Service quality measures: systematic literature review and future research directions
by Ram Komal Prasad; Sanjeev Verma
International Journal of Management Practice (IJMP), Vol. 15, No. 1, 2022

Abstract: The present study comprehensively reviews the service quality models available in the extant literature and provides an integrated view of service quality to future researchers. PRISMA review framework guided the review methodology. Thematic analysis and content analysis formed the basis for dissecting deeper insights. Findings suggest that service quality models revolve around customer centricity and aim to achieve customer satisfaction. Sector-specific service quality measures focused on domain-specific customer needs and instrumentalised tools for exceeding customer expectations. Theoretical and practical implications with future research directions are offered to guide future studies.

Online publication date: Fri, 24-Dec-2021

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