Wellness spa hotel experience: evidence from spa hotel guests in Serbia

Dimitrovski, Darko, Marinković, Veljko, Djordjević, Aleksandar and Sthapit, Erose ORCID: https://orcid.org/0000-0002-1650-3900 (2024) Wellness spa hotel experience: evidence from spa hotel guests in Serbia. Tourism Review. ISSN 1660-5373

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Abstract

Purpose: This study aims to develop and test a model of the wellness spa hotel experience. The model proposes that experiencescape dimensions (sensory, functional, social, natural and hospitality culture) are important antecedents of guest satisfaction with a wellness spa hotel experience. The study also tests the relationship between satisfaction, wellness-induced well-being, experience co-creation and word-of-mouth (WOM). Design/methodology/approach: Data was collected in the post-pandemic period, during September–November 2022 from 567 domestic guests who had stayed in a wellness spa hotel in Serbia. Findings: Besides the social experience scape dimension, all other dimensions of experiencescape (sensory, functional, natural and hospitality culture) were found to be positive drivers of guest satisfaction with a wellness spa hotel experience. The relationship between satisfaction, wellness-induced well-being, experience co-creation and WOM was also supported. Originality/value: This study emphasises the role of experiencescape in concurrence with the antecedents in cultivating guest satisfaction with a wellness spa hotel experience, which further influences wellness-induced well-being, experience co-creation and WOM.