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This study aims to establish customer service factors for wellness tourism from both service providers and customer perspectives, and to determine whether gender and age factors affect older tourist opinions of customer service.

The authors interviewed 13 experts in the hot spring hotel industry and more than 469 hot spring hotel visitors who are over 50 years of age. Content validity and homogeneity reliability as proposed by Aiken were used to confirm customer service factors. This study uses the verbal-linguistic evaluation to assess customer service factors and each service item associated with these factors.

Eight crucial customer service factors, from high to low, are personnel services, environments, healthy diet, relaxation, health promotion treatments, experience of unique tourism resources, social activities, and mental learning.

This study implicated allocation and management of input resources as the service factors that are used for determining the preferences of older consumers in wellness tourism.

Numerous countries are currently facing an aging population and market opportunities for wellness tourism are popular with the tourism industry. Studies show that enhanced customer service increases competitive advantage in the tourism industry. However, customer service differs from what customers prefer. For this study, the authors compiled the viewpoints of older consumers, hotel personnel, and expert opinions in the hotel industry to identify customer-service factors in wellness tourism. The analytical results of this study suggest that hot spring hotels in Taiwan can focus on critical customer-service items, resource management, and resource allocation.

Blogs have become a widespread means for the exchange of information, where topics regarding food and nutrition feature with increasing prominence. In the sphere of online risk communication, food bloggers are relevant actors because they pass on practical information about food preparation and crucial phases of food safety (preservation, handling and cooking of food). Moreover, they have the ability to reach user networks in a rapid and capillary manner. This paper focusses on the figure of the food blogger, the context in which he/she acts and his/her perceptions and type of communication of food safety issues.

Quantitative and qualitative data were collected using an online survey and an online training programme was implemented to actively engage food bloggers in the creation of food risk communication.

This study showed that a common reason for the creation of a food blog is the love for food and the practice of caring for themselves and others through food. Food bloggers feel responsible for taking care of their users by providing accurate information related to health and safety. Communication via blogs is based on the shared experiences of users, thereby representing a type of knowledge that is closer to direct practice. Interacting with these new actors in the field of food is important for institutions traditionally committed to promoting public health and food safety.

The research stands out for its innovative purpose of using the network of food blogs as a communication tool that overcomes the traditional linear communication model (top-down) to experiment with a new participatory model and spread to Internet users good practices related to food management.