Attitudes to service quality – the expectation gap

Lesley Douglas (Lesley Douglas is a Lecturer in the School of Hospitality, Tourism and Consumer Studies, University of Ulster at Jordanstown, Whiteabbey, UK.)
Robert Connor (Robert Connor is a Lecturer in the School of Hospitality, Tourism and Consumer Studies, University of Ulster at Jordanstown, Whiteabbey, UK.)

Nutrition & Food Science

ISSN: 0034-6659

Publication date: 1 August 2003

Abstract

In the competitive environment in which hospitality businesses exist, the quality of service is a vital mechanism used to achieve a competitive advantage. Quality is a difficult construct to quantify however the ability to measure quality is key to assessing whether or not the industry provides the service consumers desire. Consumers hold the key to business survival and success. The aim of this study was to investigate how closely consumer expectations of service, and manager and staff perceptions of consumer expectations matched. The SERVQUAL model was used to identify those dimensions of service deemed to be important in assessing service quality. The results show that there is a gap between managers’ perceptions of consumers’ expectations and actual consumers’ expectations. The main implication for the hospitality industry is for managers to develop strategies which will meet consumers’ expectations of service quality.

Keywords

Citation

Douglas, L. and Connor, R. (2003), "Attitudes to service quality – the expectation gap", Nutrition & Food Science, Vol. 33 No. 4, pp. 165-172. https://doi.org/10.1108/00346650310488516

Download as .RIS

Publisher

:

MCB UP Ltd

Copyright © 2003, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.