Journal article 15 views
Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
Tiago Savi Mondo,
Daiane Estacio da Silva Tavares,
Erose Sthapit,
Alexandre Panosso Neto,
Brian Garrod 
Tourism Recreation Research
Swansea University Author:
Brian Garrod
Abstract
The resort segment is characterised by high levels of service integration and experiential complexity, which limit the applicability of generic service quality measurement models. Despite advances in tourism research, there remains a lack of context-sensitive frameworks capable of capturing the mult...
| Published in: | Tourism Recreation Research |
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| Published: |
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| URI: | https://cronfa.swan.ac.uk/Record/cronfa71794 |
| Abstract: |
The resort segment is characterised by high levels of service integration and experiential complexity, which limit the applicability of generic service quality measurement models. Despite advances in tourism research, there remains a lack of context-sensitive frameworks capable of capturing the multi-dimensional nature of service quality in resort environments. This study examines how the TOURQUAL framework can be adapted to better reflect the specificities of resort tourism. Using a multi-phase empirical design, the study combines a structured literature review, analysis of user-generated content, face validation through a focus group with resort quality managers, and a survey with 145 resort guests in Brazil, whose responses were examined using exploratory factor analysis to identify a refined set of service quality indicators. The findings demonstrate that perceived service quality in resorts is a structured around three interrelated dimensions: Hospitality Infrastructure and Food & Beverage Quality; Resort Experience and Leisure Management; and Human Service and Relational Performance. These results advance service-quality theory by evidencing the need for contextual adaptation of established frameworks, and by highlighting the centrality of experiential and relational elements in resort settings. The study provides a structured basis for prioritising service attributes and enhancing the design and delivery of integrated resort experiences. |
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| Keywords: |
service quality; measurement scale; TOURQUAL; resorts; hospitality |
| College: |
School of Management |