New or repeat customers: How does physical environment influence their restaurant experience?

Ryu, Kisang; Han, Heesup

doi:10.1016/j.ijhm.2010.11.004

Cited by 352 publications

(270 citation statements)

References 107 publications

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“…In parallel with the utilized researches (Ryu and Jang, 2008a;Kim and Moon, 2009), these three dimensions are significant for our sample and country. In addition to main researches which lead us with their scales, the findings also support another related researches while handling the subject with these three dimensions (Baker, 1987;Wakefield and Blodgett, 1994;Cobe, 2007;Ryu, and Jang, 2007;Ryu and Han, 2011). Based on our research, electronic equipment, which is a dimension of servicescape, is not related to revisit intention, contrarily to Kim and Moon (2009).…”

Section: Conclusion and Discussionsupporting

confidence: 81%

“…Besides, hedonic and pleasure needs of customers are met through a well-established layout (Wakefield and Blodgett, 1994). Consumers level of excitements and perceived quality are affected by layout decisions, directly and revisit intentions, indirectly (Ryu and Han, 2011). For example, music can increase sales or scent can change consumers' moods or feelings etc.…”

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confidence: 99%

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Which Physical Environment Dimensions Really Affect People In Restaurants?

Alan¹

2017

The European Proceedings of Social and Behavioural Sciences

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Physical environment is an important subject in the literature to analyze restaurant visiting behaviors of consumers. There are different studies, discribings, scales, and different dimensions and items of these scales to understand how physical environment influences consumers' behaviors. In the present study, two of these scales, named SERVICESCAPE and DINESCAPE, were used with a holistic view and correct dimensions and items of them were determined. This holistic questionnaire was applied to 204 people from Istanbul and Kocaeli, Turkey, who dine out in these cities. The data gathered from these surveys in April,2017 was analyzed through the SPSS statistical packaged software. Exploratory Factor Analysis, Reliabiliry Analysis and Regression Analysis were carried out in this process. Results show that facility aesthetics, ambient conditions and layout from the physical environment dimensions are positively related to revisit intention; electronic equipment and facility aesthetics, on the other hand, are not positively related to revisit intention. Managerial implications and suggestions for future researches were given.

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Section: Conclusion and Discussionsupporting

confidence: 81%

mentioning

confidence: 99%

Which Physical Environment Dimensions Really Affect People In Restaurants?

Alan¹

2017

The European Proceedings of Social and Behavioural Sciences

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“…Some previous research findings have also revealed that physical environment influences not only users' evaluations of service quality but also their behavioral responses (Berry & Wall, 2007; Jang & Namkung) and that customer satisfaction is a significant predictor of behavioral intention (Ryu & Han, 2011). Therefore, from the literature, the following hypotheses were drawn: H1a-H1b: There is a direct relationship between attractiveness and a) service quality and b) customer satisfaction.…”

Section: Servicescape Dimensionsmentioning

confidence: 97%

Effects of Servicescape on Perceived Service Quality, Satisfaction and Behavioral Outcomes in Public Service Facilities

Lee

Kim

2014

Journal of Asian Architecture and Building Engineering

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The identification of significant factors affecting the behaviors of customers and occupants of physical environments and assessing their importance are imperative for effective architectural planning and design. This study investigated the effects of servicescape on perceived service quality and behavioral intention. The four main factors of servicescape selected for this study were attractiveness, cleanliness, layout, and comfort; the two perception indicators were service quality and satisfaction; and the behavioral outcome measures were loyalty and public service facility revisit intentions. A total of 594 questionnaires were collected from the users of five public service facilities located in Seoul, Korea. SPSS 18 and Lisrel 8.54, confirmatory factor analysis, and structural equation modeling (SEM) were used to test hypotheses.The results revealed that cleanliness had a significantly direct impact on users' satisfaction and an indirect impact on loyalty and reuse in public service facilities. Easy layout (easy access) was also found to be an essential factor for service quality and satisfaction. The findings also support the positive effects of comfort on perceived service quality and satisfaction. Although attractiveness was expected to be an indicator, the results failed to support a relationship between attractiveness and service quality or satisfaction.

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“…In their study of Chinese tourists' evaluation of their travel dining experiences, Chang et al (2011) identified six attributes affecting the evaluation of travel dining experiences: tourists' own food culture (flavour and cooking method), the contextual factor of the dining experience (authenticity and experiential factor), variety and diversity of food (variety of dishes and diversity of meal arrangement), perception of the destination (gastronomic identity and expected service level), service encounter (pleasure of being served and service speed) and tour guides' performance (interpretation and facilitation). Ryu and Han (2011) found that aspects such as facility aesthetics, lighting, layout and service staff significantly influenced experiences in restaurants while Su (2011) emphasised the influence of service innovation on satisfied restaurant experiences. The aforementioned factors highlight the increasing importance of the travel retail and dining experiences to the overall travel experience.…”

Section: Literature Reviewmentioning

confidence: 99%

Managing visitors’ dining and retail experiences in South African national parks

Kruger

Saayman

Slabbert

2015

SAJBM

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In the light of the issue of declining government funding of South African National Parks (SANParks), as well as the negative influence of the poor service levels in shops, restaurants and eating facilities in these parks on visitor spending, SANParks needs to improve the retail and dining experiences at these facilities. This research attempts to provide guidelines for SANParks management in addressing these issues, by determining visitors’ retail and dining preferences and the relationship between these constructs. Quantitative research was conducted in 2011 using a web-based survey on the SANParks’ official website for two months (1st October – 30th November). This method resulted in obtaining 5 464 usable responses for the study. Factor analyses identified three relevant dining experience factors: Quality, Variety and value and Nature ambience and four retail experience factors: Goods and services, Pricing (consisting of two separate constructs: Expensive shops and Pay more inside Park) and Quality. To the best of the authors’ knowledge, this was the first time that research was conducted with regard to addressing visitors’ retail and dining preferences at any South African national park, thereby contributing significantly to literature regarding visitor experiences in a nature-based context.

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New or repeat customers: How does physical environment influence their restaurant experience?

Cited by 352 publications

References 107 publications

Which Physical Environment Dimensions Really Affect People In Restaurants?

Which Physical Environment Dimensions Really Affect People In Restaurants?

Effects of Servicescape on Perceived Service Quality, Satisfaction and Behavioral Outcomes in Public Service Facilities

Managing visitors’ dining and retail experiences in South African national parks

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