Evolving food servicescape under post COVID-19 new normal conditions: empirical evidence from Sri Lankan restaurant industry
by Shamila Wijesundara; Chaturi Danthanarayana; Ruwan Ranasinghe; Piyumi Perera; Asanka Bandara; Namal Gangananda; Shashika Pattiyagedara; Nipuni Fernando
International Journal of Tourism Anthropology (IJTA), Vol. 9, No. 1, 2022

Abstract: Global food service industry has tremendously been challenged due to evolving conditions of COVID 19 pandemic. Under new normal condition, servicescape gets greater sentience from potential customers in search of risk-free dining. This study aims at exploring the evolving servicescape of Sri Lankan restaurant industry. A series of in-depth interviews with restaurant operators were conducted and thematic analysis was used to analyse qualitative data. A wide gap between challenges and measures taken was evident. Regaining the faded customer trust and continuing operations under restrictions were threatening. The study recommends exclusive and realistic approaches to advance the evolving servicescape of restaurants.

Online publication date: Wed, 04-Jan-2023

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