The effects of café servicescape on employee job satisfaction-centered on social interaction, job experience and emotional experience: A study in Vietnam

Abstract

The present study explores the impacts of servicescape on its users - service employees in the café setting. The centrality of this study is to investigate the effects of café servicescape characteristics on job experience, employee-to-customer interaction (ECI), employee inner emotion and their relationship toward job satisfaction. The researchers administered a survey to 185 coffee shops with approximately 608 employees of the three largest cities in Vietnam by the self-administered questionnaires. The research findings indicated the significant impacts of café servicescape on ECI, job experience and emotional experience. Additionally, both ECI quality and employee inner emotion were shown to remarkably influence employee job experience. Moreover, this study denoted that ECI, job experience and employee inner emotion are critical antecedents to constitute job satisfaction in the café environment. The moderating role of gender groups in the research model was analyzed as well. Based on research findings, the discussions and applications for marketers and scholars are provided.

Keywords:

• Café servicescape
• employee-to-customer interaction
• job experience
• employee inner emotion and job satisfaction