Customer experience in upscale restaurant

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.