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Applying servant leadership theory, this study aims to investigate whether servant leadership predicts service excellence of bank employees through mediating role of psychological capital (PsyCap). It also tests buffering role of conscientiousness in boosting service excellence.

The study uses data collected from 224 bank employees. SPSS and jamovi statistics were used for data analysis.

Study findings suggest a significant relationship between servant leadership, service excellence and PsyCap. PsyCap emerged as a mediator, and conscientiousness moderated the nexus between servant leadership and service excellence.

Findings highlight important implications for organisational practitioners. Because servant leadership leads to service excellence, practitioners should consider adopting servant leadership at every organizational level. Further, servant leaders could enhance followers’ PsyCap for creating service excellence. Organisations should use customized training programs and development interventions to enhance service excellence.

This study is one of the few studies to investigate the mediating role of PsyCap as a personal resource and buffering role of conscientiousness for service sector employees. Study generates new insights on employee experiences working in service sectors.

As customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. The aim of this paper is to focus on expanding and extending what companies can do to achieve service excellence by comparing and evaluating three popular approaches to excellence.

The authors compare three of the most commonly used excellence models, Johnston's conceptualisation of service excellence, the EFQM Model as a representative of national quality award models and the Kano model, and their respective applicability and specific perspective on service excellence. The evaluation is based on theoretical arguments, criteria and on a qualitative expert study.

Combining the selected models provides a comprehensive approach to service excellence. Since all models are compatible and complementary with each other, the analysis provides an enhanced understanding of service excellence and also explains in which context it is most feasible to apply any of the respective approaches. Furthermore, the requirement for a genuine service excellence model becomes evident.

By focusing on three specific excellence models, others such as the Canadian Quality Award and the Australian Quality Award are not considered. Furthermore, a study across industries could reveal how service excellence is achieved in each industry to then transfer this knowledge into other sectors.

By comparing the selected models, benefits of merging the individual approaches are identified. The resulting combined perspectives offered by the individual models present a more detailed insight into what management can undertake to ensure service excellence.

As no prior research has examined the relationship between the selected excellence models and their implications for providing service excellence, this present research offers an innovative approach and thus yields new insights into the conceptualisation of service excellence.

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.

Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.

The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.

Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.

This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

The aim of this study is to develop a framework for measuring of service supply chain (SSC) maturity process.

The main framework of the SSC maturity was developed by reviewing the concepts and models of SSC, business excellence, maturity and supply chain performance evaluation. Then, the maturity level of each excellence criterion was defined in the proposed model by using the excellence criteria for SSC and the concept of Plan, Do, Check and Act (PDCA) cycle in combination with the process survey tools maturity model. Based on the excellence criteria and their maturity levels, a questionnaire was designed to practically measure the proposed framework.

The concepts and features of maturity levels defined for each of the excellence criteria were used to implement and operationalize the proposed framework and evaluate the SSC processes.

Through the assessment of the existing status of SSC processes, the findings allow managers to reach a better understanding of the strengths and weaknesses of such processes. Then, some opportunities are provided for improving each excellence criterion to enhance the performance of each process.

In fact, this study provides guidelines for organizations to measure their progress and performance and improve their management systems. The main advantages of the proposed SSC measurement framework include self-assessment facilitation, calculation of criteria scores and development of uses. The proposed model, like quality and productivity awards, can pave the way for increased competitiveness of the service industry.

This study investigates service excellence and hospitality perceptions in a hospital setting for an exploratory study of the familiarity of hospital administration with the topic of hospitality and service excellence. It is unique from other hospitality and service research in that it considers hospitality and service excellence as separate concepts, and specifically considers hospitality, such as service excellence, as a philosophy that may be transcend its traditional industries of origin. Part of the premise of this study explores how hospitality in a healthcare setting extends past service excellence in offering a service to a patient to create a comfortable and welcoming environment to combat patient anxiety and stress. This exploratory research provides a necessary foundation for more extensive empirical testing of the premise.

Using a qualitative case study, this research measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. Three conclusions were revealed: (1) a mixed commitment by top management to concepts of service excellence and hospitality, (2) the terms “service excellence” and “hospitality” were generally discussed as though they were equivalent, and (3) significant external and internal barriers to the delivery of service excellence and hospitality in the hospital setting were identified.

The study has implications for healthcare organizations seeking to implement practices of hospitality and service management to improve overall healthcare service delivery. Additionally, the study of hospitality outside of its traditional industry boundaries may result in the generation of new improvement options/opportunities for traditional managers of hospitality businesses and organizational researchers. The study can be used as a foundation for the formulation of additional studies in the area of service excellence and hospitality applied to other layers in an organization irrespective of industry setting.

The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a customer ' s perspective. The model presented in this paper is rooted in cross-disciplinary literature and tested amongst customers of UK retail banking services.

Following a systematic approach to scale development, the paper draws on survey data from 260 consumers of retail banking products, with the data collected on national basis in the UK.

The theoretical framework was evaluated using a structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation the least, as far as customers are concerned.

The research was limited to one research domain, i.e. UK retail banking, and thus it is reasonable to hypothesise that other aspects of service excellence will be more or less relevant for other types of financial services or in other geographic regions.

Given the challenges faced by the retail banking sector, there are implications for practitioners because the authors identified the key antecedents of service excellence. The antecedents can be used by practitioners to help demonstrate excellence on their part and they could differentiate what are homogenous services at a time when the retail banks are going through a period of recovery following the crisis within the sector.

This work complements the understanding of service excellence and provides insight for scholars and practitioners by modelling services for a specific service sector.

This paper seeks to describe how the National University of Singapore (NUS) Libraries deploys the NUS Service Class (NUSSC) framework to continually improve processes and to design adaptive services for library users at the NUS. The NUSSC framework assesses approach, deployment, review and refinement of interlinking categories with the objective of producing impactful results.

NUS Libraries has been scaling the peaks of service excellence to delight their library users for several years. In 2007, NUS Libraries adopted the NUSSC framework, which is modelled after the Singapore Service Class (S‐Class), a certification for the business excellence niche standard for service based on the Business Excellence framework. The NUSSC framework which was introduced by the Office of Quality Management (OQM) at NUS allows the use of self‐assessment on how processes and services are approached, deployed and reviewed through cycles of improvement. In addition to self‐assessment, external assessors engaged by the OQM review the application report, conduct site visits and interviews in search of evidence of service excellence.

From the results achieved, the importance of having a strong visionary leadership, innovative staff, holistic and systematic planning, a robust information management system as well as good customer relationship can be understood. Understanding users' requirements enabled the provision of new touch points and the development of services and resources which are targeted and highly relevant to staff and students. User trust was built by targeting programmes at specific groups for greater impact. By segmenting users, NUS Libraries was able to customize programmes that suit their information needs. From the journey towards the pinnacle of excellence and success, NUS Libraries learned that cascading the strategic plans and aligning library staff members' objectives with their teams, departments, special libraries and NUS Libraries, will ensure continual improvement to processes and services.

It is important that all aspects of services and processes are examined regularly to address gaps. Gathering, analysing and applying the right information at every cycle of improvement is extremely critical. NUS Libraries are exploring the development of an information intelligence system that will capture information from various sources. With a robust information management system, NUS Libraries will also be able to push and pull information to empower staff to deliver information just in time. Although NUS Libraries was awarded Recognition for Service Excellence in 2007 and the highest award, Outstanding for Service Excellence in 2010, it will continue to scale new heights for service excellence.

The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three dimensional (3D) model for excellence-performance analysis, which can aid managers in formalizing the strategies for building perceptions of excellence about the service.

The positive zone of performance is analyzed through a two-function modeling technique of ordinal logistic regression (OLR) with the non-proportional odds to categorize attributes on grid. Tool is applied to two case studies to validate and establish the asymmetric impact of attributes on perceptions of “good service” and “excellent service.”

Similar to the Kano model for impact of attributes on positive and negative performances, findings from cases confirm the asymmetric impact of attributes on the positive zone of performance and establish “Excellence Grid” as a means to categorize attributes as drivers of excellence.

The “Excellence Grid” tool is expected to empower managers to focus on strategies directed toward the goal of “service excellence” and recommends that managers should not only strive for process improvement, but also sharpen the external communication of service excellence.

The “Excellence Grid” and the “3D Excellence-Performance model,” proposed in this research, are expected to enrich the body of knowledge on operational tools to achieve service excellence. Using parameter estimates of the two-function model of OLR for service quality has not yet been reported in open literature.

This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale).

The survey research involved qualitative and quantitative approaches in the scale development process. The structured questionnaire was carefully designed after literature review and focus groups discussions. The respondents were employees from the public and private hospitals in Malaysia. A total of 1,558 usable questionnaires were used for the quantitative analysis. The HospiSE scale was empirically tested for reliability and validity through exploratory and confirmatory factor analyses.

This measurement-oriented research had identified three dimensions of service excellence culture for hospitals, namely: employee orientation, patient orientation and competitor orientation. The multi-dimensional measure consists of 21 items.

Longitudinal research is required to provide evidence of the causal effects of HospiSE on employee satisfaction and loyalty. The HospiSE scale also requires further verification and refinement.

The parsimonious scale can serve as a strategic and practical measure to evaluate and manage service excellence culture at hospitals. Reliable and valid information can be obtained for fast and cost-effective diagnosis of the service culture for continuous improvement.

The new scale is expected to be an important diagnostic to understand and measure service excellence culture at hospitals. The patients and society at large will benefit from the improved hospital service management.

The multi-item measurement tool is new and it can provide insights into service management, resource allocation and human resource management for excellent hospital service. The measurement development process is contextualized for the hospital services.

The aim of this paper is the identification of the impacts that innovation and service excellence have upon organisational reputation within public sector organisations in Jordan.

An approach was adopted that was quantitative with a questionnaire designed that was to be self-administrated for the primary data collection. In total, there was distribution of 600 questionnaires from which 556 were retrieved with a high rate of response (92.7%).

Through analysis of the data, several findings were revealed by the study, including that innovation was the factor with the most influence (beta = 0.81) upon organisational reputation within the public sector in Jordan compared to the factor for service excellence (beta = 0.54).

The research has several potential implications for theory and management for those making decisions and policies within public administration such as in relation to enhancement of innovation strategy application for improving the reputations of organisations within the public sector. Furthermore, the paper fills a gap within the theory of organisational reputation and within the literature generally, especially in the context of public administration.

In regard to value and originality of this paper, it can be considered the first of its type for the public sector in Jordan, and perhaps the Arab region as a whole, that has examined the impacts that innovation and service excellence have upon organisational reputation within the context of public administration.