Comfortable seating: The influence of seating comfort and acoustic comfort on customers’ experience of hospitality in a self-service restaurant

Ruth Pijls-Hoekstra, Mirjam Galetzka, Brenda H. Groen, Adriaan T.H. Pruyn

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Abstract

Does comfort in a restaurant influence people's experienced hospitality? Effects of seating comfort and acoustic comfort on the experience of hospitality were examined by means of a 2 x 2 between subjects experiment among 262 customers of a self-service restaurant, using the EH-scale measuring the experiential factors care, comfort and inviting. In line with theory on embodiment, MANOVA and mediation analysis showed that comfortable seating positively influences mental comfort, which subsequently increases the experience of hospitality (comfort factor). Extra ambient sound (acoustic discomfort) cancels out this effect. Also, people's desire to sit matters: people with a low desire to sit interpret comfortable seats as more caring instead of comfort. Regarding the discussion on (dis)comfort: seating comfort, not discomfort, accounted for the effects. Altogether, the hospitality experienced in a restaurant may be enhanced by offering comfortable seats, making customers feel more comfortable, physically and mentally.
Original languageEnglish
Article number102902
JournalApplied ergonomics
Volume81
Early online date19 Jul 2019
DOIs
Publication statusPublished - 1 Nov 2019

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Restaurants
Seats
Acoustics
acoustics
customer
experience
Acoustic waves
mediation
Experiments
experiment

Keywords

  • Comfort
  • Seating
  • Hospitality
  • Embodiment
  • Service environment

Cite this

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Comfortable seating: The influence of seating comfort and acoustic comfort on customers’ experience of hospitality in a self-service restaurant. / Pijls-Hoekstra, Ruth ; Galetzka, Mirjam ; Groen, Brenda H.; Pruyn, Adriaan T.H.

In: Applied ergonomics, Vol. 81, 102902, 01.11.2019.

Research output: Contribution to journalArticleAcademicpeer-review

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