Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type

Abstract

This article explores the psychological processes by which the servicescape influences perceived service quality, pleasure-feeling, situational factor, and revisit intention. Drawing on Bitner's framework of environmental perception, the following questions are hypothesized: (1) Will the servicescape have a significant effect on customers’ perceived service quality and pleasure-feeling? (2) Do customers’ perceived service quality and pleasure-feeling positively influence revisit intention? (3) Does the situational factor, namely, the theme restaurant type have a moderation role among perceived service quality, pleasure-feeling, and revisit intention? The results emphasize that theme restaurant managers should seek an understanding of customers’ perception process in relation to emotion and cognition.