ENGLISH NEEDS IN SPA AND MASSAGE SHOPS: PERSPECTIVES OF CUSTOMERS, THERAPISTS, AND RECEPTIONISTS

Abstract

Thailand is one of the most popular tourist destinations in the world. One of the key
reasons lies in its notable health and hospitality services. Thailand’s spa and massage industry
has seen a steady growth in recent years, inspiring spa and massage employees to improve their
English ability for higher quality massage and spa services. This study aims to examine the
needs of English for spa and massage therapists, receptionists as well as customers in spa and
massage shops. Results reveal that that some of the most needed English language functions
include asking customers about pain, asking customers to change their posture and greeting
customers, respectively. Customers need information concerning pain and massage programs.
Interestingly, while the spa and massage employees believed that taking in other topics was
not important, the customers had different views, but customers reported that they were more
concerned about the quality of the massage services than the massage therapists’ English skills.
Regardless, customers believed that receiving services from massage therapists with English
skills would make their experiences more pleasant. Since the findings of the study were from
both spa and massage therapists and foreign customers, the findings from this study was able
to better inform program and material developers as well teachers and students about English
language functions needed in spa and massage shops.