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Please use this identifier to cite or link to this item: http://hdl.handle.net/10362/1726

Título: Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort
Autor: Patrício, Vera
Leal, Rogério P.
Pereira, Zulema L.
Palavras-chave: service quality
restaurant
Issue Date: Nov-2006
Editora: IET
Citação: 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
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.
URI: http://hdl.handle.net/10362/1726
ISSN: 1646-1223
Appears in Collections:FCT: IET - Enterprise and Work Innovation Studies

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