Abstract
Services are a primary force for economic growth in a modern society. At the same time the concept of quality is in the midst of managerial attention in every successful organization. Yet, extensive work in the field of empirical research involving the measurement of this important marketing variable and subsequently in the marketing management of quality in numerous service organizations all over the world has started only at the end of the eighties. As a result the author undertook an empirical study to identify the salient components of service quality and the nature of impact of several factors on the guests estimation of service quality in two successful Slovenian health spas. As the basis for the investigation this study utilizes the conceptual model of service quality as proposed by Parasuraman, Zeithaml, and Berry (1985).
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