Leisure Industry and Hotels: The Importance of Wellness Services …
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In today’s world of hotel business management, almost all the hotels of higher
categories include wellness programs in their offerings, with a high level of quality
and mostly with long and rich business experience, paying a lot of attention to the
following of new trends and understanding the needs and wishes of their customers.
Even though wellness centres are increasingly significant when it comes to the
revenue of its facilities, only a small number of studies have approached the topic
from the viewpoint of service experience (Guillet and Kucukusta 2019).
5.2 The Motives of the Users of Wellness Services
The research focusing on motives for visiting spa and wellness centres appears to
be the most beneficial for today’s studies, due to the fact that this normally entails
discussing the attitudes and daily life of wellness visitors (Koskinen and Wilska
2019). The consumers of wellness services are all the users whose purpose and aim
of travelling is the preservation of their own health and the achievement of a good
feeling, the so-called well-being (Smith and Puczko 2009). Most wellness tourists
are motivated to optimize their physical fitness and their mental health. Depending
on their personal affinities, the motives can be rest and relaxation, reducing stress,
spiritual experience, spending time in nature, self-development, meeting people with
the same way of thinking, community formation, or emotional or creative motives,
etc. (Smith and Puczko 2009).
Gojˇ ciˇ c (2011) presented the following classification of the motives of the users
of wellness services:
• body (physical) motives—renewal and enhancement of physical abilities, preservation of physical health, recovery after an illness
• mental (psychological) motives—enhancement of mental abilities, experience,
mental balance
• social motives—social contacts, change in everyday lifestyle
• cultural motives—getting familiar with other regions and people, getting familiar
with nature and cultural heritage, religion, further education
• motives of acquiring status and prestige—the wish to be recognized.
One of the latest classifications concerning the motivation for spa and wellness
visits was created in Serbia, one of the countries in Europe with the longest spa
resorts tradition, where the experts divided motives of spa clients into five groups:
rejuvenation, socialization, hedonism, obsession with health and beauty, relaxation
and escape from routine (Dimitrovski and Todorovi´ c 2015). With the topic of motivation of tourists in wellness tourism, research was conducted in Slovenia, one of the
top destinations when it comes to spa and wellness tourism offerings. As the most
important motives, the following stood out: effort-free activities (doing nothing),
life quality improvement, and relaxation. These results largely match the majority
of research on this topic. By comparing the results, which show how much tourists
respect the guidelines for a healthy life with the motives for going to wellness centres,
135
In today’s world of hotel business management, almost all the hotels of higher
categories include wellness programs in their offerings, with a high level of quality
and mostly with long and rich business experience, paying a lot of attention to the
following of new trends and understanding the needs and wishes of their customers.
Even though wellness centres are increasingly significant when it comes to the
revenue of its facilities, only a small number of studies have approached the topic
from the viewpoint of service experience (Guillet and Kucukusta 2019).
5.2 The Motives of the Users of Wellness Services
The research focusing on motives for visiting spa and wellness centres appears to
be the most beneficial for today’s studies, due to the fact that this normally entails
discussing the attitudes and daily life of wellness visitors (Koskinen and Wilska
2019). The consumers of wellness services are all the users whose purpose and aim
of travelling is the preservation of their own health and the achievement of a good
feeling, the so-called well-being (Smith and Puczko 2009). Most wellness tourists
are motivated to optimize their physical fitness and their mental health. Depending
on their personal affinities, the motives can be rest and relaxation, reducing stress,
spiritual experience, spending time in nature, self-development, meeting people with
the same way of thinking, community formation, or emotional or creative motives,
etc. (Smith and Puczko 2009).
Gojˇ ciˇ c (2011) presented the following classification of the motives of the users
of wellness services:
• body (physical) motives—renewal and enhancement of physical abilities, preservation of physical health, recovery after an illness
• mental (psychological) motives—enhancement of mental abilities, experience,
mental balance
• social motives—social contacts, change in everyday lifestyle
• cultural motives—getting familiar with other regions and people, getting familiar
with nature and cultural heritage, religion, further education
• motives of acquiring status and prestige—the wish to be recognized.
One of the latest classifications concerning the motivation for spa and wellness
visits was created in Serbia, one of the countries in Europe with the longest spa
resorts tradition, where the experts divided motives of spa clients into five groups:
rejuvenation, socialization, hedonism, obsession with health and beauty, relaxation
and escape from routine (Dimitrovski and Todorovi´ c 2015). With the topic of motivation of tourists in wellness tourism, research was conducted in Slovenia, one of the
top destinations when it comes to spa and wellness tourism offerings. As the most
important motives, the following stood out: effort-free activities (doing nothing),
life quality improvement, and relaxation. These results largely match the majority
of research on this topic. By comparing the results, which show how much tourists
respect the guidelines for a healthy life with the motives for going to wellness centres,