환경이 고객의 심리반응 및 행동의도에 미치는 영향

The Influence of the Physical Environment on the Emotional and Cognitive Responses, Behavioral Intention of Hotel Customers

This purpose of this research is to examine how various dimensions of physical environments, and determinant factors including renovation, influence customers’ psychological responses (especially emotional responses & cognitive responses) in the hotel service environment, and how these emotional responses & cognitive responses, in turn, influence customer behavior. The result of empirical research indicates that hotel physical environments have a significant effect on customers’ emotional and cognitive responses, and that these psychological experiences serve as crucial mediators in the hotel physical environment behavioral activity. Therefore, a conscious effort to raise the positive response to hotel physical environment is required, and it should, as a result maximize to the customer’s desire to revisit and promote word-of-mouth advertising.