Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants

Kisang Ryu, Hyun Jeong Kim, Hwangyu Lee and Bongheon Kwon
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Kisang Ryu: The College of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea
Hyun Jeong Kim: School of Hospitality Business Management, Carson College of Business, Washington State University, Pullman, WA 99164, USA
Hwangyu Lee: Law School, Yeungnam University, Gyeongsan 38541, Korea
Bongheon Kwon: Department of Tourism, Baekseok University, Chungnam 31065, Korea

Sustainability, 2021, vol. 13, issue 17, 1-13

Abstract: 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.

Keywords: physical environment; employee performance; arousal; pleasure; upscale restaurant (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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