Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction

By I. Lin, Anna S. Mattila. 2010

344 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/52dbeaf789326a8f5897f9337ceafc6c1172a2f4

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Heesup Han
2. Hailin Qu
3. M. Gallarza
4. Hyoungeun Moon
5. Haejin Yoon
6. Jahyun Song
7. L. Andreu
8. Kevin Kam Fung So

In Organizational Behavior and Human Resource Management

1. Heesup Han
2. Hailin Qu
3. M. Gallarza
4. Anil Bilgihan
5. Jahyun Song
6. L. Andreu
7. Hyoungeun Moon
8. Haejin Yoon

Citations in the corpus

• The mediating role of consumption emotions (2017, background): “In this regard, researchers in the hospitality field have paid attention to consumption emotions (Bigné et al., 2008; Han and Jeong, 2013; Lin and Mattila, 2010).”
• Role of Airport Physical Environments in the Satisfaction Generation Process: Mediating the Impact of Traveller Emotion (2016, background): “In other studies of restaurants, physical environments such as layout, design, and interior were shown as decisive factors on emotions (Lin & Mattila, 2010).”
• Authenticity, Quality, and Loyalty: Local Food and Sustainable Tourism Experience (2019, background): “Lin and Mattila also found that the physical environment and service quality have direct positive influence on dining satisfaction [68].”
• Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions (2019, background): “box, wrapping) affecting consumer-purchasing decision (Lin and Mattila, 2010).”
• What Makes Airbnb Experiences Enjoyable? The Effects of Environmental Stimuli on Perceived Enjoyment and Repurchase Intention (2020, background): “In theorizing the S-O-R linkage, research shows that pleasure is a powerful determinant of approach–avoidance behaviors in many service settings, such as hotels and restaurants (Jani and Han 2015; I. Y. Lin and Mattila 2010).”
• The Impact of Servicescape Cues on Consumer Prepurchase Authenticity Assessment and Patronage Intentions to Ethnic Restaurants (2015, background): “Second, the dining context has been used extensively by hospitality researchers to examine the impact of the servicescape (e.g., Ha & Jang, 2010; Jang et al., 2011; Lin & Mattila, 2010; Namasivayam & Mattila, 2007; Spielmann et al., 2012).”
• Effect of eWOM stimuli and eWOM response on perceived service quality and online recommendation (2020, methodology): “Satisfied customers exhibit their willingness to recommend the hotel (Lin & Mattila, 2010) to others.”
• Emotions and visitors’ satisfaction at a museum (2014, background): “That said, our findings confirm that a better servicescape is not an option for management, but a substantial aspect to inspire visitors’ emotions to elicit them in a positive way as much as possible (Andreu et al., 2006; Lin and Mattila, 2010) and to improve service quality (Hooper et al.”