What are the fundamental features supporting service quality?

Abstract

Purpose There are many features that have been regarded as having a critical role in supporting service quality. The purpose of this article is to identify those features that are fundamental in supporting service quality. Design/methodology/approach A literature review was conducted covering total quality management (TQM), internal marketing, and the service quality literature, especially the study of service quality gaps. All of these are concerned with the search for service excellence. Findings From a comparative study of these three areas of the literature, it was found that there are seven common features: recruitment and selection, training, teamwork, empowerment, performance appraisals and reward, communication, and culture of the organisation. Each of them is argued to be critical for the management of service quality. Practical limitations/implications Although there are other factors that can influence service quality, the identification of fundamental features provides managers and academics with a valuable framework with which to start in pursuit of service quality across a variety of service businesses. Originality/value Although management of service quality has been regarded as notoriously difficult due to the characteristics of services, by identifying fundamental features supporting service quality, this article provides focal points for the management of service quality.