Peiró, José M.; Martínez-Tur, Vicente; Ramos, José - In: The Service Industries Journal 25 (2005) 6, pp. 773-788
This study extends previous research on gap analysis of service quality by including not only functional service quality but also relational benefits. To this end, a field study was carried out in 36 hotels and 35 restaurants. The samples consisted of 213 employees and 657 customers. A...
