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

摘要: Customer experience is important for service providers in the hospitality and tourism industry. Research on customer broadly focuses cognitions as an effect of customers' experiences developed with delivery quality services. However, there a lack research considering holistic view emotions central element. Therefore, this paper aims to propose framework assess influence physical environment pleasure, satisfaction, loyalty, behavioural intentions. This will focus atmospheric visitors that affect their feelings at luxury hotel based Mehrabian Russell's (1974) Stimulus Organism Response framework. The model proposed be tested across industry by adopting questionnaire literature review. Suggestions managers scholars are also given implementing core concepts model.