The Investigation Upper-Northern Thailand Wellness Spa Business Service Quality for Customer Satisfactions

Abstract

This study of the knowledge management model for wellness spa business entrepreneurs in Upper Northern Thailand was a research and development (R&D) that aimed to find new methods to leverage the service standards for spas in Upper Northern Thailand by managing the knowledge and fortifying new skills to add to the existing knowledge to provide quality and standardized services to meet with certain expectations of the market and its customers in the future. Spa businesses in Upper Northern Thailand are unique by their identities, cultures, the style of “Lanna” the reflects through the 5 senses of human beings: sight, taste, smell, sound and touch, which is able to satisfy spa customers. The created model was then evaluated under a conceptual framework of project evaluation through inspections and evaluations from 6 spa business experts who suggested that the selected spa entrepreneurs could improve the existing skills and knowledge in all the 6 categories by managing knowledge through adult learning and learning readiness of the entrepreneurs appropriately by their own contexts. In order to achieve this goal, necessary trainings, seminars, and workshops were conducted as tools in managing the knowledge.