Measuring service quality: a systematic review of literature

“…Accordingly, service quality was conceptualized on the basis of the complex customers' lived experiences, moving beyond such static dimensions as responsiveness and reliability [76]. Furthermore, service quality was defined on the basis of consumption experiences involving various types of emotions and was considered the overall evaluation of a service provider [77]. Although service quality has been a popular research variable, the concept of service quality is still interpreted in multiple ways [78][79][80].…”

Section: Service Qualitymentioning

confidence: 99%

Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement

Wang

Tseng

2019

Sustainability

View full text Add to dashboard Cite

This paper aims to investigate the mediating role of work engagement for the effects of deep acting, S, and self-efficacy on service quality under the conservation of resources (COR) theory and the job demands–resources (JD-R) model. Questionnaires were rigorously distributed by stratified random sampling. Data were collected from hospitality frontline employees (HFLEs) of hotels and restaurants in Taiwan during a period of two months. Structural equation modeling analyses were conducted to assess the data. Empirical results demonstrated work engagement is a significant mediator, enriching the antecedents and consequences of work engagement in hospitality literature. The findings suggest hospitality practitioners should consider a high-performance work system (HPWS) as an employee management tactic to implement sustainable human resource management (HRM). This practice can augment hospitality frontline employees’ willingness to stay in organizations in the long term and to maintain a satisfying service quality.

show abstract

“…For example, Parasuraman, Berry, and Zeithaml (1991) proposed the SERVQUAL model, which has been widely used to measure service quality. SERVQUAL has five dimensions: reliability, assurance, responsiveness, empathy and tangibles (Akbaba, 2006;Roy, Lassar, Ganguli, Nguyen & Yu, 2015;Leisen Pollack, 2009). It is stated that a pleasant service environment positively influences guests' expectations and satisfaction (Kandampully, Juwaheer, & Hu, 2011;Rauch, Collins, Nale, & Barr, 2015).…”

Section: Measuring Service Qualitymentioning

confidence: 99%

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

Okumuş¹

2019

JoT

View full text Add to dashboard Cite

This paper aims to examine how frontline employees in individualistic cultures such as the United States can better understand and respond to the complaining behaviors of restaurant consumers from collective cultures such as those from Asian countries. Previous studies suggest that customers from collectivist cultures often prefer not to complain directly and openly about service failures. They may offer indirect hints and information to their families and friends about their experiences. It is possible that frontline employees from individualistic cultures may not fully understand the complaining behaviors of restaurant customers from collectivist cultures. This may result in loss of business, customers' disloyalty and negative publicity about the business. Based on a review of previous research studies in this area, this study offers specific recommendations for practice and future research.

show abstract

Measuring service quality: a systematic review of literature

Cited by 24 publications

References 0 publications

Reflections on systematic reviews: moving golden standards?

Reflections on systematic reviews: moving golden standards?

Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

Contact Info

Product

Resources

About