RESTRUCTURING THE PET-FRIENDLY SERVICESCAPE: A MULTIDIMENSIONAL ANALYSIS OF SERVICE GAPS

With the growth of the pet economy, pet-friendly dining has become an increasingly common service expectation rather than a niche offering. However, conflicts between pet owners and non-pet-owning customers remain widespread due to unresolved service gaps in restaurant environments. Drawing on Servicescape Theory and the Service Gap Model, we analyze the physical, social, and organizational challenges facing pet-friendly restaurants. By reviewing recent research, national thesis databases, and industry reports, we identify core operational failures in spatial zoning, sensory control, and policy communication. We then present an integrated restructuring framework designed to minimize customer friction, reduce frontline employee stress, and improve the overall dining experience for all patrons.