Concepedia

Service Quality Gaps

Service Quality Gaps is a theoretical construct in hospitality and service management that identifies the discrepancies between customer expectations and perceptions across five critical dimensions—namely, the gap between expected and perceived service, stemming from failures in management understanding, service design, delivery, communication, and customer perception.

1.2K

Publications

73.3K

Citations

3.2K

Authors

1.3K

Institutions

Publications per year

2017–2026

331

Variants

Servqual Gaps

Parents

Publications

1.2K

Communication and Control Processes in the Delivery of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1988 · 1.7K citations

, , +15

A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study

Pratibha A. Dabholkar, C. David Shepherd, Dayle I. Thorpe · Journal of Retailing · 2000 · 1.4K citations

, , +16

Service, Quality & Satisfaction

Fandy Tjiptono, Gregorius Chandra · 2011 · 1.3K citations

, , +17

Service quality, customer satisfaction, and customer value: A holistic perspective

Haemoon Oh · International Journal of Hospitality Management · 1999 · 1.1K citations

, , +17

Overcoming the Service Paradox in Manufacturing Companies

Heiko Gebauer, Elgar Fleisch, Thomas Friedli · European Management Journal · 2005 · 989 citations

, , +14

1–5 of 1.2K

Authors

3.2K

  1. AS
    Arash Shahin

    University of Isfahan, Iran

    9 publications · 484 citations

    9

    h-index

  2. MK
    Mukesh Kumar

    Pontificia Universidad Católica del Perú, Peru

    6 publications · 881 citations

    6

    h-index

  3. MT
    Ming-Chun Tsai

    Chung Hua University, Taiwan

    5 publications · 190 citations

    5

    h-index

  4. LP
    Leyland Pitt

    Simon Fraser University, Canada

    5 publications · 202 citations

    5

    h-index

  5. PF
    Perry Forsythe

    University of Technology Sydney, Australia

    4 publications · 152 citations

    4

    h-index

1–5 of 3.2K

Institutions

1.3K

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    13 h-index

    31 publications

    3.2K citations

  2. The University of Queensland

    Brisbane, Australia

    10 h-index

    15 publications

    630 citations

  3. Monash University

    Melbourne, Australia

    10 h-index

    13 publications

    559 citations

  4. University of Manchester

    Manchester, United Kingdom

    10 h-index

    32 publications

    1.7K citations

  5. Johns Hopkins University

    Baltimore, United States

    9 h-index

    25 publications

    1.1K citations

  6. University of Isfahan

    Isfahan, Iran

    9 h-index

    19 publications

    658 citations

  7. Chung Hua University

    Hsinchu, Taiwan

    9 h-index

    22 publications

    1K citations

  8. Curtin University

    Perth, Australia

    8 h-index

    13 publications

    1K citations

1–8 of 1.3K

Venues

  1. Managing Service Quality

    MSQ · 23 publications · 1.9K citations

    21

    h-index

  2. International Journal of Hospitality Management

    22 publications · 3.5K citations

    19

    h-index

  3. Journal of Services Marketing

    18 publications · 2.3K citations

    18

    h-index

  4. 16

    h-index

  5. 15

    h-index

1–5