期刊名称：Management - Journal of Contemporary Management Issues
印刷版ISSN：1331-0194
电子版ISSN：1846-3363
出版年度：2017
卷号：7
期号：1
页码：19-35
语种：English
出版社：University of Split, Faculty of Economics
摘要：Authors demonstrate the use of cluster analysis in finding out (ascertaining) the homogenity/heterogenity of guests as to the degree of their demand. The degree of guests’ demand is defined according to the importance of perceived service quality components measured by SERVQUAL, which was adopted and adapted, according to the specifics of health spa industry in Slovenia. Goals of the article are: (a) the identification of the profile of importance of general health spa service quality components, and (b) the identification of groups of guests (segments) according to the degree of their demand in the research in 1991 compared with 1999. Cluster analysis serves as useful tool for guest segmentation since it reveals the existence of important differences in the structure of guests in the year 1991 compared with the year 1999. The results serve as a useful database for management in health spas.
关键词：cluster analysis; customer segmentation; tourism and hospitality; spa industry; Slovenia
