Publication date: Jul 24, 2026
This study examines the COVID-19 servicescape of cafcE9s 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.
| Concepts | Keywords |
|---|---|
| Covid | COVID-19 anxiety |
| Long | COVID-19 servicescape |
| Menu | Enjoyment |
| Model | Revisit intentions |
| Pandemic | Two-factor theory |
Semantics
| Type | Source | Name |
|---|---|---|
| disease | MESH | COVID-19 |
| disease | MESH | anxiety |
| disease | MESH | Long Covid |