Do Quality Certificates in Spa Enterprises Serve as a Meaningful Selection Criterion or Merely a Formal Label?

Radka Marčeková (), Martin Beňuch and Andrej Malachovský
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Radka Marčeková: Matej Bel University
Martin Beňuch: Matej Bel University, Faculty of Economics
Andrej Malachovský: Matej Bel University

A chapter in Synergizing Management, Culture, and Arts for Tourism Development - Vol. 2, 2026, pp 355-371 from Springer

Abstract: Abstract This chapter investigates the role of quality certification in Slovak spa enterprises as a potential factor influencing service selection and competitiveness. The scientific goal of the chapter is to examine whether quality certificates serve as a relevant decision-making criterion for customers and management or whether they function merely as formal labels without substantive impact. The study applies a mixed-method approach, combining quantitative data from visitor questionnaires (108) with qualitative insights derived from structured interviews with spa managers (4). The findings reveal a divergence in perception: while spa managers acknowledge the strategic value of certification in enhancing competitiveness and standardising service quality, a significant portion of spa visitors exhibit limited awareness of the existence or significance of such certifications in their decision-making process. Descriptive statistical methods were employed to evaluate customer attitudes and behavioural patterns. The research highlights the need for more effective communication and promotion of certification schemes, both within the spa enterprises and towards the public. Ultimately, the study confirms that although quality certificates have the potential to serve as credible indicators of excellence, their actual influence on consumer choice remains limited unless paired with increased visibility and trust.

Keywords: Service quality certification; Slovakia; Spa enterprises (search for similar items in EconPapers)
JEL-codes: I15 L83 Z32 (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-032-17534-2_22

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DOI: 10.1007/978-3-032-17534-2_22

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