The notion of LSQ has been studied from two different perspectives: objective and
subjective quality. The first approach relates quality with adapting the service
to service provider defined specifications (Crosby, 1991). This industrial view of service
sees quality as an accurate evaluation of all the stages and operations necessary to
deliver the service, likening the process to that of manufacturing a product by
considering the service as a physical object which can be observed and with attributes
that can be evaluated (Garvin, 1984). The second approach transfers evaluation of
quality to the customer, that is subjective quality. From this perspective, service
quality is “a global judgment or attitude, concerning the superior nature of the service”
(Parasuraman et al., 1988, p. 16).