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Influence of restaurants' physical environments on emotion and behavioral intention

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  • Kisang Ryu
  • Soocheong Jang

Abstract

Modifying the Mehrabian--Russell model, this study proposed a conceptual model to explore how customers' perceptions of dining environments influence emotion and behavioral intention (BI) in the upscale restaurant setting. Using a structural equation modeling analysis, this study showed that facility aesthetics, ambience, and layout as dining environments had significant effects on the degree of customer pleasure, while facility aesthetics and employees significantly influenced the level of arousal. In addition, the results indicated that facility aesthetics and employees among physical environments had direct influences on BIs. Among customer emotions, pleasure was a significant determinant of BIs. Finally, the interdependence between pleasure and arousal was supported. The implications for restaurateurs and academic researchers are discussed.

Suggested Citation

  • Kisang Ryu & Soocheong Jang, 2008. "Influence of restaurants' physical environments on emotion and behavioral intention," The Service Industries Journal, Taylor & Francis Journals, vol. 28(8), pages 1151-1165, October.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:8:p:1151-1165
    DOI: 10.1080/02642060802188023
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    Cited by:

    1. Manar Ibraheem & Nadine Tournois, 2018. "Influence of service environment on client loyalty in luxury hotels: A test of the cognition-emotion approach," Post-Print hal-02054852, HAL.
    2. Huang, Yu-Ying, 2012. "Service backstage visibility and the corresponding perceived values in the process of service delivery," Australasian marketing journal, Elsevier, vol. 20(4), pages 275-281.
    3. Shin-Yi Lin & Chia-Chi Chang, 2020. "Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services," Sustainability, MDPI, vol. 12(3), pages 1-14, January.
    4. Jongsik Yu & Antonio Ariza-Montes & Felipe Hernández-Perlines & Alejandro Vega-Muñoz & Heesup Han, 2020. "Hotels’ Eco-Friendly Physical Environment as Nature-Based Solutions for Decreasing Burnout and Increasing Job Satisfaction and Performance," IJERPH, MDPI, vol. 17(17), pages 1-17, September.
    5. Hsi-Tien Chen & Yun-Tsan Lin, 2018. "A study of the relationships among sensory experience, emotion, and buying behavior in coffeehouse chains," Service Business, Springer;Pan-Pacific Business Association, vol. 12(3), pages 551-573, September.
    6. Elliot, Esi Abbam & Cherian, Joseph & Casakin, Hernan, 2013. "Cultural metaphors: Enhancing consumer pleasure in ethnic servicescapes," Journal of Business Research, Elsevier, vol. 66(8), pages 1004-1012.
    7. Demoulin, Nathalie T.M., 2011. "Music congruency in a service setting: The mediating role of emotional and cognitive responses," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 10-18.
    8. Noppamash Suvachart, 2019. "An exploratory study into consumers? perspective for establishing price strategies that maintaining consumers' good will," Proceedings of Economics and Finance Conferences 9511633, International Institute of Social and Economic Sciences.
    9. Horng, Jeou-Shyan & Chou, Sheng-Fang & Liu, Chih-Hsing & Tsai, Chang-Yen, 2013. "Creativity, aesthetics and eco-friendliness: A physical dining environment design synthetic assessment model of innovative restaurants," Tourism Management, Elsevier, vol. 36(C), pages 15-25.
    10. Huifeng Pan & Hong-Youl Ha, 2021. "Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(17), pages 1-16, August.
    11. Eliane Schreuder & Jan van Erp & Alexander Toet & Victor L. Kallen, 2016. "Emotional Responses to Multisensory Environmental Stimuli," SAGE Open, , vol. 6(1), pages 21582440166, February.
    12. Yingxue Xia & Hong-Youl Ha, 2021. "Does Customer Orientation Matter? Direct and Indirect Effects in a Service Quality-Sustainable Restaurant Satisfaction Framework in China," Sustainability, MDPI, vol. 13(3), pages 1-16, January.

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