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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 Orcid Logo

Tourism Recreation Research

Swansea University Author: Brian Garrod Orcid Logo

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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...

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Published in: Tourism Recreation Research
ISSN: 0250-8281 2320-0308
Published: Informa UK Limited
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URI: https://cronfa.swan.ac.uk/Record/cronfa71794
first_indexed 2026-04-25T17:11:00Z
last_indexed 2026-05-13T06:41:50Z
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recordtype SURis
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spelling 2026-05-12T10:59:23.5662380 v2 71794 2026-04-25 Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2026-04-25 CBAE 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. Journal Article Tourism Recreation Research Informa UK Limited 0250-8281 2320-0308 service quality; measurement scale; TOURQUAL; resorts; hospitality 0 0 0 0001-01-01 In press COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University Other 2026-05-12T10:59:23.5662380 2026-04-25T18:07:09.0776622 Faculty of Humanities and Social Sciences School of Management - Business Management Tiago Savi Mondo 1 Daiane Estacio da Silva Tavares 2 Erose Sthapit 3 Alexandre Panosso Neto 4 Brian Garrod 0000-0002-5468-6816 5
title Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
spellingShingle Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
Brian Garrod
title_short Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
title_full Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
title_fullStr Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
title_full_unstemmed Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
title_sort Reconfiguring TOURQUAL for Resort Tourism: Evidence for a Multidimensional Service Quality Framework
author_id_str_mv 4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv 4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author Brian Garrod
author2 Tiago Savi Mondo
Daiane Estacio da Silva Tavares
Erose Sthapit
Alexandre Panosso Neto
Brian Garrod
format Journal article
container_title Tourism Recreation Research
institution Swansea University
issn 0250-8281
2320-0308
publisher Informa UK Limited
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 0
active_str 0
description 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.
published_date 0001-01-01T17:20:21Z
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score 11.106612

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