Targeted and perceived service quality
Purpose: This paper provides an extensive critical literature review aiming to present and discuss models and methods of how the perceived service quality has been and should be studied and handled, with special emphasis on the hospitality sector.
Methods: Through secondary research, the main body of literature on perceived service quality was identified. Articles were initially categorised and clustered in different themes (according to their focus), and subsequently were compared and contrasted in terms of their suggestions and findings, critically highlighting similarities or significant differences.
Results: The main clusters of literature on perceived service quality in the hospitality sector identify, include the following: targeted service quality, delivered service quality, pxpected service quality, perecieved quality, overall service quality, transaction-specific service quality, and attitudinal perception of service quality.Implications: Findings support both academia and industry practitioners, by providing an extensive review of the service quality literature in relation to hospitality industry, by summarizing and critically examining landmark studies that can be used as benchmarks for further research or forindustry practitioners’ daily operations and/or company strategies.
Perceived Service Quality, Servperf, Servqual