leadership and motivation in hospitality

is possible that individual respondents ‘never’ experience the service failure
situation and, accordingly, a no response option was included. This was
anticipated to have the effect of reducing the number of usable responses for this
factor (and this was borne out in the completed data set). No preferable
alternative system was arrived at, however.

Construct name Service Quality (SQ)

Definition Employee ability to maintain satisfieadverse service conditions d customers in the face of

Understanding of
concept

More frequent maintenance of customer satisfaction indicates

higher levels of service quality

Inclusion
rationale

Service quality is a as a core positive organisational outcome

for hospitality organisations

Scale source/s After Bitner et al. (1990, 1994)

Scale semantic Frequency
In your current job, how often are you able to deal
with each of the following situations while keeping
your customer/s satisfied?

Leave blank (i.e. don’t tick any box) any situations that
never actually happen to you

Frequency

Never Always

SQ1

A customer’s meal doesn’t arrive with those of

the rest of their group 1 2 3 4 5

SQ2 Service is slow^1 2 3 4 5

SQ3

A customer’s meal is cold or not properly

cooked 1 2 3 4 5

SQ4

A customer has special needs (e.g. diet,

language, physical) 1 2 3 4 5

SQ5

A customer makes a large number of special

requests 1 2 3 4 5

SQ6

A customer mistake (e.g. missed reservation,

incorrect order) creates a difficult

service atmosphere/climate/mood

1 2 3 4 5

SQ7

A customer or customers become disruptive

(being loud / drunk / abusive) 1 2 3 4 5

Figure 5-13 The Service Quality construct