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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Kisang Ryu & Hyun Jeong Kim & Hwangyu Lee & Bongheon Kwon, 2021. "Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants," Sustainability, MDPI, vol. 13(17), pages 1-13, August.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:17:p:9549-:d:621479
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    References listed on IDEAS

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    2. Heesup Han & Taeyeon Eom & Hyunah Chung & Soyeun Lee & Hyungseo Bobby Ryu & Wansoo Kim, 2019. "Passenger Repurchase Behaviours in the Green Cruise Line Context: Exploring the Role of Quality, Image, and Physical Environment," Sustainability, MDPI, vol. 11(7), pages 1-15, April.
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    4. Jang, SooCheong (Shawn) & Namkung, Young, 2009. "Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants," Journal of Business Research, Elsevier, vol. 62(4), pages 451-460, April.
    5. Young Kyung Ryu & Jin-Woo Park, 2019. "Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport," Sustainability, MDPI, vol. 11(17), pages 1-11, August.
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    Cited by:

    1. Ryeojin Jang & Won Seok Lee & Joonho Moon, 2023. "Determinants of Attitude and the Intention to Stay of Employees in Low-Cost Carriers: Using Justice Theory," Sustainability, MDPI, vol. 15(11), pages 1-13, May.
    2. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    3. Jung Woo Han & Seng Kiat Kok & Robert McClelland, 2023. "The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(6), pages 3006-3019, November.

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