DINESERV and restaurant service quality: Trends and insights from a systematic review

The goal of this study is to execute a detailed systematic literature review to understand specific details of the ‘DINESERV’, a scale to assess restaurant service quality. Introduced in 1995, the research applying DINESERV has progressed gradually. Using the PRISMA protocol, this study reviews 30 articles published over nearly three decades. This study also applies the Antecedents-Decisions-Outcome (ADO) and Theory-Context-Methodology (TCM) frameworks to deliver a more holistic understanding of this scale. Theoretically, this study organizes fragmented literature using the ADO and TCM, offering a clearer research structure for future studies. Practically, it guides managers to identify key factors of service that improve the overall dining experience. By translating theory into managerial actions, this study enriches the existing literature. The study explains the role of digital tools in providing personalized service, along with the importance of cultural skills and brand management. It also recognizes the role of key stakeholders, including frontline employees, suppliers, delivery partners, and regulators, in service delivery. For restaurant managers, the review highlights key service priorities and presents the Plan-Do-Check-Act (PDCA) cycle as a practical roadmap for translating DINESERV findings into managerial action.