A Study on the Impact of Servicescape, Emotions, Behaviours and Repatronage Intentions in Upscale Restaurants – Mumbai
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
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
Bibliography: Sweden. Journal of marketing, 58(3), 53 -56. Babakus, E., & Boller, G. W. (1992) “An Empirical assessment of the SERVQUAL scale. Journal of Busine ss Research” 24, 253-268. Baker, J Bellizzi, J.A., Crowley, A.E., Hasty, R.W. (1983 ), "The effects of colour on store design", Journal of Retailing, Vol. 68 No.4, pp.21 45. LILANI A. (H-1240) 80 “SERVICESCAPE” – Emotions, Behavioural Intentions & Repatronage Intentions (1982), "Store LILANI A. (H-1240) 81 “SERVICESCAPE” – Emotions, Behavioural Intentions & Repatronage Intentions Graduate Education and Graduate Students Research Conference i n Hospitality & Tourism, 549 -558. (January 4-6, 1999). Fu, Y.Y., Cho, M.H., & Parks, S judgements. Proceedings of the Fifth Annual Graduate Education and Graduate Students Research Conference in Hospitality & Tourism, 202-204. (January 6-8, 2000).