of Service Quality (SERVQUAL). The fourth stage reflects a set of assumptions that may lead to further studies that are based on a logical integration of TQM with the assumptions of the SERVQUAL model. And finally, we propose a management model (GEQUATUR) based on assumptions of both TQM and SERVQUAL models
关键词：health and wellness tourism; expectations; perceived quality.