Title: Need of measuring service quality in hospitality education: a conceptual framework

Authors: Pratik Ghosh; Deepika Jhamb

Addresses: Chitkara Business School, Chitkara University, Punjab, India ' Chitkara Business School, Chitkara University, Punjab, India

Abstract: This paper explores the need of measuring the service quality in hospitality education and proposes the association between service quality, perceived value, satisfaction and behavioural intentions from the perspective of key stakeholders. Expert views were solicited from academicians and industry recruiters. The available literature was also referred and past placement records of IHMs were analysed to support the study. The findings suggest that in a competitive scenario, besides service quality in hospitality education, there is a need to simultaneously measure value and satisfaction leading to behavioural intentions. Accordingly, a framework is conceptualised for the stakeholders by adopting the research model (Cronin et al., 2000). The outcome in the form of behavioural intentions of stakeholders would then provide the direction to IHMs to better utilise their resources towards facilitating improved service quality, enhanced satisfaction or superior value.

Keywords: service quality; customer satisfaction; perceived value; perceived sacrifice; behavioural intentions; hospitality education.

DOI: 10.1504/IJBG.2022.127360

International Journal of Business and Globalisation, 2022 Vol.32 No.2/3, pp.206 - 222

Received: 18 Jul 2019
Accepted: 20 Nov 2019

Published online: 01 Dec 2022 *

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