Exploring service quality model from the perspective of sensory perception. (3rd October 2021)

• Record Type: Journal Article
• Authors: Yang, Jing; Jin, Xiang; Le, Wei; Sheng, Fei
• Is Part Of: Total quality management & business excellence. Volume 32:Number 13/14(2021)
• Page Start: 1548
• Page End: 1568
• Publication Date: 2021-10-03
• Subjects: service quality -- sensory perception -- service characteristics -- industry evidence; Total quality management -- Periodicals; Quality control -- Periodicals; Quality assurance -- Periodicals; Production management -- Quality control -- Periodicals; 658.401305
• DOI: 10.1080/14783363.2020.1747425
• Languages: English
• ISSNs: 1478-3363

Abstract

Abstract : This study employed CiteSpace to analyse service quality literature to determine its research fields, development context, and hotspots to assess the trending of literature and the development of perceived service quality research. To address the problem of lacking perceptual channel research, this study selected sensory tools to achieve perception, directly considering how customers perceive service quality, and used service quality dimensions and service interaction objects together to construct a sensory perception service quality model (SPSERVQUAL) comprising three dimensions and 45 contact units innovatively. An extensive survey of six service industries was conducted to identify measurement terms, which were optimised by using AMOS, and ten service characteristics were extracted.