DEFINITION OF TERMS

Availability Suitable of being used or services at hand that readily obtainable having sufficient efficacy.

Bar. Also known as a pub or club, is a retail business establishment that serves alcoholic beverages and
offer entertainment or live music are often referred to as "music bars", "live venues", or "nightclubs"

Customer Expectations are created in the minds of customers based upon their individual experiences
and what they have learned, combined with their pre-existing experience and knowledge.

Customer Perception. is how customers feel about your product and brand. It's an opinion that they've
formed through every interaction they've had with your company, both direct and indirect.

Hotel Stars. are a rating system that evaluates the features and amenities available at a hotel to help
guests choose the best hotel for their stay and budget.
Bowen, J.T. , and S.L. Chen. 2001. The relationship between customer loyalty and customer satisfaction.
International Journal of Contemporary Hospitality Management 13:213-17.

Heide, M. , K. Grønhaug , and K. Laerdal. 2008. Development of an instrument for measuring consumers'
perception of atmosphere. Advances in Consumer Research 35:945-947.

Denizci Guillet, B. and Law, R. (2010), "Analyzing hotel star ratings on third‐party distribution websites",
International Journal of Contemporary Hospitality Management, Vol. 22 No. 6, pp. 797-813.
https://doi.org/10.1108/09596111011063098

Tsao, W.-C. (2018), "Star power: the effect of star rating on service recovery in the hotel industry",
International Journal of Contemporary Hospitality Management, Vol. 30 No. 2, pp. 1092-1111.
https://doi.org/10.1108/IJCHM-05-2016-0247

Besser, A., Zeigler-Hill, V., Weinberg, M., Pincus, A. L. (2016). Do great expectations lead to great
disappointments? Pathological narcissism and the evaluation of vacation experiences. Personality and
Individual Differences, 89, 75-79. doi:10.1016/j.paid.2015.10.003

Winlow Simon, Hobbs Dick, Lister Stuart, Hadfield Philip ( 01,June 2001 ). Get Ready to Duck. Bouncers
and the Realities of Ethnographic Research on Violent Groups . The British Journal of Criminology,
Volume 41, Issue 3, 1 June 2001, Pages 536–548, https://doi.org/10.1093/bjc/41.3.536

Reingle Jennifer MS,. Thombs Dennis L.,PhD, Weiler Robert M,. PhD, Dodd Virginia J,.PhD,Ryan ,O'Mara
MS &Pokorny Steven B. PhD,. ( 07, August 2010 ) An Exploratory Study of Bar and Nightclub
Expectancies. Journal of American College Health. Volume 57, 2009 - Issue 6
https://doi.org/10.3200/JACH.57.6.629-638

Jayne M. , Holloway S. and Valentine G. ( 2006) Drunk and disorderly: Alcohol, urban life and public
space . Progress in Human Geography 30(4): 451-68.

Marquizo, Adriana B., ( 9, January 2015 ) .The Effect of Smoke-Free Air Law in Bars on Smoking Initiation
and Relapse among Teenagers and Young Adults. Int. J. Environ. Res. Public Health 2015, 12(1), 504-520;
https://doi.org/10.3390/ijerph120100504

Valarie Zeithaml A.,Parasuraman, Leonard L. Berry, Leonard L.. Berry Simon and Schuster.
( 1990 ).Delivering Quality Service: Balancing Customer Perceptions and Expectations. Business &
Economics - 226 pages

Olshavsky, Richard W. and Miller, John A. (1972), “Consumer Expectations, Product Performance, and
Perceived Product Quality,” Journal of Marketing Research, 9 (February), 19–21.