Excellent service is essential to customer satisfaction and delight. Researchers have noted that customers consider certain services unnecessary or redundant. However, a scale for service redundancy has not been developed. The purpose of this study was to establish a service redundancy scale for the hospitality industry. Focus groups and content analysis were conducted to identify preliminary scale items. To purify the scale, two surveys were completed by 622 restaurant customers and 651 hotel customers. The scale comprised 3 dimensions (i.e., service behaviors, service regulations, and service environments) and 22 items. The results revealed that service redundancy affected hotel image, reduced perceived service quality, and prompted customer switching behavior. This scale can help researchers investigate the associations between service redundancy and various variables and serve as reference for hospitality managers during service implementation and human resource management.

卓越的服务对于客户的满意和愉悦至关重要。研究人员注意到，客户认为某些服务是不必要的或多余的。但是，尚未制定服务冗余的规模。本研究的目的是为酒店业建立服务冗余量表。进行了焦点小组和内容分析以确定初步规模项目。为了净化规模，由 622 名餐厅顾客和 651 名酒店顾客完成了两项调查。该量表包括服务行为、服务规范、服务环境3个维度22个条目。结果表明，服务冗余会影响酒店形象，降低感知服务质量，并促使客户转换行为。