2 a Study on the Impact of Servicescape on Consumer Behaviour in the Hotel Industry. a Case Study of Upscale Restaurants/Hotels in London, Uk

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Table of Contents Declaration……………………………………………………………………………………………...3 Acknowledgement……………………………………………………………………………………...4 Table of Contents………………………………………………………………………………………5 Abstract…………………………………………………………………………………………………8 Chapter 1 – Introduction………………………………………………………………………9 1.1 Background of Research…………………………………………………………………………… 1.2 Scope of the Study………………………………………………………………………………… 1.3 Research Objectives………………………………………………………………………………… 1.4 Research Hypothesis………………………………………………………………………………… 1.5 Limitations of the Study…………………………………………………………………………… 1.6 Research Structure………………………………………………………………………………… Chapter 2 – Literature Review……………………………………………………………12 2.1 Introduction……………………………………………………………………………………… 2.2…show more content…
9 Chapter 1 Introduction This chapter explains the various concepts that would be covered over the course of the research in a brief format. It gives an insight into the research background and the outlines the concept of research. This chapter mainly consists of background and scope of research along with research aims and objectives. This is followed by limitations of research and the overall research structure. 1.1 Background of Research Customer behaviour and satisfaction is dependent on a number of variables. Earlier, the customer satisfaction and behaviour was relational to hedonic activities arousing pleasure. Subsequently, physical environment and visual medium started affecting the outcome of customer behaviour and satisfaction (Spangenberg, 2000). The main purpose of this research study is to gain an insight into the physical aspects in various upscale restaurants in London and to try and establish a level of significance that has an impact on the customer. The apparent research on the concept of servicescape and its relational elements has been relatively low and literatures on these concepts are limited. However, there have been studies on different aspects of servicescape such as colour, lighting, music, etc. separately. Most of the studies focus their attention to one or couple of aspects, but behavioural changes are related to a number

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