Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels

International Journal of Hospitality Management

Volumn 35, Issue , 2013, Pages 122-132

  Chen, Kaung Hwa ^a   Liu, Hsiou Hsiang ^a   Chang, Feng Hsiang ^b  

^a NATIONAL KAOHSIUNG UNIVERSITY OF APPLIED SCIENCES   (Taiwan)

^b TZU HUI INSTITUTE OF TECHNOLOGY   (Taiwan)

Author keywords

Customer service; Older adults; Segmentation; Wellness tourism

Indexed keywords

EID: 84879745117     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2013.05.013     Document Type: Article

References (62)

1. Adams T.B. The power of perceptions: measuring wellness in a globally acceptable philosophically consistent way 2003, retrieved from, (20.09.08). http://www.hedir.org/.
2. Ardell D.B. High Level Wellness: An Alternative to Doctors, Drugs, and Disease 1977, Rodale Press, Emmaus, PA.
3. Ballou R.H. Business Logistics Management 1994, Prentice-Hall, Englewood Cliffs, NJ.
4. Barrows C., Powers T., Reynolds D. Introduction to Management in the Hospitality Industry 2012, NJ-NJ9. John Wiley & Sons, Hoboken.
5. Blazey M.A. Travel and retirement status. Annals of Tourism Research 1992, 19(4):771-783.
6. Boksberger P.E., Laesser C. Segmentation of the senior travel market by the means of travel motivations. Journal of Vacation Marketing 2009, 15(4):311-322.
7. Chang K.C., Chen M.C. Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: a study of a hot spring hotel. Total Quality Management 2011, 22(1):1-27.
8. Cohen M. Spa introduction. Understanding the Global Spa Industry: Spa Management 2008, Elsevier Ltd., MA. G. Bodeker, M. Cohen (Eds.).
9. Crick A.P., Spencer A. Hospitality quality: new directions and new challenges. International Journal of Contemporary Hospitality Management 2010, 23(4):463-478.
10. Das D., Mukherjee K. Development of an AHP-QFD framework for designing a tourism product. International Journal of Services and Operations Management 2008, 4(3):321-344.
11. Dixon J.T. Managing two future changes in leisure and tourism services. Journal of Tourism & Hospitality 2012, 1(1). 1 e101.
12. Erfurt-Cooper P., Cooper M. Health and Wellness Tourism: Spas and Hot Springs 2009, Channel View Publications, Bristol, UK.
13. European Commission 1st January Population by Sex and 5-year Age Groups 2012, retrieved from, (23.08.12). http://appsso.eurostat.ec.europa.eu/nui/show.do%3Fdataset=proj_10c2150p%26lang=en.
14. Gilbert D., Wong R.K.C. Passenger expectations and airline services: a Hong Kong based study. Tourism Management 2003, 24(5):519-532.
15. Grougiou V., Pettigrew S. Senior customers' service encounter preferences. Journal of Service Research 2011, 14(4):475-488.
16. Guinn R. Elderly recreational vehicle tourists: motivations for leisure. Journal of Travel Research 1980, 19(3):9-12.
17. Harahsheh S.S. Curative Tourism in Jordan and its Potential Development 2002, Bournemouth University, United Kingdom.
18. Hawes D.K. Travel-related lifestyle profiles of older women. Journal of Travel Research 1988, 27(2):22-32.
19. Horneman L., Carter R.W., Wei S., Ruys H. Profiling the senior traveler: an Australian perspective. Journal of Travel Research 2002, 41(1):23-37.
20. Hsu C.H.C., Cai L.A., Wong K.K.F. A model of senior tourism motivations? Anecdotes from Beijing and Shanghai. Tourism Management 2007, 28(5):1262-1273.
21. Huang L., Tsai H.-T. The study of senior traveler behavior in Taiwan. Tourism Management 2003, 24(5):561-574.
22. Hunter-Jones P., Blackburn A. Understanding the relationship between holiday taking and self-assessed health: an exploratory study of senior tourism. International Journal of Consumer Studies 2007, 31(5):509-516.
23. Jallad A. Environment and Curative Tourism 2000, Alam Al Kutub, Cairo, Egypt.
24. Jang S., Wu C.-M.E. Seniors' travel motivation and the influential factors: an examination of Taiwanese seniors. Tourism Management 2006, 27(2):306-316.
25. Janke M., Davey A., Kleiber D. Modeling change in older adults' leisure activities. Leisure Sciences 2006, 28(3):285-303.
26. Joppe M. One country's transformation to spa destination: the case of Canada. Journal of Hospitality and Tourism Management 2010, 17(1):117-126.
27. Jöreskog K.G., Sörbom D. LISREL 7 User's Reference Guide 1989, Scientific Software, Inc., Mooresville, IN.
28. Kaspar C. Gesundheitstourismus im Trend. Jahrbuch der Schweizer Tourismuswirtschaft 1995/96, St. Gallen 1996, 53-61. Institut für Tourismus und Verkehrswirtschaft (Ed.).
29. Kim J., Wei S., Ruys H. Segmenting the market of west Australian senior tourists using an artificial neural network. Tourism Management 2003, 24(1):25-34.
30. Kisperska-Moroñ D. Logistics customer service levels in Poland: changes between 1993 and 2001. International Journal of Production Economics 2005, 93-94(8):121-128.
31. Konu H., Tuohino A., Komppula R. Lake wellness - a practical example of a new service development (NSD) concept in tourism industries. Journal of Vacation Marketing 2010, 16(2):125-139.
32. La Londe B.J., Zinszer P.H. Customer Service: Meaning and Measurement 1976, National Council of Physical Distribution Management, Chicago.
33. Le Serre D. Who is the senior consumer for the tourism industry?. Amfiteatru Economic 2008, 10(special 2):195-206.
34. Lehto X.Y., Jang S., Achana F.T., O'Leary J.T. Exploring tourism experience sought: a cohort comparison of baby boomers and the silent generation. Journal of Vacation Marketing 2008, 14(3):237-252.
35. Lehto X.Y., O'Leary J.T., Lee G. Mature international travelers. Journal of Hospitality & Leisure Marketing 2002, 9(1-2):53-72.
36. Littrell M.A., Paige R.C., Song K. Senior travellers: tourism activities and shopping behaviours. Journal of Vacation Marketing 2004, 10(4):348-362.
37. Liu Y., Xu J. Customer satisfaction measurement model based on QFD. Asian Journal on Quality 2003, 4(2):101-122.
38. Marques A.I., Santos L., Soares P., Santos R., Oliveira-Tavares A., Mota J., Carvalho J. A proposed adaptation of the European foundation for quality management excellence model to physical activity programmes for the elderly - development of a quality self-assessment tool using a modified Delphi process. International Journal of Behavioral Nutrition and Physical Activity 2011, 8(1):104-112.
39. Messerli H.R., Oyama Y. Health and wellness tourism - global. Travel & Tourism Analyst 2004, August:1-54.
40. Milman A. The impact of tourism and travel experience on senior travelers' psychological well-being. Journal of Travel Research 1998, 37(2):166-170.
41. Mueller H., Lanz Kaufmann E. Wellness tourism: market analysis of a special health tourism segment and implications for the hotel industry. Journal of Vacation Marketing 2001, 7(1):5-17.
42. Nahrstedt W. Wellness: A new perspective for leisure centers, health tourism, and spas in Europe on the global health market. The Tourism and Leisure Industry: Shaping the Future 2004, 181-193. Haworth Hospitality Press, New York. K. Weiermair, C. Mathies (Eds.).
43. Nazareth L. The Leisure Economy 2007, John Wiley and Sons, Mississauga, ON, Canada.
44. Nelson M.E., Rejeski W.J., Blair S.N., Duncan P.W., Judge J.O., King A.C., Macera C.A., Castaneda-Sceppa C. Physical activity and public health in older adults: recommendation from the American college of sports medicine and the American heart association. Circulation 2007, 116(9):1094-1105.
45. Nimrod G., Rotem A. Between relaxation and excitement: activities and benefits gained in retirees' tourism. International Journal of Tourism Research 2010, 12(1):65-78.
46. Nysveen H., Methlie L.B., Pedersen P.E. Tourism web sites and value-added services: the gap between customer preferences and web site's offerings. Information Technology & Tourism 2003, 5(3):165-174.
47. Pollock A., Williams P., Gartner W.C., Lime D.W. Health tourism trends: closing the gap between health care and tourism. Trends in Outdoor Recreation, Leisure and Tourism 2000, CABI, New York. W.C. Gartner, D.W. Lime (Eds.).
48. Puczkó L., Bachvarov M. Spa, bath, thermal: what's behind the labels?. Journal of Tourism Recreation Research 2006, 31(1):83-91.
49. Romsa G., Blenman M. Vacation patterns of the elderly German. Annals of Tourism Research 1989, 16(2):178-188.
50. Schegg R., Murphy J., Leuenberger R. Five-star treatment? E-mail customer service by international luxury hotels. Information Technology & Tourism 2003, 6(2):99-112.
51. Smith M., Kelly C. Holistic tourism: journeys of the self?. Tourism Recreation Research 2006, 31(1):15-24.
52. Smith M., Kelly C. Wellness tourism. Tourism Recreation Research 2006, 31(1):1-4.
53. Smith M., Puczkó L. Health and Wellness Tourism 2009, Butterworth-Heinemann, Oxford, UK.
54. Szmigin I., Carrigan M. Leisure and tourism services and the older innovator. The Service Industries Journal 2001, 21(3):113-129.
55. Taiwan Ministry of the Interior 2009 Survey of Older Population 2010, retrieved from, (16.03.12). http://sowf.moi.gov.tw/stat/week/list.htm.
56. Taiwan Ministry of the Interior 2010 Analysis of Population Structure 2012, retrieved from, (14.01.12). http://sowf.moi.gov.tw/stat/week/list.htm.
57. Taiwan Tourism Bureau 2009 Domestic Travelers by Gender and Age 2010, retrieved from, (14.01.12). http://admin.taiwan.net.tw/upload/statistic/20110406/81853106-67f5-42e2-b2c4-24a033a748a7.pdf.
58. Taiwan Tourism Bureau 2011 Outbound departures of nationals of the Republic of China by age 2012, Retrieved from, (17.09.12). http://recreation.tbroc.gov.tw/asp1/statistics/year/INIT.ASP.
59. Tkaczynski A., Rundle-Thiele S., Beaumont N. Destination segmentation: a recommended two-step approach. Journal of Travel Research 2010, 49(2):139-152.
60. Tung V.W.S., Ritchie J.R.B. Investigating the memorable experiences of the senior travel market: an examination of the reminiscence bump. Journal of Travel & Tourism Marketing 2011, 28(3):331-343.
61. Turban E., King D., Lee J.K., Warkentin M., Chung H.M. Electronic Commerce: A Managerial Perspective 2002, Prentice Hall, Upper Saddle River, NJ.
62. Whitford M. Market in motion. Hotel and Motel Management 1998, 213(7):41-43.