Purpose: The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services.Design/methodology/approach: The data for this study were collected from 326 respondents who have used restaurant services in Bangladesh. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the research data with SmartPLS 3.3.3.Findings: The current study’s findings indicate that perceived service quality and price fairness both have a direct and significant effect on consumer satisfaction. Additionally, the research findings reveal a considerable association between perceived pricing fairness and consumer pleasure and consumer loyalty. Additionally, findings indicate that perceived service quality and price fairness both have a significant indirect effect on customer loyalty via the mediating effect of consumer satisfaction.Practical implications: The current study demonstrates that perceived price fairness has a substantial effect on restaurant consumers’ satisfaction and loyalty; thus, this evidence can assist restaurant owners and managers in developing and implementing their pricing strategy to retain customers. Additionally, the findings have significant implications for restaurant operators, practitioners and policymakers.Originality/value: Only a few research have been conducted to determine the effect of service quality and pricing fairness on consumer satisfaction and loyalty when it comes to restaurant services. This research conclusion provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness and service quality.

In the strategic management literature mission statements are said to be an inseparable part of corporate strategy. It has been argued that they have an impact on the performance of the organization, yet the evidence is unclear. This study is an investigation into the relationship between the financial success of hospitality enterprises and their mission statements. Mission statements of 30 top hospitality enterprises were evaluated. This sample is of significance as it represents some of the largest corporations, and about 200 of the largest brands in the hospitality industry. The mission statements were scored and these scores were tested for correlation with three financial performance indicators. The results indicated that while there was a statistically significant correlation between the mission statements and the annual turnover, there was no significant correlation with the net profit margin or the return on equity. The article concludes by considering how firms may improve their performance by better managing their mission statements.

Purpose: The COVID-19 crisis has affected almost all the global sectors. The hotel industry, however, was hit hardest challenging the leadership. This study, therefore, attempts to explore the challenges hospitality leadership in India face to navigate the crisis. The study additionally addresses how leaders manage the expectations of key stakeholders; communicate hard decisions with employees, pursue strategies for revival and explores the role of technology to survive the crisis.Design/methodology/approach: The study adopts a qualitative approach involving structured interviews with 16 senior hospitality leaders consisting of CEO, vice president, general managers, directors, entrepreneur and general managers from various organisations like hotels, restaurant chains, food services and facilities management services. Data were content analysed involving coding techniques.Findings: The leadership challenges included making customers and employees feel safe, optimising operations, agility and resilience of leaders, maintaining a balance between stakeholders, managing employee stress and ensuring cash reserves. The study found that leaders manage the expectation of various stakeholders by maintaining balance, demonstrating empathy and agility. The hard decisions are communicated with the employees through involvement, empathy and alleviating stress.Research limitations/implications: The study contributes by identifying twelve themes from the participants' responses under five major themes-labelled as leadership challenges, managing stakeholders, communicating with the employees, the role of technology and best practices of surviving the crisis. Future research can be conducted on such sub-themes in different countries.Practical implications: As the tourism industry in India is recovering after the second wave, the governments along with all stakeholders, must launch special events for promoting the tourism sector. Safety measures like making vaccination certificates for all tourists and employees of the tourism sector should be made mandatory. Further, special certification following the COVID-19 protocol needs to be introduced for hotels and catering establishments. A fund generated from the sector's direct tax contribution needs to be established to support the employees.Social implications: The study has several social implications. The study results can unite all industry stakeholders to shape the post-pandemic era through collaboration. Empathetic leadership can take the industry out of chaos by balancing the interests of the various stakeholders of society. The pandemic has proven that we all are vulnerable to risks and challenges; leaders have a vital role in taking proactive steps to ensure that such uncertainties do not cause unprecedented damage.Originality/value: This study expanded the research on the hospitality leadership challenges in managing crises in the backdrop of the crisis caused by COVID-19 pandemic. The conceptual model, variables, themes and sub-themes utilised are original contributions to the hospitality literature.

Purpose: The objective of this study is to examine how customer happiness at five-star hotels is impacted by the quality of the F&B they receive and the services they receive, which in turn affects retention. Design/methodology/approach: A convenience sampling strategy was utilized to distribute a self-administrated survey to 386 guests who used the F&B services of five-star hotels in Delhi-NCR. The model and study's hypotheses were evaluated in this study using a structural assessment modelling methodology, with AMOS 20.0 serving as the evaluation tool. Findings: The outcomes of the study show that CS and its impact on customer retention are significantly and favorably influenced by quality of the cuisine and beverages, as good as the service. Theoretical framework: This study recognizes the magnitude of numerous customer satisfaction metrics from a managerial perspective to predict customer retention or re- purchase plans in the standpoint of a five-star eatery in Delhi. Managers should use this to assess their performance and gain a better grasp of the standard of F&B services. Research Implications: Since the current study was restricted to the capital city of India and because the responses may have been subjective, it cannot be said to be completely conclusive. The study shows, from a practitioner's perspective, that the F&B services departments of five-star hotels in New Delhi, India, have performed notably well in terms of the quality of their services and to categorize the regions of difference in provision and F&B product quality. Originality/Value: This study fills a research gap on customers' opinions on the provision of food and beverages in the food and beverage division of five-star hotels. It also advances knowledge of visitors' expectations and perceptions of the value of the F&B services.

Hotel classification systems are used to convey information about facilities and services. Yet, they have been prone to criticism for overemphasizing facilities at the expense of other matters of importance to service quality. In contrast, online travel agents (OTAs) use innovative methods to evaluate satisfaction with hotels. Conventional systems will lose relevance if they do not step up to consider service aspects associated with customer satisfaction. This chapter probes five hotel classification systems along with one OTA and leverages the literature to propose an improved framework classification. This is based on nine critical areas that include service quality, infrastructure, facilities and services, human resources, sustainability, safety and security, accessibility, quality systems, and online hotel ratings.

Hotel Classification Systems : A Case Study