Investigating the effect of a hotel's physical environment on customers' pleasure, satisfaction, loyalty and behavioural intentions: A conceptual framework

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dc.contributor.authorSuwanamas, Chayuth
dc.contributor.authorTrimetsoontorn, Jirasek
dc.contributor.authorFongsuwan, Wanno
dc.date.accessioned2026-08-06T10:10:45Z
dc.date.available2026-08-06T10:10:45Z
dc.date.issued2015-01-01
dc.description.abstractCustomer experience is important for service providers in the hospitality and tourism industry. Research on customer experience broadly focuses on customer cognitions as an effect of customers' experiences and customers' experiences developed with the delivery of quality services. However, there is a lack of research considering a holistic view of customer experience considering emotions as a central element. Therefore, this paper aims to propose a framework to assess the influence of the physical environment on customers' pleasure, satisfaction, loyalty, and behavioural intentions. This framework will focus on atmospheric experiences of the visitors that affect their feelings and emotions at a luxury hotel and is based on Mehrabian and Russell's (1974) Stimulus Organism Response framework. The model is proposed to be tested across the hospitality and tourism industry by adopting a questionnaire based on literature review. Suggestions for managers and scholars are also given on implementing the core concepts of the model.
dc.identifier.citationJournal for Global Business Advancement, 8(3), 283-304, 2015
dc.identifier.doi10.1504/JGBA.2015.071356
dc.identifier.issn1746966X
dc.identifier.other2-s2.0-84940367506
dc.identifier.urihttps://dspace.kmitl.ac.th/handle/123456789/6024
dc.sourceJournal for Global Business Advancement
dc.subjectBehavioural intentions
dc.subjectCustomer satisfaction
dc.subjectLoyalty
dc.subjectPhysical environment
dc.subjectPleasure
dc.titleInvestigating the effect of a hotel's physical environment on customers' pleasure, satisfaction, loyalty and behavioural intentions: A conceptual framework
dc.typeArticle

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