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This study examines the COVID-19 servicescape of cafés and investigates how it affects enjoyment and COVID-19 anxiety, which in turn influence revisit intention. The proposed model is based on the two-factor theory and the cognition-affect-behavior model. Data were collected from online survey panel members and analyzed with SmartPLS 4.0.8. The findings show that, within the physical dimension, atmospherics, menu, and self-service technology positively influence enjoyment. Within the social dimension, uncrowdedness negatively affects enjoyment, whereas sanitary safety and employee service influence enjoyment and revisit intentions only indirectly through COVID-19 anxiety. Complementing these findings, Necessary Condition Analysis (NCA) identifies sanitary safety as a necessary condition for revisit intentions despite its nonsignificant direct effect. The study offers both theoretical and practical implications for servicescape management in the pandemic era.
Kim et al. (Fri,) studied this question.