Foodservice Consumer Choice and Service Strategies

Research Project

TOPIC: “To explore impacts of food services on consumer choices and services strategies- A
case study of Hilton Hotel UK.”
ABSTRACT
In this research, a discussion will take place on the impact of food services on customers
choice and services strategies. Beneath a discussion will take place on the impacts of good
quality food products on customer's satisfaction in organisations of hospitality sector. This
research is based on Hotel Hilton UK, which is one of the leading organisation in hospitality
industry. In the last a discussion will take place on impacts of food services on customers choice
and service strategies used by them.

SUMMARY
By completing this research is become very easy to understand the impacts of food
services on consumer choices and services strategies. It is very important for an organisation of
hospitality sector to make quality food, so that they can increase the customer loyalty. Hence by
this research it is easy for organisation to identify that what change they have to make so that the
food quality get improved. According to this research it is clear that, good quality food plays a
vital role in developing an organisation of hospitality sector. Along with this, it come to know by
this research that how the opinion and preferences affecting organisations in strategic planning.
At last there are some recommendations which helps to get positive impact in maintaining
consumer relations.
2

Table of Contents
TOPIC: “To explore impacts of food services on consumer choices and services strategies- A
case study of Hilton Hotel UK.”......................................................................................................1
ABSTRACT.....................................................................................................................................1
SUMMARY.....................................................................................................................................2
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Background.......................................................................................................................1
1.2 Aim and objectives...........................................................................................................1
1.3 Rationale of study.............................................................................................................2
1.4 Chapter Preview...............................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................4
2.1 To determine the impacts of good quality food services on consumer satisfaction.........4
2.2 To analyse the variation in the opinion and preferences affecting Hilton hotel in strategic
planning..................................................................................................................................5
2.3 To ascertain the impacts of food services on consumer choices and services strategies of
Hilton hotel.............................................................................................................................5
2.4 To suggest the effective techniques to develop consumer's satisfactory services............6
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................7
CHAPTER 4: Analysis and Findings..............................................................................................9
CHAPTER 5: A CRITICAL APPRAISAL, RECOMMENDATIONS & SUGGESTIONS FOR
FURTHER WORK........................................................................................................................16
CHAPTER 6: CONCLUSIONS....................................................................................................18
REFERENCES................................................................................................................................1
APPENDIX......................................................................................................................................3
3

4

CHAPTER 1: INTRODUCTION
1.1 Background
In hospitality industry, choice of customers plays a crucial role in developing strategies in
order to reach to an all new level. Here, it is being found that satisfaction and hygiene are the two
major factors that basically impacts upon consumer choices. It can be said that, people's
perceptions regarding food is getting changed which basically impacts upon their choices and
services strategies which has been made by business organisations like hotels that are doing
business at hospitality industry (Campbell, DiPietro and Remar, 2014). In the same way, Hilton
Hotels has also kept their focus on analysing the needs and choices of consumers and has
moulded their food departments in United Kingdom do be much more stronger and to sustain at
marketplace for a longer period of time.
On the other hand, investigation will also keep its focus on satisfaction that was already
given to consumers considering quality of food services, proper analysis of impact on
organizational culture of Hilton Hotels at United Kingdom. It can also be said that there are a
range of business organisations that basically looks forward to make alterations but due to rapid
changes in trends, needs of clients and because of lack of funds organisation basically might not
become able to adopt every single change. This basically leads hotels to face a range of problems
like.
1.2 Aim and objectives
Aim: “To explore impacts of food services on consumer choices and services strategies-
A case study of Hilton Hotel UK.”.”
Objectives:
 To determine the impacts of good quality food services on consumer satisfaction
 To analyse the variation in the opinion and preferences affecting Hilton hotel in strategic
planning.
1

 To ascertain the impacts of food services on consumer choices and services strategies of
Hilton hotel
 To suggest the effective techniques to develop consumer's satisfactory services.
Research questions
 What is the impact of good quality food services on consumer satisfaction?
 What are the opinion and preferences which affect Hilton Hotel in strategic planning?
 What is the impact of food services on consumer choices and services strategies of Hilton
hotel?
 What are the different techniques for to develop consumer satisfactory services?
1.3 Rationale of study
Basic reason behind choosing this topic is that customer choice at marketplace basically
could lead a business organisation to an all new level to reach to an all new level or company
may also find a range of issues as well. This may lead a company to make alterations even when
organisation is not ready for it. Main motive in present time of companies that are performing at
international level is to improve overall performance level at marketplace. This has made them to
improve customer centric strategies in order to sustain at marketplace for a longer period of time.
Many companies has kept their focus on reaching to new heights through offering
customers with high quality products and this could lead them to improve their sustainability
(Charter and Tischner, 2017). Food sector of hotels has been one of a crucial factor which
specifically changes the way of thinking or choices of individuals at workplace. Along with this,
professionals Hilton Hotel for developing strategies and operational framework to make
appropriate increment in quality of services.
1.4 Chapter Preview
Chapter 1: Introduction
In this section, research report will provide in depth information regarding their whole
work including its overview, background, rationale and objectives of research.
Chapter 2: Literature review
In this section, it covers all objectives of this research report which is totally different
from others.
Chapter 3: Research Methodology
2

In this section, researcher used many steps and practices for gathering information and
finding best outcomes on their topic. It also helps in making business decision.
Chapter 4: Data Analysis
In this section, this is process of evaluating whole collected data and then analysing them
for finding best solution. It helps to make a right decision .
Chapter 5: A Critical Appraisal, Recommendations & Suggestions for Further Work
In this section, it helps company to provide recommendations to increase profitability and
brand image. This will also provide suggestions regarding how to conduct better research in
future.
Chapter 6: Conclusion
In this section, it is a last stage of this report, in which conclusions about whole research
work with overall study which is mentioned above. It also helps a company to improve brand
image.
3

CHAPTER 2: LITERATURE REVIEW
2.1 To determine the impacts of good quality food services on consumer satisfaction
According to the researcher Dabholkar, (2015)main motive of any hospitality industry is
to serve best quality services to their customers which help the management team of hotel in
retaining their customers for a long period of time. Satisfaction of customers will help the
company in increasing the revenue and brand image among their competitors available at
marketplace. In terms of generating higher revenue than their present competition at market
place, company is unable to provide good quality food to their customers. If the customer is not
satisfied with the taste and quality of material, it will place adverse impact upon customer's
health which reduces the brand image and goodwill of hotel at marketplace (Marinkovic et. al.,
2014). Hotel industry should use best quality products and ingredients in their food which help
the company in providing healthy food services in retaining their customers. Good quality food
services positively impact on the brand image and goodwill of the company. It is impossible to
run a business successfully and effectively without providing their customers quality food
service. Along with this, customers satisfaction can be determined by analysing expectations and
requirements of clients from the hotel. This will help the management team of hotel in
developing their strategies and generating more revenue by satisfying their customers. Quality of
food is the most important factor of overall hotel services, so it is expected to have a positive
impact on customer satisfaction and brand loyalty.
On the basis of perception of Sabir et. al., (2014) it can be said that hotel industry can
increase satisfaction level of customers by providing them high quality of food. According to
mentioned author quality of food is not only related to its but it also includes adequate proportion
of nutrients, maintenance of hygiene, quick service of food etc. It has been analysed that if these
thing are considered by the hotel or restaurant while providing food to customers then it is easier
for them to satisfy customers at highest level. Along with this, it can be said that satisfied
customer will also do mouth publicity of hotel which will definitely influence more number of
customers towards the hotel.
Customer Satisfaction Model
4

It is the model which is used to satisfy the needs and requirements of customers. This
model has three stages which are as follows:
Prevent customer complains: under this stage, company need to fulfill the basic and
necessary requirements of their customers. By using this model Hilton hotel can increase their
brand image which as a result can increase their profitability.
Develop customer confidence: in this stage, it is the duty or responsibility of the
company to satisfy customers unstated needs. By adopting this model Hilton hotel can attract
more and more customers which increase their profitability and market share.
Build customer loyalty: under this stage of customer satisfaction, company achieve
customer delight by satisfying their requirements and needs. By adopting it in Hilton hotel
company can retain and attract more and more customers.
2.2 To analyse the variation in the opinion and preferences affecting Hilton hotel in strategic
planning.
According to researcher (Kim, Jang and Adler, 2015) it is analysed that in every service
industry there is variations in the opinion and preferences of customers. These difference will
negatively affects the hotel's strategic planning. Change in social, technical, demographic, legal
and economic factor can affect the preference and opinion of customers. Company should
analyse the current trend and customer taste to maintain the sustainability at market place.
Change in customers expectation can affect the strategic planning in negative manner (Barber
and Deale, 2014). In addition to this, it can be said that preferences of customers are changing
with the changing time as they are seeking for new things at their every single purchase or
consumption of service. This change creates difficulty or tough situation for large hotel like
Hilton to do strategic planning in effective manner. It has been evaluated that this change also
affect Hilton in financial terms too as formulation of strategies also consumes finances and if in
case opinion or demand of customer changes then the management team of the company have to
again formulate new strategy which will consume time and money both (Denning, 2014). Thus,
it reflects that variation in preferences and opinion of customers affects strategic planning of
Hilton.
5

2.3 To ascertain the impacts of food services on consumer choices and services strategies of
Hilton hotel
As per view point of Ye, (2014) food services plays an crucial role in hospitality industry
as it can impact upon brand image of hotel in both the positive as well as negative manner. It can
be said that food services or quality of food influences of choices of customers as well as
strategies both. It has been analysed that if the employees or staff of Hilton is offering food
services to customers on the basis of any theme or pattern it will influence interest of customers.
Along with this, it will also impact upon services strategies which are being used the chosen
hotel. It has been further seen that if customers receives a high quality food from hotel then they
prefer to visit that place again and again (Halkier, 2016). On the other hand, if customers are not
getting quality food then they will surely prefer another hotel or restaurant where they can get
good level of food along with the quality. It can be said that food services of Hilton can be
improved by adopting different strategies like conduction of training session, using pest control,
maintaining cleanliness of hotel kitchen, hiring a well expertise chef etc. It can be said that these
strategies will help company in improving their quality of food services which are offered to the
customers who are visiting Hilton. As a result, it will be beneficial for Hilton in enhancing
satisfaction level of customers in effective manner (Lo, Wu and Tsai, 2015). This will ultimately
increase its profitability too.
2.4 To suggest the effective techniques to develop consumer's satisfactory services.
As per the thoughts presented by Hill and Brierley, (2017) it has been analysed that every
organisation belonging to hospitality industry requires to develop strategies and technique in
order to improve those services which are specifically used for raising consumer satisfaction.
With reference to this it can be said that there are numerous of ways which helps and even guide
employees of hotel to increase satisfaction level of customer. On the basis of this there are few
suggestion for hotels belonging to this industry by the customer satisfactory services can be
developed. Some of the main suggestions among them are defined as below:
 At first, it is suggested to the top management team of hotels to conduct some training
sessions for employees by which they can update them self on changing demand of
customers (Xie, Zhang and Zhang, 2014). Along with this, training session will also
aware customer about some basic but influential etiquettes which satisfies employees at
highest level.
6

 At next, it is further advised to employees for using soft speaking skills in order to
influence interest of customer towards the hotel. It will also develop positive brand image
of company at market place as customers feels satisfied host hotel or guest treats them
properly.
 Another technique emphasises on identifying strategies of rival companies which is being
used by them and they are also gaining advantage (Hill and Alexander, 2017). This will
allow company in exploring more options through which they can maximise efficiency of
services by which satisfaction level of customers can be raised.
On the basis of above specified suggestions, it can be said that all of them are good and
helpful for the hospitality industry only if they are used in proper manner manner. As a result, by
adopting these techniques company can raise number of satisfied customers as they are getting
much better services.
CHAPTER 3: RESEARCH METHODOLOGY
Research refers to a process which improves or enhances in depth knowledge about any
topic. Research methodology involves various tools and techniques which can be used by
researchers to gain successful outcomes (Das, 2014). There are a number of techniques which
can be considered in conducting research in an ethical and sound manner.
Research Philosophy: Research philosophy is an essential tool which imbibes a number
of factors such as development , source and nature of knowledge as well. Research philosophies
can further be divided into a number of types namely pragmatism, positivism, realism etc.
Selection of research philosophy depends entirely upon the nature of data. This is an essential
process which covers all aspects of a research.
Research Approach: Another important factor in this section is research approach
which focusses on techniques that help in detailed analysis of a subject. There are basically three
major research approaches such as pragmatist, inductive and deductive as well. In the current
report, deductive research approach has been considered.
Research Design: Undertaking a research is an effective and ethical manner is quite
important and lengthy process. Research should be designed in such a way that it is easier for the
reader to understand what has been mentioned or specified in the research. Hence, in this
context it is important that research design is effective and appropriate (Lewis et al, 2017). There
7

are basically three types of research designs namely exploratory, descriptive and experimental as
well. In present context, researchers have adopted a descriptive research design as it provides a
detailed information about each and every chapter and activity that has been considered in the
research. It also helps in enhancing knowledge base of readers as well.
Research Method: Methods are basic ways in which a research is done. Research
methods have broadly been classified into two broad categories i.e., qualitative as well as
quantitative. In present context, qualitative method of research has been considered by
researchers as it comprises of various theories and processes which help in gaining detailed
information and justifications regarding views presented in research. Quantitative method on the
other hand is quite complex (Macdiarmid, Douglas and Campbell, 2016). Data collected in the
present scenario is generally done by surveying random respondents and asking questions from
them.
Data Source: Sources that are helpful in providing data and information are known as
data sources. Dara or information collected from these sources makes it more convenient and
reliable. There are basically two methods which can be employed for collection of data and
information. These sources are known as primary as well as secondary sources. Sources by
which first hand or fresh data is collected are known as primary sources (Oliver, 2014).
Secondary data on the other hand refers to a source which provides data that has been published
before hand itself in the form of newspapers, magazines, articles etc. In relation to the present
research, a combined mix of primary as well as secondary sources have been done.
Data Analysis: Data analysis refers to a process which is used for converting information
into meaningful form. This information is generally collected from respondents and presented in
the from of conclusion or recommendation that helps readers in developing better
understandability of the research (Sivakumar and Dong, 2014). For completing this research
researcher has chosen quantitative methods, so that they can complete the work in mathematical
and numerical manner. This method is time saving where scholar can collect authenticated data
in less time. On the other, qualitative method is time consuming and provide data in theoretical
manner.
Sampling: Sampling is an integral process which infuses selecting respondents from the
entire population. It is basically done on a random basis. In relation to the present report it has
been observed that surveying entire population of a place is not practically possible as it will be
8

highly time and cost consuming (Ostrom et. al., 2015). Hence, random sampling has been chosen
in this research as it is more reliable and trust worthy. Currently, a sample size of 100
respondents has been chosen in this report.
Ethical Consideration: It means that research should always be done in a free and fair
manner and by adopting ethical practices. Also it is suggested that research should always have
a valid and ethical reason behind it. Information provided to readers should be fair as it enhances
validity and reliability of research.
9

CHAPTER 4: Analysis and Findings
Theme 1: concept of customer satisfaction
Q 1) Are you aware with the concept of customer satisfaction? Frequency
a) Yes 32
b) No 8
Interpretation: Customer is king of market so, it is necessary to satisfy customer.
Customer satisfaction is defined as total number of customers who reported good experience
with products, and services. This factor plays important role in success of business. As per above
graph, it can be interpreted that out of 40 respondents only 32 are aware about concept of
customer satisfaction and about 8 respondents are not aware about this concept. Customer in
Hilton Hotel are satisfied when they get proper facilities, offers, freshness of food, quality of
services offered, friendly environment, immediate response to problems of customers and
respect.
10
32
8
a) Yes
b) No

Theme 2: Hospitality industry can grow with high range of customer satisfaction
Q 2) Do you think, hospitality industry can grow with high range of
customer satisfaction?
Frequency
a) Agree 35
b) Disagree 5
Interpretation: Growth of company depends upon degree of customer satisfaction
provided. Only customer satisfaction can not be considered as growth factor others should also
be looked into. Companies satisfy customers by fulfilling their needs at affordable prices,good
quality, and quantity of products offered. As per above mentioned graph it can be analysed that
35 respondents agree that hospitality industry can achieve high growth with good frequency of
customer satisfaction. Satisfying customers can increase sales, attract new customers, retain
existing customers and minimise sales turnover. While 5 respondents out of 40 disagrees to fact
that customer satisfaction cannot be only factor for growth of industry
11
35
5
a) Agree
b) Disagree

Theme 3: A good quality and tasty food is the only reason which satisfy the customers
utmost
Q 3) As per your thoughts, a good quality and tasty food is the only
reason which satisfy the customers utmost?
Frequency
a) Yes 24
b) No 16
Interpretation: Customer gets satisfied with many reasons like friendly environment,
services, food, extra facilities, discounts, food quality and overall performance. According to
graph shown above it can be analysed that 24 respondents thinks that good quality and tasty food
satisfy customers to a great extent. As, a way to win customers heart is by fulfilling needs by
providing tasty and yummy food. Company should also take care of freshness of food and
preparation time. While 16 respondents says that only food cant satisfy customers other factors
should also be considered which includes solving customer problems, reliability, experience and
price.
12
24
16
a) Yes
b) No

Theme 4: Best technique that will help Hilton Hotel in increasing its customers satisfaction
Q 4) Which is the best technique that will help Hilton Hotel in
increasing its customers satisfaction?
Frequency
a) By providing quality food 10
b) By offering effective room services 12
c) By giving additional discounts 9
d) By providing customer services 9
Interpretation: There are many techniques available for customer satisfaction which are
responsive towards customers, quality food, offers, customer services, build brand awareness,
and happiness of customer. From above stated graph it can be analysed that 10 respondents says
that good quality food can be reason for customer satisfaction, 12 respondents thinks that
providing effective room services can be best technique for increasing customer satisfaction,9
respondents states that by giving discounts satisfaction level of customer can be increased and
remaining 9 respondents analysed that customer can be satisfied by getting effective and good
services. It is interpreted that only one reason is not enough for increasing customer satisfaction.
13
10
12
9
9
a) By providing quality food
b) By offering effective room
services
c) By giving additional
discounts
d) By providing customer
services

14

Theme 5: Regular based feedback will help company in understanding customer choices
Q 5) Do you think, regular based feedback will help company in
understanding customer choices?
Frequency
a) Agree 33
b) Disagree 7
Interpretation: Customer needs keeps on changing with changing environment and
technology. Regular surveys should be conducted to know customers changing needs and
expectations from companies products and services. Customer feedback helps in improving
retention, motivating employees, helps in detecting areas where changes required. According to
above graph it can be determined that 33 respondents agree to fact that regular feedback help
Hilton hotel to understand customers needs, problems and choices whereas, 7 respondents states
that regular feedback can not be reason of understanding customer choices as they don't disclose
true facts. Overall it can be interpreted that except regular feedback other options should also be
considered.
15
33
7
a) Agree
b) Disagree

Theme 6: Price has significant role in influencing consumer food choices
Q 6) Do you think, Price has significant role in influencing consumer
food choices?
Frequency
a) Yes 36
b) No 4
Interpretation: Price of a product or service plays a crucial role in influencing decision
of customers. Every customer has its own purchasing power and choice of product depends
mainly on price. Manufactures or producers should charge effective rate from customers. The
mindset of customers has been set that good quality products are at high rates and low quality
products are at less prices. As per above graph it can be interpreted that 36 respondents thinks
that price plays a major role in influencing customer choices because customer wants good
quality products while 4 respondents says that price is not important factor for influencing
consumer food choices.
16
36
4
a) Yes
b) No

Theme 7: Methods that can be used to maintain standard of food services
Q 7) What are the methods that can be used to maintain standard of
food services?
Frequency
a) Pest Control 18
b) Cleaning 8
c) Staff training 14
Interpretation: Every hospitality and food industry has to follow certain food and safety
standards to maintain customer satisfaction. Some of safety food standards include hygiene,
temperature, washing, cleanliness, service utensils, and pest control. As per above stated graph it
can be analysed that 18 respondents lays emphasis on pest control in company to maintain safety
and standard of food. About 8 respondents thinks that standard of food services can be
maintained by proper cleaning of floors and preparation of food in clean and hygiene manner and
remaining 14 respondents thinks that staff of company should be trained about food safety and
standards to maintain effectiveness and customer satisfaction.
17
18
8
14
a) Pest Control
b) Cleaning
c) Staff training

CHAPTER 5: A CRITICAL APPRAISAL, RECOMMENDATIONS &
SUGGESTIONS FOR FURTHER WORK
Critical appraisal is considered as the process which represents that conducted research is
done in a systematic manner. It also reflects that research should be conducted by collecting
authenticate data which will provide relevant outcome. In context to present research, it has been
analysed that researcher have done this research with authenticity by gathering right and relevant
data from valuable sources. Along with this, all of the conducted works has been done in a
systematic manner by following ethical values of research.
There are some recommendations which are to be considered by managers of Hotel
Hilton to get maximum customer satisfaction,food quality, service quality, and consumer
retention, etc. as there is cut throat competition in hospitality Industry, so its managers
responsibility to analyse competitors policies through market study and changes in organisation
structure. some recommendations for impact of food services on customer satisfaction is
discussed below:
 It is advised to top management team of Hilton hotel to impart training employees related
to food and safety standards to maintain customer satisfaction. Along with this, training
should also help employees knowing what factors satisfy employees at highest level.
 Nextly , company should adopt various methods to maintain food services standards
which includes pest control, hygiene facilities, maintaining cleanliness, washing and
proper temperature which will help in customer retention.
 Managers of Hotel Hilton can appoint experienced chef for preparation of innovative
dishes by fusion of two famous dishes which will help in attracting new customers and
customer retention.
 It can be advised to management of Hotel Hilton that satisfaction level of customers can
be increased by providing food at best quality at affordable prices.
 Managers of company can provide effective services like friendly communication and
ensuring security and safety to gain competitive advantage and customers confidence in
market.
 Hotel Hilton can set a benchmark for other players in market of hospitality industry
which will help to maintain customer satisfaction.
18

 Food service department of Hotel Hilton can control costs by reducing wastage and
ensure smooth operations on daily basis.
At the time of conducting this research, I have gone through various experiences which
have made me learnt many things and also aware me about my core strengthen as well as weak
areas. In this research, I have used both the primary as well as secondary data for collecting best
data in order to complete this research within provided time limit. I have completed this research
by following all of the ethical norms. With my overall experience, it can be said that this
research have developed my communication skill which will help me in conducting better
research in future.
Discussion
As per the above mention model of customer satisfaction, which is customer satisfaction
model it is analysed that this model helps in satisfying the customers needs. By adopting this
model in Hilton Hotel, management team of the company can satisfy the needs and wants of
customers which increase the overall performance and productivity of the company. By adopting
this model, company can properly utilise its human resources which can improve their overall
productivity and market share.
19

CHAPTER 6: CONCLUSIONS
From the above mentioned report, it has been concluded that hospitality services offers
friendly and helpful advice on housing, and can help to find suitable accommodation as well as
provide information on living in hotels, schools, banking, medical practices and other local
facilities. These services can ensure the comfort and convenience of customers. The hospitality
services also includes food services, in which they can attract their customers by the cleanliness
in their food area. The food services will help in keeping the kitchen clean. It can also gain the
attention of their customers by providing special welcome drink and VIP amenities for special
guest of their organisation. So by this, the company can analyse competitors policies and then
alter services. In this they can also take views and feedbacks of consumers which is relevant for
making them comfortable with brand. In this research, both methods of data collection are
successfully used to gather the information. Questionnaire is prepared to collect information
from respondents in authentic and reliable manner, so that aims and objectives of this research is
can be attained effectively on time.
20

REFERENCES
Books and Journals
Barber, N. A. and Deale, C., 2014. Tapping mindfulness to shape hotel guests’ sustainable
behavior. Cornell Hospitality Quarterly. 55(1). pp.100-114.
Campbell, J., DiPietro, R. B. and Remar, D., 2014. Local foods in a university setting: Price
consciousness, product involvement, price/quality inference and consumer's
willingness-to-pay. International Journal of Hospitality Management. 42. pp.39-49.
Charter, M. and Tischner, U. eds., 2017. Sustainable solutions: developing products and services
for the future. Routledge.
Chen, S. C., Raab, C. and Tanford, S., 2015. Antecedents of mandatory customer participation in
service encounters: An empirical study. International journal of hospitality
management. 46. pp.65-75.
Dabholkar, P. A., 2015. How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Das, G., 2014. Linkages of retailer awareness, retailer association, retailer perceived quality and
retailer loyalty with purchase intention: A study of Indian food retail brands. Journal of
Retailing and Consumer Services. 21(3). pp.284-292.
Denning, S., 2014. An economy of access is opening for business: five strategies for
success. Strategy & Leadership. 42(4). pp.14-21.
Dixit, S. K. and Sotiriadis, M., 2015. Strategic Alliances in the Hospitality Industry as an
Expansion Strategy: An Indian Perspective. Collaboration in Tourism Businesses and
Destinations: A Handbook. p.77.
Halkier, B., 2016. Consumption challenged: Food in medialised everyday lives. Routledge.
Hill, N. and Alexander, J., 2017. The handbook of customer satisfaction and loyalty
measurement. Routledge.
Hill, N. and Brierley, J., 2017. How to measure customer satisfaction. Routledge.
Kim, D., Jang, S. and Adler, H., 2015. What drives café customers to spread eWOM? Examining
self-relevant value, quality value, and opinion leadership. International Journal of
Contemporary Hospitality Management. 27(2). pp.261-282.
Kim, W. G., Lim, H. and Brymer, R. A., 2015. The effectiveness of managing social media on
hotel performance. International Journal of Hospitality Management. 44. pp.165-171.
Lewis, H., and et al, 2017. Design+ environment: a global guide to designing greener goods.
Routledge.
Lo, A., Wu, C. and Tsai, H., 2015. The impact of service quality on positive consumption
emotions in resort and hotel spa experiences. Journal of Hospitality Marketing &
Management. 24(2). pp.155-179.
Macdiarmid, J. I., Douglas, F. and Campbell, J., 2016. Eating like there's no tomorrow: Public
awareness of the environmental impact of food and reluctance to eat less meat as part of
a sustainable diet. Appetite. 96. pp.487-493.
Marinkovic, V., and et. al., 2014. The antecedents of satisfaction and revisit intentions for full-
service restaurants. Marketing Intelligence & Planning. 32(3). pp.311-327.
Oliver, R. L., 2014. Satisfaction: A behavioral perspective on the consumer: A behavioral
perspective on the consumer. Routledge.

Ostrom, A.L., and et. al., 2015. Service research priorities in a rapidly changing context. Journal
of Service Research. 18(2). pp.127-159.
Rishi, M., Jauhari, V. and Joshi, G., 2015. Marketing sustainability in the luxury lodging
industry: a thematic analysis of preferences amongst the Indian transition
generation. Journal of Consumer marketing. 32(5). pp.376-391.
Sabir, R. I., and et. al., 2014. Customer satisfaction in the restaurant industry; examining the
model in local industry perspective. Journal of Asian Business Strategy. 4(1). p.18.
Sivakumar, K., Li, M. and Dong, B., 2014. Service quality: The impact of frequency, timing,
proximity, and sequence of failures and delights. Journal of Marketing. 78(1). pp.41-58.
Song, J., and et. al., 2014. Application discoverability and user satisfaction in mobile application
stores: An environmental psychology perspective. Decision Support Systems. 59. pp.37-
51.
Tseng, S. M. and Wu, P. H., 2014. The impact of customer knowledge and customer relationship
management on service quality. International journal of quality and service
sciences. 6(1). pp.77-96.
Wang, C. Y. and Mattila, A. S., 2015. The impact of servicescape cues on consumer prepurchase
authenticity assessment and patronage intentions to ethnic restaurants. Journal of
Hospitality & Tourism Research. 39(3). pp.346-372.
Wang, Y., and et. al., 2015. Service supply chain management: A review of operational
models. European Journal of Operational Research. 247(3). pp.685-698.
Xie, K. L., Zhang, Z. and Zhang, Z., 2014. The business value of online consumer reviews and
management response to hotel performance. International Journal of Hospitality
Management. 43. pp.1-12.
Xie, L. and Chen, C.C., 2014. Hotel loyalty programs: how valuable is valuable
enough?. International Journal of Contemporary Hospitality Management. 26(1).
pp.107-129.
Ye, Q., and et. al., 2014. The influence of hotel price on perceived service quality and value in e-
tourism: An empirical investigation based on online traveler reviews. Journal of
Hospitality & Tourism Research. 38(1). pp.23-39.
Yi, S., Li, X. and Jai, T. M., 2018. Hotel guests’ perception of best green practices: A content
analysis of online reviews. Tourism and Hospitality Research. 18(2). pp.191-202.
Zhang, Z., Zhang, Z. and Law, R., 2014. Relative importance and combined effects of attributes
on customer satisfaction. The Service Industries Journal. 34(6). pp.550-566.