Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort

Detalhes bibliográficos
Autor(a) principal: Patrício, Vera
Data de Publicação: 2006
Outros Autores: Leal, Rogério P., Pereira, Zulema L.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/1726
Resumo: SERVQUAL 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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spelling Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resortservice qualityrestaurantSERVQUAL 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.IETRUNPatrício, VeraLeal, Rogério P.Pereira, Zulema L.2008-10-30T09:38:09Z2006-112006-11-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10362/1726engPatrício, V.; Leal, R.P.; Pereira, Z.L. (2006), "Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort", Enterprise and Work Innovation Studies, 2, IET, pp. 127-1361646-1223info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:31:45Zoai:run.unl.pt:10362/1726Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:14:49.494780Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
title Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
spellingShingle Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
Patrício, Vera
service quality
restaurant
title_short Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
title_full Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
title_fullStr Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
title_full_unstemmed Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
title_sort Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
author Patrício, Vera
author_facet Patrício, Vera
Leal, Rogério P.
Pereira, Zulema L.
author_role author
author2 Leal, Rogério P.
Pereira, Zulema L.
author2_role author
author
dc.contributor.none.fl_str_mv RUN
dc.contributor.author.fl_str_mv Patrício, Vera
Leal, Rogério P.
Pereira, Zulema L.
dc.subject.por.fl_str_mv service quality
restaurant
topic service quality
restaurant
description SERVQUAL 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.
publishDate 2006
dc.date.none.fl_str_mv 2006-11
2006-11-01T00:00:00Z
2008-10-30T09:38:09Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/1726
url http://hdl.handle.net/10362/1726
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Patrício, V.; Leal, R.P.; Pereira, Z.L. (2006), "Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort", Enterprise and Work Innovation Studies, 2, IET, pp. 127-136
1646-1223
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv IET
publisher.none.fl_str_mv IET
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repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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