ICTMBE 2013 2nd International Conference on Technology Management , Business and Entrepreneurship Mahkota Hotel Melaka Malaysia 5th December 2013 ISSBN 978-967-0468-56-3 2013 158 A Review of Service Excellence Models Muhammad Akilu Umar, Rozilah Kasim, David Martin Faculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia, Parit Raja, 86400 Batu Pahat, Johor, Malaysia Akilumuhammad78@gmail.com, rozilah@uthm.edu.my , martin@uthm.edu.my Abstract The fundamental objective of this paper is to critically examine the different service excellence models and to identify the existing gaps within the context of these models through critically analysing the literature in order to provide the basis for future research.The paper highlighted on the critical analysis of different service excellence models. The models were analysed in other to establish a relationship between them with a view to provide a basis for prospective researchers. The review of several service excellence models shows that service excellence delivery relates to the outcome of the service encounter and it is measurement depends on the standard of performance and level of satisfaction received by the user.However, expectations is guided by the changing user needs, while value co- creation, balancing innovation and commoditization dynamics and configuration of service system resources affects service excellence.The research was established on critical review of the service excellence models not on empirical grounds, the review highlight the link between the different models.The paper explores the domain of service excellence which provides a unique area of research. Keywords: service excellence, expectation, satisfaction, service users, performance.