Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/17992
Title: Managing both outcome and process quality is critical to quality of hotel service
Authors: Luk, STK
Layton, R
Keywords: Importance of outcome components
Quality dimensions
Service quality
SERVQUAL versus SERVPERF
Issue Date: 2004
Publisher: Routledge, Taylor & Francis Group
Source: Total quality management & business excellence, 2004, v. 15, no. 3, p. 259-278 How to cite?
Journal: Total quality management & business excellence 
Abstract: Using room service for investigation, this empirical study demonstrates that, additional to the five quality dimensions identified in the original SERVQUAL study, core outcome components constitute a distinct quality dimension crucial for assessment of overall service quality. Effective quality management in the service sector hinges on the management of both outcome and process elements. The results reveal that the relative importance of the individual quality dimension to total service quality should vary from service to service. The findings also support that performance scores outperform gap scores in terms of the reliable measurement of service quality.
URI: http://hdl.handle.net/10397/17992
ISSN: 1478-3363
EISSN: 1478-3371
DOI: 10.1080/1478336042000183415
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