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This study described the benefits and costs for customers who go to animal cafés, and to identify the environmental circumstances of animal cafés that contribute to these benefits and costs. By analyzing 400 customer reviews, this study found that in addition to the main perceived benefits (relaxation and healing), other benefits and costs are also observed, such as thrill, connectedness or togetherness, and distress. These benefits and costs are found in a distinct servicescape, where the animal-related attributes are apparent, together with other common sensory, functional, social, and atmospheric components. Theoretical and practical implications of the findings were then discussed.

The Psychological Benefits and Costs, and the Servicescape Components of Animal Cafés: A Study in Japan