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

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 Servicescape………………………………………………………………………………………….
2.3 Significance of Servicescape in Upscale Restaurants………………………………………………..
2.4 Servicescape in Diverse Service Settings……………………………………………………………
2.5 Elements of a Servicescape………………………………………………………………………….
2.5-1 Ambience………………………………………………………………………………………
2.5-1a Temperature…………………………………………………………………………………
2.5-1b Music………………………………………………………………………………………
2.5-1c Noise…………………………………….…………………………………………………
2.5-1d Aroma………………………………………………………………………………………
2.5-1e Lighting………………………………………………………………………………………
2.5-2 Facility Aesthetics…………………………………………………………………………………
6
2.5-2a Layout………………………………………………………………………………………
2.5-2b Color………………………………………………………………………………………
2.5-2c Social Factors…………………………………………………………………………………
2.5-2c(a) Employees………………………………………………………………………………
2.5-2c(b) Customers………………………………………………………………………………
2.5-3 Customer Behaviours………………………………………………………………………………
2.5-4 Emotional and Behaviours Intentions of Customers……………………………………
2.6 Conclusion………………………………………………………………………………………
Chapter 3 – Research Methodology……………………………………………………21
3.1 Research Approach…………………………………………………………………………………
3.2 Data Collection Methods……………………………………………………………………………
3.3 Sampling Approach…………………………………………………………………………………
3.4 Data

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