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The physical environment is considered to be one of the most important factors that attracts new customers and increases satisfaction from the dining experience. The purpose of this study is to understand if any of the physical environment dimensions such as ambiance, facility aesthetics, spatial layout, or service staff have positive effects on the customer experience in the upscale restaurant industry.The results of the present study revealed that facility aesthetics, ambiance, service staff and spatial layout of the restaurant affected the customers' experience. In addition, the "service staff" group of attributes was considered as the most important. Finally, implication for researchers and managers of restaurants were discussed along with limitations and recommendations for future studies.
About the author
Alexandra Shakhgaleyeva was born August 21, 1990 in Kazakhstan. She received the Bachelor of Science in Finance from University of International Business in Almaty, Kazakhstan and the Master of Science in International Hospitality Management from the Emirates Academy of Hospitality Management in Dubai, UAE.
