Literature Summary Template
Literature Summary
Reference http://orgprints.org/16799/1/Joint_actions_in_core_FINAL100210.pdf http://scholar.lib.vt.edu/theses/available/etd-12132006-211709/unrestricted/KLeeDissertation2006.pdf
Review of Literature
The purpose of this paper is to show that it is possible to set high standards for the environmental sustainability of the foodservice of a large scale event such as the climate summit in Copenhagen. The high standards are the result of hard work combined with stubbornness and ambition to break down as many of the usual “real life” barriers as possible.
Research Problem
The restaurant industry has become fiercely competitive, due to the industry’s low market entry barriers and the low capitalization requirements.
Method
1. Does a relationship exist between the service guarantee and consumers’ perceived risk in the casual restaurant setting?
2. Does a relationship exist between brand restaurants and consumers’ perceived risks regarding the service guarantee?
3. Does a relationship exist between consumers’ loyalty and the service guarantee in the casual restaurant setting?
4. Does relationship exist between consumers’ word-of-mouth intent and consumers’ satisfaction with the service guarantee?
5. Does a relationship exist between consumers’ intent to complain and the service guarantee in the event of service failures in the casual restaurant setting?
Key Findings
Service Guarantee
Hart, Schlesinger, and Maher (1992) defined a service guarantee as a statement explaining the service customers can expect and what the company will do if it fails to deliver the payout. Service guarantees can be classified into five different types (specific, unconditional, implicit, external, and internal service guarantees) according to the scope of the service guarantee and the payout (Hart, 1993; Kashyap, 2001; Wirtz, 1998).
Specific service guarantees provide a detailed guideline of the guarantee scope and payout to consumers according to the type of initial
Reference http://orgprints.org/16799/1/Joint_actions_in_core_FINAL100210.pdf http://scholar.lib.vt.edu/theses/available/etd-12132006-211709/unrestricted/KLeeDissertation2006.pdf
Review of Literature
The purpose of this paper is to show that it is possible to set high standards for the environmental sustainability of the foodservice of a large scale event such as the climate summit in Copenhagen. The high standards are the result of hard work combined with stubbornness and ambition to break down as many of the usual “real life” barriers as possible.
Research Problem
The restaurant industry has become fiercely competitive, due to the industry’s low market entry barriers and the low capitalization requirements.
Method
1. Does a relationship exist between the service guarantee and consumers’ perceived risk in the casual restaurant setting?
2. Does a relationship exist between brand restaurants and consumers’ perceived risks regarding the service guarantee?
3. Does a relationship exist between consumers’ loyalty and the service guarantee in the casual restaurant setting?
4. Does relationship exist between consumers’ word-of-mouth intent and consumers’ satisfaction with the service guarantee?
5. Does a relationship exist between consumers’ intent to complain and the service guarantee in the event of service failures in the casual restaurant setting?
Key Findings
Service Guarantee
Hart, Schlesinger, and Maher (1992) defined a service guarantee as a statement explaining the service customers can expect and what the company will do if it fails to deliver the payout. Service guarantees can be classified into five different types (specific, unconditional, implicit, external, and internal service guarantees) according to the scope of the service guarantee and the payout (Hart, 1993; Kashyap, 2001; Wirtz, 1998).
Specific service guarantees provide a detailed guideline of the guarantee scope and payout to consumers according to the type of initial