Refine your search
Collections
Co-Authors
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Slath, Anish
- Food of Haryana: the Great Chutneys.
Abstract Views :312 |
PDF Views:0
Authors
Affiliations
1 University Institute of Hotel Management and Tourism, Punjab University, Chandigarh (UT).
1 University Institute of Hotel Management and Tourism, Punjab University, Chandigarh (UT).
Source
International Journal of Hospitality and Tourism Systems, Vol 5, No 1 (2012), Pagination: 77-78Abstract
No Abstract
- Impact of Food and Beverage Service Practices on Customer Satisfaction in the Food Outlets, Chandigarh, India
Abstract Views :369 |
PDF Views:0
Authors
Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 University Institute of Hotel & Tourism Management, Panjab University, Chandigarh, IN
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 University Institute of Hotel & Tourism Management, Panjab University, Chandigarh, IN
Source
International Journal of Hospitality and Tourism Systems, Vol 11, No 2 (2018), Pagination: 73-81Abstract
This study investigates the impact of food & beverage services practices on customer’s perception of in the food outlets, Chandigarh, India. The study uses both quantitative and qualitative research approaches. A structured questionnaire was developed using different dimensions of customer’s satisfaction from food & beverage service practices from existing literature. The data were collected from 435 customers visited in the food & beverage outlets- Chandigarh, India. The research instrument contained 58 items across five dimensions: Dining environment, Menu, food & beverage, service staff, overall satisfaction etc. From the analysis, it was found that service staff has a statistically significant effect on customer satisfaction with a coefficient of determination (R2) of 54.4%. This implies that this factor contributes 64.9% of customer satisfaction while the other factors contribute 45.6%. The results from the study could be helpful to the management of food &beverage outlets in their policy formulation in the context of improving customer satisfaction and food & beverage service practices.Keywords
Food, Beverage, Services, Outlets Customer, Satisfaction, India.References
- Khanna, A., & Jijina, S. (2017). Hotels in India: Trends and Opportunities. HVS, New Delhi.
- Agency, Food Standard (2009). Attitudes and behaviours towards healthy eating and food safety: A scoping study. Policy Study Institute. United Kingdom.
- Batislam, E. P., Denizel, M., & Filiztekin, A. (2007). Empirical validation and comparison of models for customer base analysis. International Journal of Research in Marketing, 201-209.
- Boone, J. M. (1997). Hotel-restaurant co-branding-a preliminary study. The Cornell Hotel and Restaurant Administration Quarterly, 34-43.
- Bowen, J. T., & Morris, A. J. (1995). Menu Design: Can menus Sell. International Journal of Contemporary Hospitality Manager, 4-9.
- Chow, I. H., Lau, V. P., Lo, T. W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision-and experiential-orient perspectives. International Journal of Hospitality Management, 698-710.
- Draganska, M., & Klapper, D. (2007). Retail environment and manufacturer competitive intensity. Journal of Retailing, 183.
- Eiland, K. M. (2015). Factors Affecting Guest Satisfaction in the Restaurant Industry of South Mississippi. Missisipi, 12.
- Fauchald, N. (2005). Food and beverage industries. The Wine Spectator, 12-14.
- FICCI. (2016). Indias food service industry: Growth recipe. New Delhi: KPMG.
- Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose and findings. Journal of Marketing, 7-18.
- Hallam, G., & Baum, T. (1996). Contracting out F and B operations in hotels: A comparative study of practice in North America and the United Kingdom International. Journal of Hospitality Management, 41-50.
- Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 487-510.
- Hanson, B. (1997). Hotel food and beverage department. Real Estate Financial Journal, 12-19.
- Heskett, J. L., Thomas, O. J., Gary, W., Loveman, W., Sasser, E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 164-174.
- Jones, P. (1995). Developing new product and services in flight catering. International Journal of Contemporary Hospitality Management, 24-28.
- Kalra, R. (2001). Please please me. Restaurant Business, 22.
- Nield, K., Kozak, M., & LeGrys, G. (2000). International Journal of Hospitality Management, 375-384.
- Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and post-dining behavioral intentions. International Journal of Hospitality Management, 568-573.
- Mascio, R. T. (2007). A method to evaluate service delivery process quality. International Journal of Service Industry Management, 418-442.
- Mariani, J. (1998). The German market for fast food, market research Europe. Eurominitor Publications Ltd Business International.
- Chand, M., & Ghai, A. (2013). The impact of bar service operation practices on organisational performance in indian hotel industry. Internation Journal of Hospitality and Tourism, 56-63.
- Chand, M., & Kapoor, B. (2010). Food Service Practices in Indian Hotel Organisations: An Investigation of F&B Managers’ Perceptions. World Applied Sciences Journal 10 (Special Issue of Tourism & Hospitality), 31-39.
- Namkung, Y., & Jang, S. C. (2008). Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management, 142-155.
- Namkung, Y., & Jang, S. C. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal for Tourism and Hospitality Research, 387-409.
- Ninemeier, J. D., & Hayes, D. K. (2006). Restaurant Operations Management: Principle and practices (1st ed.).
- Oliver, R. L. (1997). Satisfaction: A behavioural perspective on the consumer. New york, NY: McGraw-Hill.
- Pettijohn, L. S., Pettijohn, C. E., & Luke, R. (1997). An evaluation of fast food restaurant satisfaction: Determinants, competitive comparisons and impact on future patronage. Journal of Restaurant and Food Service Marketing, 3-20.
- Johns, N., & Pine, R. (2002). Consumer behaviour in the food service industry: A review. International Journal for Hospitality Management, 119-134.
- Ramseook-Munhurrun, P. (2012). Perceieved service quality in restaurant services: Evidence from Mauritius. International Journal of Management and Marketing Research, 1-14.
- Rong, D. L., & Jun, S. Z. (2012). The effect of service interaction orientation on customer satisfaction and behavioral intention: The moderating effect of dining frequency. Asia Pacific Journal of Marketing and Logistics, 153-170.
- Sandstrom, S., Edvardsson, B., Kristensson, P., & Magnusson, P. (2008). Value in use through service experience. Managing Service Quality, 112-126.
- Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere and fairness of wait. Cornell Hotel and Restaurant Administration, 235-247.
- Sussikand, A. M., & Chan, E. K. (2000). How restaurant features affect check averages: astudy of the Toronto restaurant market. The Cornell Hotel and Restaurant Administration Quarterly, 56-63.
- Walker, J. R. (2005). Introduction to hospitality management. Pearson Education Company, New Delhi.
- Wood, R. C. (2007). The future of food and beverage management research. Journal of Hospitality and Tourism Managememt, 6-16.