Purpose – The purpose of this paper is to study the fundamentals of quality management, to examine the deeper layers of quality management and propose a tentative framework of its profound foundations. Design/methodology/approach – The paper is conceptual, reviewing the quality management...

Purpose The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach The empirical study involved seven Swedish SPA hotels....