A Study on the Impact of Servicescape, Emotions, Behaviours and Repatronage Intentions in Upscale Restaurants – Mumbai

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INSTITUTE OF HOTEL MANAGEMENT AURANGABAD

A STUDY ON THE IMPACT OF SERVICESCAPE, EMOTIONS, BEHAVIOURS AND REPATRONAGE INTENTIONS IN UPSCALE RESTAURANTS – MUMBAI

Anand Lilani (H -1240)

SUBMITTED IN FULFILLMENT OF THE REQUIREMENT OF THE B.A. (HONS.) IN HOTEL MANAGEMENT

UNIVERSITY OF HUDDERSFIELD U.K.

JUNE 2008

“SERVICESCAPE” – Emotions, Behavioural Intentions & Repatronage Intentions

I would like to dedicate this dissertation in fond memory of my loving mother.

LILANI A. (H-1240) I

“SERVICESCAPE” – Emotions, Behavioural Intentions & Repatronage Intentions

DECLARATION
I declare that this dissertation is the result of my efforts and that it confirms to University, departmental and course regulations

regarding cheating and plagiarisms. No material contained within this dissertation has been used in any other submissions, for an academic award.

June, 2008 Anand Lilani (H-1240)

LILANI A. (H-1240) II

“SERVICESCAPE” – Emotions, Behavioural Intentions & Repatronage Intentions

ACKNOWLEDGEMENTS
I would like to thank all the pe ople who have been actively involved in carrying out this dissertation and those who have given me this opportunity to do this dissertation on „Servicescape‟.

I

am thankful

to

my

dissertation guide, Mrs.

Parvadhavardhini

Gopalakrishnan, for giving me valu able inputs and guidance that was provided at every stage of my dissertation. I would also like to thank Mr. Anand Iyengar, who helped me at every stage of Data Analysis with his valuable inputs.

I would also like to extend my gratitude towards the entire library staff for letting me issue relevant books and materials. Lastly, I would also like to thank the Information Technology staff for their support at all times.

LILANI A. (H-1240) III

“SERVICESCAPE” – Emotions, Behavioural Intentions & Repatronage Intentions

TABLE OF CONTENTS
DECLARATION .......................................................................... II ACKNOWLEDGEMENTS ............................................................ III TABLE OF CONTENTS .............................................................. IV LIST OF FIGURES .................................................................... VII LIST OF GRAPHS ....................................................................VIII LIST OF TABLES ....................................................................... IX SYNOPSIS ................................................................................... X CHAPTER 1: ISSUE IDENTIFICATION ......................................... 1 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 INTRODUCTION ................................................................... FRAMING OF THE RESEARCH ISSUE .................................... STATEMENT OF AIM ............................................................ LIST OF OBJECTIVES ........................................................... SCOPE ................................................................................. LIMITATIONS ...................................................................... STRUCTURE OF THE DISSERTATION .................................... DISSERTATION STRUCTURE MODEL .................................... CONCLUSION ...................................................................... 1 2 4 4 5 5 6 6 7

CHAPTER 2: LITERATURE REVIEW ............................................ 8 2.1 INTRODUCTION ................................................................... 8 2.2 SERVICESCAPE...................................................................10 2.3 RELEVANCE OF SERVICESCAPE IN UPSCALE RESTAURANTS ........................................................................12 2.4 THE IMPORTANCE OF THE PHYSICAL ENVIRONMENT IN UPSCALE RESTAURANTS .........................................................17 2.5 SERVICESCAPE IN DIFFERENT SERVICE SETTINGS .............20 2.6 ELEMENTS OF A SERVICESCAPE .........................................22...
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