Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
AbstractSERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this paper intends to discuss the applicability of SERVQUAL to restaurant services and to analyze the inclusion of customer expectations in such environment. The research was developed in a Portuguese resort and more than 300 customers, from two different restaurants, were invited to participate in the study.
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Bibliographic InfoArticle provided by Universidade Nova de Lisboa, IET/CESNOVA-Research on Enterprise and Work Innovation, Faculty of Science and Technology in its journal Enterprise and Work Innovation Studies.
Volume (Year): 2 (2006)
Issue (Month): 2 (November)
service quality; restaurants;
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