Gr？nroos Service Quality Model: An Evaluation Over Hospitality Literature

The aim of this study is to evaluate the Gr？nroos service quality model within the scope of hospitality management literature. In this context, technical, functional and image related studies, which are dimensions of the Gr？nroos service quality model, are examined. In the research, The Grounded Theory was used. The results of the evaluations made on the literature and Grounded Theory analysis are divided into two categories. These categories are the role of standardization and the importance of interaction. As a result of the evaluations within these two categories, standardization of service quality improves the performance of businesses and provides a favorable image to the businesses; it is determined that the interaction with attitude of employee and the physical properties are important in customers’ perceptions of quality. It has been suggested that the Gr？nroos service quality model can be used by researchers due to its holistic view of the quality of service