134
M. Ranˇ ci´ c Demir et al.
and spa centres is differentiated according to their location (spa, mountain, seaside
area, etc.), and the size of the facility.
Besides the essential elements, which should be in compliance with the overall
capacity of a hotel, it is also extremely important to predict in advance whether the
wellness offerings are only for the hotel guests or if they will be available for other
visitors as well. The way of selling services should also be defined, such as whether it
will be included in the room price or not. Nevertheless, the following features can be
distinguished as the most important parts of a wellness complex: reception area with
the reception desk, cloakroom (changing rooms), shower units and toilets, massage
room, water areas, Finnish sauna, Turkish or steam bath, Russian spa, Kneipp bath,
tepidarium, ice room, and adventure shower (Ranˇ ci´ c et al. 2013).
The offerings in wellness centres can be very wide and diverse. Hospitality facilities should have wellness offerings that are based on the essential principles of
wellness. One of the models which shows the main elements of wellness, and which
each wellness centre should contain, is the ‘extended wellness model’ (Mueller and
Kaufmann 2001). The same authors expanded the previous wellness model, which
represented the harmony of body, mind, and spirit. Their expanded wellness model
includes the following elements: self-responsibility, body (physical fitness, cosmetic
care), health (nutrition, diet), mind (mental activities, education), relaxation (rest,
meditation), social activities, and environmental awareness.
5.1 The Quality of Services in Wellness Centres
Wellness industry experts are conducting studies on the service quality construct, due
to the increasing number of wellness centre clients (Clemes et al. 2020). AveliniHoljevac (2001) described wellness in tourism offerings as a service which is directed
toward the enhancement of mental and physical health, and furthermore, to the
improvement of the quality of the whole life, through the offering which comprises:
comfortable accommodation, healthy diet, sport and recreational activities, health
and body treatments, entertainment and social activities, cultural events, spiritual
exercises, etc. Besides the already mentioned elements, the offering should also
contain the following elements: distinctiveness, quality of accommodation and food,
high-quality medical-tourism wellness package, balanced quality–price relation, as
well as a quality system of the quality management. Nevertheless, it is not enough
to focus merely on physical environments and performances of the services if the
needs of wellness visitors are to be completely met (Han et al. 2020).
Since the quality of wellness services depends primarily on the subjective feeling
of a service user, it is very hard to find an adequate way to determine and measure the
quality of these services. The quality of a wellness tourism product depends on the
diversification of the offering and the personalization of services. The offering diversification has the aim and task to make the offering unique and distinctive, whereas
the personalization of services implies that it is formed and adjusted according to the
users’ needs and their requirements (Avelini-Holjevac 2001).
M. Ranˇ ci´ c Demir et al.
and spa centres is differentiated according to their location (spa, mountain, seaside
area, etc.), and the size of the facility.
Besides the essential elements, which should be in compliance with the overall
capacity of a hotel, it is also extremely important to predict in advance whether the
wellness offerings are only for the hotel guests or if they will be available for other
visitors as well. The way of selling services should also be defined, such as whether it
will be included in the room price or not. Nevertheless, the following features can be
distinguished as the most important parts of a wellness complex: reception area with
the reception desk, cloakroom (changing rooms), shower units and toilets, massage
room, water areas, Finnish sauna, Turkish or steam bath, Russian spa, Kneipp bath,
tepidarium, ice room, and adventure shower (Ranˇ ci´ c et al. 2013).
The offerings in wellness centres can be very wide and diverse. Hospitality facilities should have wellness offerings that are based on the essential principles of
wellness. One of the models which shows the main elements of wellness, and which
each wellness centre should contain, is the ‘extended wellness model’ (Mueller and
Kaufmann 2001). The same authors expanded the previous wellness model, which
represented the harmony of body, mind, and spirit. Their expanded wellness model
includes the following elements: self-responsibility, body (physical fitness, cosmetic
care), health (nutrition, diet), mind (mental activities, education), relaxation (rest,
meditation), social activities, and environmental awareness.
5.1 The Quality of Services in Wellness Centres
Wellness industry experts are conducting studies on the service quality construct, due
to the increasing number of wellness centre clients (Clemes et al. 2020). AveliniHoljevac (2001) described wellness in tourism offerings as a service which is directed
toward the enhancement of mental and physical health, and furthermore, to the
improvement of the quality of the whole life, through the offering which comprises:
comfortable accommodation, healthy diet, sport and recreational activities, health
and body treatments, entertainment and social activities, cultural events, spiritual
exercises, etc. Besides the already mentioned elements, the offering should also
contain the following elements: distinctiveness, quality of accommodation and food,
high-quality medical-tourism wellness package, balanced quality–price relation, as
well as a quality system of the quality management. Nevertheless, it is not enough
to focus merely on physical environments and performances of the services if the
needs of wellness visitors are to be completely met (Han et al. 2020).
Since the quality of wellness services depends primarily on the subjective feeling
of a service user, it is very hard to find an adequate way to determine and measure the
quality of these services. The quality of a wellness tourism product depends on the
diversification of the offering and the personalization of services. The offering diversification has the aim and task to make the offering unique and distinctive, whereas
the personalization of services implies that it is formed and adjusted according to the
users’ needs and their requirements (Avelini-Holjevac 2001).