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

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 practiti...

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Detalles Bibliográficos
Autores: Mendocilla Meregildo, Mario, Miravitlles Matamoros, Paloma, Matute, Jorge
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2026
País:España
Institución:Universidad de Barcelona
Repositorio:Dipòsit Digital de la UB
OAI Identifier:oai:dnet:ubarcelona__::5b42c99d278521c4bbc42be20168e4f7
Acceso en línea:https://hdl.handle.net/2445/228979
Access Level:acceso abierto
Palabra clave:Menjar ràpid
Satisfacció del consumidor
Restauració (Gastronomia)
Fast food restaurants
Consumer satisfaction
Food service
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spelling Unveiling the role of service quality in the quick service restaurant sector: An integrative reviewMendocilla Meregildo, MarioMiravitlles Matamoros, PalomaMatute, JorgeMenjar ràpidSatisfacció del consumidorRestauració (Gastronomia)Fast food restaurantsConsumer satisfactionFood serviceThis 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.Elsevier B.V.2026info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://hdl.handle.net/2445/228979Articles publicats en revistes (Empresa)reponame:Dipòsit Digital de la UBinstname:Universidad de BarcelonaInglésReproducció del document publicat a: https://doi.org/10.1016/j.ijhm.2025.104367International Journal of Hospitality Management, 2026, num.132https://doi.org/10.1016/j.ijhm.2025.104367cc-by-nc (c) Mendocilla Meregildo et al., 2026http://creativecommons.org/licenses/by-nc/4.0/info:eu-repo/semantics/openAccessoai:dnet:ubarcelona__::5b42c99d278521c4bbc42be20168e4f72026-05-27T06:46:51Z
dc.title.none.fl_str_mv Unveiling the role of service quality in the quick service restaurant sector: An integrative review
title Unveiling the role of service quality in the quick service restaurant sector: An integrative review
spellingShingle Unveiling the role of service quality in the quick service restaurant sector: An integrative review
Mendocilla Meregildo, Mario
Menjar ràpid
Satisfacció del consumidor
Restauració (Gastronomia)
Fast food restaurants
Consumer satisfaction
Food service
title_short Unveiling the role of service quality in the quick service restaurant sector: An integrative review
title_full Unveiling the role of service quality in the quick service restaurant sector: An integrative review
title_fullStr Unveiling the role of service quality in the quick service restaurant sector: An integrative review
title_full_unstemmed Unveiling the role of service quality in the quick service restaurant sector: An integrative review
title_sort Unveiling the role of service quality in the quick service restaurant sector: An integrative review
dc.creator.none.fl_str_mv Mendocilla Meregildo, Mario
Miravitlles Matamoros, Paloma
Matute, Jorge
author Mendocilla Meregildo, Mario
author_facet Mendocilla Meregildo, Mario
Miravitlles Matamoros, Paloma
Matute, Jorge
author_role author
author2 Miravitlles Matamoros, Paloma
Matute, Jorge
author2_role author
author
dc.subject.none.fl_str_mv Menjar ràpid
Satisfacció del consumidor
Restauració (Gastronomia)
Fast food restaurants
Consumer satisfaction
Food service
topic Menjar ràpid
Satisfacció del consumidor
Restauració (Gastronomia)
Fast food restaurants
Consumer satisfaction
Food service
description 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.
publishDate 2026
dc.date.none.fl_str_mv 2026
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/2445/228979
url https://hdl.handle.net/2445/228979
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Reproducció del document publicat a: https://doi.org/10.1016/j.ijhm.2025.104367
International Journal of Hospitality Management, 2026, num.132
https://doi.org/10.1016/j.ijhm.2025.104367
dc.rights.none.fl_str_mv cc-by-nc (c) Mendocilla Meregildo et al., 2026
http://creativecommons.org/licenses/by-nc/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv cc-by-nc (c) Mendocilla Meregildo et al., 2026
http://creativecommons.org/licenses/by-nc/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Elsevier B.V.
publisher.none.fl_str_mv Elsevier B.V.
dc.source.none.fl_str_mv Articles publicats en revistes (Empresa)
reponame:Dipòsit Digital de la UB
instname:Universidad de Barcelona
instname_str Universidad de Barcelona
reponame_str Dipòsit Digital de la UB
collection Dipòsit Digital de la UB
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,812429

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