Responsible Spa Model : A Reflection from Customer Perspective

Abstract

The objective of the research was to investigate the perceptions and expectations on the standard spa models based on social responsibility from the customer perspective. The qualitative was employed research with in-depth interviews. The respondents were 10 customers of the spa service department of Anantara Si Kao Resort & Spa, Trang Province. The findings of the research found that the spa should respond to customers’ problems and complaints. The spa should be aware to control the quality of work. The spa should admire the laws as well such in order to protect both of employees and customers. The customers also expected that the spa staff have to be under legal employment and take a good care to all customers. In addition, they expected spa staff to treat all customers by means of loyalty and equity. Finally, the customers expected the spa to take responsible for the community. The results of the study would lead the spa business to operate the services on the standard spa moel respond to social responsibi lity and customer expectation.