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Ambience and Word of Mouth Recommendation: Evaluating the Effects of Ambience Dimensions on Emotions, Customer Satisfaction, and Word of Mouth Recommendation in Coffee Shops  

Lee, Sang-Hyeop (Sunway University)
Chua, Bee Lia (Universitiy, Putra Malaysia)
Lee, Jong-Ho (Dept. of Foodservice Management, Kyungsung University)
Publication Information
Culinary science and hospitality research / v.20, no.5, 2014 , pp. 106-110 More about this Journal
Abstract
Little is known about the impact of ambience on customers' emotions, satisfaction, and word of mouth recommendation within the context of coffee shops. This study examined the relationships among ambience, emotions, customer satisfaction, and word of mouth recommendation in a coffee shop setting. A total of 303 visitors at 5 coffee shops in a Southwestern state in the U.S. completed questionnaires. Utilizing a structural equation modeling technique, this study demonstrated that ambience significantly influenced emotions and customer satisfaction. In addition, emotions significantly affected customer satisfaction and word of mouth recommendation.
Keywords
Ambience; Customer Satisfaction; Emotions; Word of Mouth Recommendation;
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