...Chrysi Alexiadou†; Nikolaos Stylos†; Andreas Andronikidis†; Victoria Bellou†; Chris A. Vassiliadis† Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line...

... will cause dissatisfaction, but when delivered above a certain threshold, will enhance customer’s perceptions of service and lead to satisfaction. This idea is similar to research put forward by Cadotte and Turgeon[ 32 ], who investigated the key factors in guest satisfaction in the hotel industry, focusing...