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- W2078201769 endingPage "611" @default.
- W2078201769 startingPage "599" @default.
- W2078201769 abstract "This study proposed a conceptual model to examine how customers’ perceptions of the physical environment influenced disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and service staff had significant effects on disconfirmation. Moreover, disconfirmation exerted a direct influence on customer satisfaction and customer loyalty. Customer satisfaction also positively influenced customer loyalty. Finally, the impacts of facility aesthetics, lighting, table settings, and service staff on disconfirmation significantly differed between first-time customers and repeat customers. More specifically, facility aesthetics, lighting, and service staff were significant predictors of both first timers’ and repeaters’ perceived disconfirmation, while layout and table settings were significant determinants of only repeat visitors’ perceived disconfirmation. The implications for academic researchers and marketing practitioners are discussed." @default.
- W2078201769 created "2016-06-24" @default.
- W2078201769 creator A5018971039 @default.
- W2078201769 creator A5060663003 @default.
- W2078201769 date "2011-09-01" @default.
- W2078201769 modified "2023-10-16" @default.
- W2078201769 title "New or repeat customers: How does physical environment influence their restaurant experience?" @default.
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