The effect of Jaycustomer misbehaviour on the Mehrabian-Russell Model

DOI

https://doi.org/10.2991/icoi-17.2017.60How to use a DOI?

Keywords

Mehrabian-Russell Model; Atmospherics, Emotional Response, Behavioural Intention, Themed Restaurant, Jaycustomer

Abstract

While the Mehrabian-Russell model has been widely discussed in service research, no attempt has been made to identify moderating factors for this model. The current study provides a more comprehensive view in an attempt to explore the impact of an exogenous variable on the model. A personally administered questionnaire was designed for patrons of themed restaurants. Overall, 265 responses were collected and used in this study. As expected, customers' emotional responses mediate the relationship between atmosphere and customers' behavioural intentions. Although this study cannot prove that jaycustomer misbehaviours have a negative moderating effect on the model, it is still possible to produce some interesting arguments.

Open Access

This is an open access article distributed under the CC BY-NC license.

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TY  - CONF
AU  - Hao-Te Lu
AU  - Pi-Yueh Cheng
AU  - Yi-Chou Wang
PY  - 2017/07
DA  - 2017/07
TI  - The effect of Jaycustomer misbehaviour on the Mehrabian-Russell Model
BT  - 2017 International Conference on Organizational Innovation (ICOI 2017)
PB  - Atlantis Press
SP  - 346
EP  - 353
SN  - 1951-6851
UR  - https://doi.org/10.2991/icoi-17.2017.60
DO  - https://doi.org/10.2991/icoi-17.2017.60
ID  - Lu2017/07
ER  -