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Employees' overestimation of functional and relational service quality: A gap analysis

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  • José M. Peiró
  • Vicente Martínez-Tur
  • José Ramos

Abstract

This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A questionnaire format was used to measure both functional and relational service quality, as well as customers' loyalty. When comparing employee and customer perceptions, gaps potentially range from ‘overestimation’ (employees' perceptions are greater than customers' perceptions) to ‘underestimation’ (customers' perceptions are greater than employees' perceptions). In general, the results indicated that the employees surveyed overestimated the service quality they offer to customers, although gaps were greater for certain service attributes than for others. In addition, some gaps were more related to customer loyalty than others. The findings also showed that employees' overestimation of relational benefits plays a moderating role, increasing the negative relationship between employees' overestimation of functional service quality and customers' loyalty. The theoretical and managerial implications of the results are discussed further in this paper.

Suggested Citation

  • José M. Peiró & Vicente Martínez-Tur & José Ramos, 2005. "Employees' overestimation of functional and relational service quality: A gap analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 773-788, September.
    • Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:773-788
    DOI: 10.1080/02642060500103324
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    References listed on IDEAS

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    1. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    2. S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
    3. Havlena, William J & Holbrook, Morris B, 1986. "The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(3), pages 394-404, December.
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    Cited by:

    1. Oosterhuis, Marian & Molleman, Eric & van der Vaart, Taco, 2013. "Differences in buyers’ and suppliers’ perceptions of supply chain attributes," International Journal of Production Economics, Elsevier, vol. 142(1), pages 158-171.
    2. Show-Hui S Huang & Wen-Kai K Hsu, 2016. "A knowledge gap model for improving service quality of international distribution centers," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 476-495, December.
    3. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.

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