A Review of Theoretical Debates on the Measurement of Service Quality: Implications for Hospitality Research

Abstract

The complexity of the factors defining service quality has led to the development of multidimensional models, which are divided into two schools of thought: the North American and the Nordic European. The aim of this article is twofold. First, it reviews some of the key is - sues raised in relation to the theoretical formations of these two schools of thought. Second, it outlines further research areas in the hospitality industry.

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