The physical environment plays an essential role in customers’ hotel stay experiences. Hotels offer a differentiated atmosphere that creates favorable customers’ evaluations. Based on the significant role of environmental cues, this study investigates the effects of an expanded servicescape on customers’ evaluations, including customer satisfaction, quality of life, and customer loyalty, in the context of the hotel industry. To test the proposed research framework, this study collects data from previous hotel customers and conducts a self-administered, online survey. Findings identified ambience, interactions with employees, authenticity, and fascination positively influenced customers’ satisfaction, which further influenced customer loyalty. Only ambience and fascination positively influenced quality of life, which in turn influenced customer loyalty. Results contributed to the application of expanded servicescape in the hotel context. Results also suggested practical implications of the holistic approach of servicescape in the hotel industry.

物理环境在客户的酒店住宿体验中起着至关重要的作用。酒店提供了与众不同的氛围，可创造出良好的客户评价。基于环境提示的重要作用，本研究调查了在酒店行业中扩大的服务范围对客户评估的影响，包括客户满意度，生活质量和客户忠诚度。为了测试建议的研究框架，本研究从以前的酒店顾客那里收集了数据，并进行了自我管理的在线调查。调查结果确定了氛围，与员工的互动，真实性和吸引力对客户满意度产生了积极影响，进而进一步影响了客户忠诚度。只有氛围和迷恋对生活质量产生积极影响，反过来又影响了客户忠诚度。结果有助于扩大服务范围在酒店环境中的应用。结果还表明，在酒店行业中采用整体服务景观方法具有实际意义。