Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants
Abstract
:1. Introduction
2. Literature Review
2.1. Mehrabian–Russell Model
2.2. Employee Performance
2.3. Relationship between Physical Environment and Employee Performance and Emotions
2.4. Relationships among Customer Emotions, Satisfaction, and Behavioral Intentions
2.5. Relationship between Arousal and Pleasure
3. Methodology
3.1. Instruments
3.2. Data Collection
4. Data Analysis and Results
4.1. Demographic Profile of Respondents
4.2. Measurement Model
4.3. Structural Equation Modeling
5. Discussions and Implications
6. Limitations and Future Research
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
References
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Construct and Items | StandardizedLoading a |
---|---|
Physical Environment | |
Wall décor is visually appealing. | 0.81 |
Furniture is of high quality (e.g., chairs and dining tables). | 0.8 |
Pictures and paintings are attractive. | 0.73 |
Plaints/flowers make me feel happy. | 0.68 |
Colors used make me feel warm. | 0.74 |
Lighting makes me feel welcome. | 0.51 |
The table setting is visually attractive. | 0.63 |
Employee Performance | |
Employees serve me at the time promised. | 0.77 |
Employees quickly correct anything that is wrong. | 0.77 |
Employees provide prompt and quick service. | 0.77 |
Employees can answer my questions completely. | 0.74 |
Employees make me feel comfortable and confident in dealing with them. | 0.79 |
Employees anticipate my individual needs and wants. | 0.76 |
Employees seem to have the customers’ best interests at heart. | 0.82 |
Arousal | |
Entertained | 0.77 |
Excited | 0.88 |
Surprised | 0.86 |
Pleasure | |
Happy | 0.81 |
Pleased | 0.92 |
Cheerful | 0.89 |
Delighted | 0.87 |
Customer Satisfaction | |
I am very satisfied with the overall service at this restaurant. | 0.91 |
I have really enjoyed myself at this restaurant. | 0.9 |
Behavioral Intentions | |
I would like to come back to this restaurant in the future. | 0.97 |
I would recommend this restaurant to my friends or others. | 0.96 |
Mean (SD) | AVE | (1) | (2) | (3) | (4) | (5) | (6) | |
---|---|---|---|---|---|---|---|---|
(1) Physical Environment | 5.76 (0.53) | 0.5 | 0.87 a | 0.51 b | 0.58 | 0.59 | 0.65 | 0.59 |
(2) Employee Performance | 5.98 (0.62) | 0.6 | 0.26 c | 0.91 | 0.73 | 0.62 | 0.88 | 0.63 |
(3) Pleasure | 6.06 (0.63) | 0.76 | 0.34 | 0.53 | 0.93 | 0.74 | 0.84 | 0.7 |
(4) Arousal | 5.42 (0.96) | 0.71 | 0.34 | 0.38 | 0.55 | 0.88 | 0.69 | 0.54 |
(5) Customer Satisfaction | 6.16 (0.64) | 0.82 | 0.43 | 0.78 | 0.69 | 0.48 | 0.9 | 0.8 |
(6) Behavioral Intentions | 6.35 (0.71) | 0.93 | 0.35 | 0.39 | 0.49 | 0.29 | 0.65 | 0.96 |
Dependent Variables | Independent Variables | ||||
---|---|---|---|---|---|
Physical Environment | Employee Performance | Arousal | Pleasure | Customer Satisfaction | |
Arousal | 0.46 a (0.46 b, 0 c) | 0.31 (0.31, 0) | - | - | - |
Pleasure | 0.44 (0.29, 0.15) | 0.46 (0.36, 0.10) | 0.32 (0.32, 0) | - | - |
Customer satisfaction | 0.40 (0, 0.40) | 0.39 (0, 0.39) | 0.14 (0.14, 0) | 0.76 (0.76, 0) | - |
Behavioral intentions | 0.29 (0, 0.29) | 0.29 (0, 0.29) | 0.35 (0.07, 0.28) | 0.70 (0.14, 0.56) | 0.74 (0.74, 0) |
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Ryu, K.; Kim, H.J.; Lee, H.; Kwon, B. Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants. Sustainability 2021, 13, 9549. https://doi.org/10.3390/su13179549
Ryu K, Kim HJ, Lee H, Kwon B. Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants. Sustainability. 2021; 13(17):9549. https://doi.org/10.3390/su13179549
Chicago/Turabian StyleRyu, Kisang, Hyun Jeong Kim, Hwangyu Lee, and Bongheon Kwon. 2021. "Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants" Sustainability 13, no. 17: 9549. https://doi.org/10.3390/su13179549
APA StyleRyu, K., Kim, H. J., Lee, H., & Kwon, B. (2021). Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants. Sustainability, 13(17), 9549. https://doi.org/10.3390/su13179549