| dc.description.abstract | This was a study on unified services theory as a framework for perceived service
quality in the hospitality sector in Nairobi County. Collected data was analyzed using
descriptive analysis. Correlation of the data revealed that unified services theory acts
as a framework for perceived service quality in the hospitality sector in the sense that
customer supplied inputs including labour, and quality control method adopted
influence quality of service delivered in this sector. Further, regression analysis
revealed that customer supplied inputs and labour, moderated by quality control
method adopted had an insignificant influence on perceived service quality. This
implies that any effect arising from these two concepts would be due to their
interaction during the service process operations | en_US |
