Tourism creates opportunities for entrepreneurship and provides millions of jobs worldwide and countless other things through its multiplier effects on related sectors such as trade, manufacturing, construction and agriculture (Rusu, Isac, & Cureteanu, 2014, p. 1). The hospitality industry can be divided into two categories: entertainment and accommodation. Accommodation in the form of tourist resorts, hotels, guesthouses, inns, motels and campgrounds. Entertainment category includes clubs, restaurants and fast food restaurants (Rusu, Isac, & Cureteanu, 2014, p. 2).
For self-employment generation an entrepreneurial career in the hospitality sector, particularly in case of hotels and restaurants, is important. To be successful in such a career, satisfying and retaining customers is essential. This calls for proper understanding of customers’ perspectives (Barman, Goswami, & Sarmah, 2017, p. 33).…
