COVID-19 servicescape and its consequences in the COVID-19 pandemic era

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.