“…Various studies have demonstrated empirically that physical environments can elicit positive or negative emotions and satisfaction from customers (Bitner, 1992;Ladhari, 2009;Pareigis, Edvardsson, & Enquist, 2011). A service setting's physical environment comprises a variety of elements, including design and ambient factors such as color, air, scent, illumination, facilities and layout (Baker, Grewal, & Parasuraman, 1994;Han & Ryu, 2009;Lin & Liang, 2011).…”