Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants
This study explored the structural relationships among the physical environment, employee performance, and diners’ emotional states, satisfaction, and behavioral intentions, applying the Mehrabian–Russell’s theoretical framework in upscale restaurants. Empirical data were collected from 275 upscale...
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MDPI AG
2021-08-01
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| Series: | Sustainability |
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| Online Access: | https://www.mdpi.com/2071-1050/13/17/9549 |
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doaj-cea8284a1046470ab37bcbe8e39aab092021-09-09T13:57:27ZengMDPI AGSustainability2071-10502021-08-01139549954910.3390/su13179549Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale RestaurantsKisang Ryu0Hyun Jeong Kim1Hwangyu Lee2Bongheon Kwon3The College of Hospitality and Tourism Management, Sejong University, Seoul 05006, KoreaSchool of Hospitality Business Management, Carson College of Business, Washington State University, Pullman, WA 99164, USALaw School, Yeungnam University, Gyeongsan 38541, KoreaDepartment of Tourism, Baekseok University, Chungnam 31065, KoreaThis study explored the structural relationships among the physical environment, employee performance, and diners’ emotional states, satisfaction, and behavioral intentions, applying the Mehrabian–Russell’s theoretical framework in upscale restaurants. Empirical data were collected from 275 upscale restaurant patrons. The results showed that both intangible (employee service) and tangible (physical environment) factors have significant impacts on diners’ emotional responses (pleasure and arousal), and these emotional responses affect customer satisfaction and behavioral intentions. This study found that the physical environment exerted a greater impact on arousal than employee behavior while employee behavior had a greater impact on pleasure than physical environment. In addition, arousal was found to have a positive influence on pleasure. We discussed managerial and theoretical implications based on these findings.https://www.mdpi.com/2071-1050/13/17/9549physical environmentemployee performancearousalpleasureupscale restaurant |
| collection |
DOAJ |
| language |
English |
| format |
Article |
| sources |
DOAJ |
| author |
Kisang Ryu Hyun Jeong Kim Hwangyu Lee Bongheon Kwon |
| spellingShingle |
Kisang Ryu Hyun Jeong Kim Hwangyu Lee Bongheon Kwon Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants Sustainability physical environment employee performance arousal pleasure upscale restaurant |
| author_facet |
Kisang Ryu Hyun Jeong Kim Hwangyu Lee Bongheon Kwon |
| author_sort |
Kisang Ryu |
| title |
Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants |
| title_short |
Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants |
| title_full |
Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants |
| title_fullStr |
Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants |
| title_full_unstemmed |
Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants |
| title_sort |
relative effects of physical environment and employee performance on customers’ emotions, satisfaction, and behavioral intentions in upscale restaurants |
| publisher |
MDPI AG |
| series |
Sustainability |
| issn |
2071-1050 |
| publishDate |
2021-08-01 |
| description |
This study explored the structural relationships among the physical environment, employee performance, and diners’ emotional states, satisfaction, and behavioral intentions, applying the Mehrabian–Russell’s theoretical framework in upscale restaurants. Empirical data were collected from 275 upscale restaurant patrons. The results showed that both intangible (employee service) and tangible (physical environment) factors have significant impacts on diners’ emotional responses (pleasure and arousal), and these emotional responses affect customer satisfaction and behavioral intentions. This study found that the physical environment exerted a greater impact on arousal than employee behavior while employee behavior had a greater impact on pleasure than physical environment. In addition, arousal was found to have a positive influence on pleasure. We discussed managerial and theoretical implications based on these findings. |
| topic |
physical environment employee performance arousal pleasure upscale restaurant |
| url |
https://www.mdpi.com/2071-1050/13/17/9549 |
| work_keys_str_mv |
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