Evaluating Pet-friendly Cafes in Quezon City: Operational Strategies, and Customer Behavioral Outcomes Towards Sustainability Practice
DOI:
https://doi.org/10.5281/zenodo.19859349Keywords:
Pet-friendly cafés, servicescape, customer satisfaction, behavioral intention, sustainable tourism, hospitality management, urban tourism, Philippines.Abstract
This study examined the operational strategies of pet-friendly cafés in Quezon City and their influence on customer behavioral outcomes toward sustainability practices. Using a quantitative descriptive-correlational research design, data were collected from 500 café customers through a structured survey questionnaire. The study assessed key variables, including servicescape, pet-friendly amenities, sustainability practices, customer satisfaction, and behavioral outcomes such as loyalty, revisit intention, and word-of-mouth. Findings revealed that servicescape and pet-friendly amenities significantly influence customer satisfaction, which in turn affects behavioral intentions. Customers highly value well-maintained physical environments, designated pet areas, and inclusive service experiences that cater to both pet owners and non-pet owners. The results also indicated that sustainability practices are moderately implemented, with limited visibility and consistency across establishments. Despite this, customers demonstrated positive behavioral outcomes, including strong intentions to revisit and recommend pet-friendly cafés.The study further identified operational challenges related to hygiene management, staff training, and communication of sustainability initiatives. These findings suggest that while pet-friendly cafés offer strong potential for enhancing customer experience and supporting sustainable urban tourism, improvements in operational consistency and sustainability integration are necessary. The study contributes to hospitality and tourism literature by applying the Stimulus–Organism–Response framework, Servicescape Theory, and the Theory of Planned Behavior in the context of pet-friendly service environments.
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