Date of Conferral

10-26-2026

Date of Award

October 2026

Degree

Doctor of Business Administration (D.B.A.)

School

Management

Advisor

Bruce Requa

Abstract

Wellness resort leaders are concerned that a lack of effective strategies to identify and implement new wellness services can negatively affect organizational profitability and long-term business sustainability. Grounded in the Baldrige excellence framework and Burns’ transformational leadership theory, the purpose of this qualitative single case study was to explore strategies some senior leaders used to implement new wellness services while maintaining profitability and operational sustainability. The participants were four senior leaders of a Caribbean wellness resort. Data were collected through semistructured interviews and reviews of organizational and publicly available documents. Through thematic analysis, four primary themes were identified: (a) service evaluation and customer feedback processes, (b) workforce development and cross-functional training, (c) leadership communication, and (d) performance monitoring and standardized service-development practices. A key recommendation for senior leaders is to increase standardization of service-development practices to maintain profitability and operational sustainability. The implications for positive social change include the potential for senior leaders to support employee development, enhance guest wellbeing, strengthen organizational sustainability, and contribute to the economic vitality of communities served by wellness resorts.

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