Unveiling the role of service quality in the quick service restaurant sector: An integrative review

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-07-08 DOI:10.1016/j.ijhm.2025.104367

Mario Mendocilla , Paloma Miravitlles , Jorge Matute

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Abstract

This study methodically examines the extant literature on service quality assessment in the Quick-Service Restaurant (QSR) sector to gain a deeper understanding of its role in this particular sector and to identify consistent criteria for its future assessment and management by scholars and practitioners. An integrative review method is used to synthesize the literature from 1990 to 2024 and offer fresh insights and perspectives through critical analysis. A total of 108 studies assessing perceptions of service quality have been identified, of which nine identify factors that drive service quality, 69 assess the effects of service quality on various attitudinal and behavioral responses of customers, and only ten assess moderating effects on the relationships between service quality and various customer responses. However, this review reveals that only one study has evaluated items related to self-ordering technologies when measuring perceived service quality. The primary contribution is the presentation of a conceptual landscape of service quality in the QSR context, along with recommended guidelines for assessing service quality. Additionally, ten avenues for future research are proposed.

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揭示服务质量在快餐业中的作用：一项综合评价

本研究系统地研究了现有的关于快餐店（QSR）服务质量评估的文献，以更深入地了解其在这一特定行业中的作用，并为学者和从业人员未来的评估和管理确定一致的标准。采用综合回顾的方法对1990年至2024年的文献进行综合，并通过批判性分析提供新的见解和视角。总共有108项研究评估了服务质量的感知，其中9项研究确定了驱动服务质量的因素，69项研究评估了服务质量对顾客各种态度和行为反应的影响，只有10项研究评估了服务质量与各种顾客反应之间关系的调节作用。然而，本综述显示，在测量感知服务质量时，只有一项研究评估了与自助订购技术相关的项目。本文的主要贡献是提出了QSR上下文中服务质量的概念图景，以及评估服务质量的建议指南。最后，提出了今后的研究方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.