All-inclusive holiday service quality: development and validation of a measurement scale

This study aims to develop and validate a comprehensive scale for measuring service quality in all-inclusive holidays. Employing a mixed-methods approach, the research identifies and validates a seven-dimensional scale encompassing travel, service encounters, public environment, dining, accommodation, entertainment, and arrival and departure. The findings make a significant contribution to the limited body of knowledge on all-inclusive holidays and, more specifically, on service quality within this tourism segment. The validated scale offers practical value for industry practitioners by enabling more effective monitoring and management of key service areas, as well as informing the design and marketing of all-inclusive holiday offerings.