This paper reports a study carried out in the Swedish SPA-industry. The purpose has been twofold. The first purpose was to explore quality dimensions for SPA-hotel staff. The second purpose was to investigate the usability of the quality café method for quality development. Thus, the second purpose is methodological to its nature.

Methodology/ApproachThe quality café is a novel method which is based on the world café method combined with quality management tools. Seven quality cafés were carried out at seven different SPA-hotels. The participants were employees from different departments of the hotels. The results are related to a theoretical framework based on organisational learning theory.

FindingsThe quality café method is found to be a useful tool for gaining in-depth knowledge pertaining to quality management. Moreover, quality dimensions for SPA-staff  have been defined as clearness, security, participation and meaningfulness. Based on the dimensions questionnaires have been developed.

Research Limitation/implicationOne important implication is that the quality café has been found to be a usable method for quality development. This constitutes a methodological addition to the array of tools used for research as well as for practice of quality management. Furthermore, the dimensions defined provide further understanding into the meaning of quality in the SPA-industry. A limitation is that the study was only performed in one industry and in one country. Further research is consequently needed for assessing the generalizability of the findings.

Originality/ValueAlthough the SPA-industry is expanding in most parts of the world little research has been carried out regarding quality in this sector. The quality café is an original and novel method which has proved its usefulness in the current study.