Leadership Quality and Service Performance: Its Impact on Business Sustainability

Abstract

The existence of very busy peak periods is a problem in itself for service marketing. Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. During peak periods, it is possible that the services provided by producers are very minimal, for example speeding up service times in order to serve as many customers as possible. Quality not only emphasizes aspects of the final result, namely products and services, but also concerns human quality, process quality and environmental quality.