Designing the e-Servicescape: Implications for Online Retailers

Hopkins, Christopher D.; Grove, Stephen J.; Raymond, Mary Anne; LaForge, Mary C.

doi:10.1080/15332860903182487

Cited by 84 publications

(71 citation statements)

References 58 publications

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“…Website design is equivalent to offline store design (Hopkins et al 2009). The goal of offline store design is to create a pleasant ambience and provide shopping convenience.…”

Section: Online Store Attributesmentioning

confidence: 99%

Multichannelversuspure e-tailers in Korea: evaluation of online store attributes and their impacts on e-loyalty

Jin

Kim

2010

The International Review of Retail, Distribution and Consumer R

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This study compared customers of multichannel retailers with customers of pure e-tailers in their evaluations of online store attributes and the attributes' impacts on e-loyalty. Analyses on the data of 164 (47.7%) customers of multichannel retailers and 180 (52.3%) customers of pure e-tailers in Korea largely supported our hypotheses. In evaluation of six online store attributes, communication and promotion aspects were evaluated more highly for multichannel retailers than for pure e-tailers. E-loyalty was found to be higher for pure e-tailers than for multichannel retailers. In comparing the impact of online attributes on e-loyalty, this study found invariance by e-tailing structure. Specifically, the impacts of merchandize assortment/information and security/privacy on e-loyalty were significant for both customers of multichannel and pure e-tailers; however, the impacts were higher for multichannel customers for both attributes. Communication and website design impacted e-loyalty for multichannel customers, but not for pure e-tailer customers. Neither order fulfillment nor promotion aspects contributed to e-loyalty in customers of either type of e-tailer. The findings were interpreted by Korean business structure (multichannel and pure e-tailer), and managerial implications were suggested based on the findings.

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“…Website design is equivalent to offline store design (Hopkins et al 2009). The goal of offline store design is to create a pleasant ambience and provide shopping convenience.…”

Section: Online Store Attributesmentioning

confidence: 99%

Multichannelversuspure e-tailers in Korea: evaluation of online store attributes and their impacts on e-loyalty

Jin

Kim

2010

The International Review of Retail, Distribution and Consumer R

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“…The e-servicescape environment is also defined as an atmospheric environment in virtual space when establishing a relationship between customers and suppliers (Wu et al, 2017). Hopkins, Grove, Raymond, and LaForge (2009) stated that attitudes towards using application with respect to what it offers was directly and/or indirectly affected by the design of the e-servicescape environment. Karjaluoto, Shaikh, Saarijärvi, and Saraniemi (2018) have determined that the perceived ease of use of online apps contributes to the impression of the customer and thus affects attitudes positively effects attitudes when customers are using mobile apps.…”

Section: The Moderating Effect Of Perceived Ease Of Use On the Relatimentioning

confidence: 99%

Adoption of Mobile Applications for Identifying Tourism Destinations by Travellers: An Integrative Approach

Kuo

Huang

Nguyen

et al. 2019

Journal of Business Economics and Management

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The purpose of the study is to provide an assessment of both how consumers adopt mobile tourism apps and how consumers use those apps to orient customer intentions to visit tourism destinations. The technology acceptance model (TAM) is used to explore customer intentions to adopt tourism apps. A survey of 630 tourism respondents found that the e-servicescape environment and e-word-of-mouth communication play major roles in determining intentions to adopt tourism apps and to visit tourism destinations. Perceived ease of use and perceived usefulness tend to be moderators of the effects of the e-servicescape environment and e-word-of-mouth communication on attitudes towards using apps. The results may be important references to conduct further validations, and critical for marketing managers when designing specific criteria to enhance mobile apps and their adoption. The different managerial implications – including apps to differential marketing tools, improving attitudes towards using tourism apps, and segmenting customers in order to design marketing strategies – are considered.

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“…Many terms have been adopted to define the virtual servicescape (Mari and Poggesi 2013), "e-scape" (Koering 2003), "cyberscape" (Williams and Dargel 2004), "bricks-and-clicks setting" (in contrast to "bricks-and-mortar), or "clicksonly setting" (Tuzovic 2008), but certainly the most common term is "eservicescape" (Hopkins et al 2009). These scholars underline how servicescape design logic does not only apply to physical spaces but also to virtual environments, where more and more (shopping) experiences take place.…”

Section: Servicescapes: Issues and Prioritiesmentioning

confidence: 99%

“…A brilliant example of an e-servicescape (Hopkins et al 2009) that is not only combined coherently with the traditional context but is even exploited as a strategic lever to offer additional services to business customers is e-Pitti. Pitti Immagine is an Italian company whose mission is to promote the fashion industry (recently also wine and food and fragrances) globally.…”

Section: Remote Service/e-pitti Tradeshow: the Extension And Amplificmentioning

confidence: 99%

Innovating Services Through Experiences: An Investigation of Servicescape’s Pivotal Role

Carù¹,

Colm²,

Covà³

2016

Translational Systems Sciences

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Customer experience has become one of the greatest challenges for companies: this tendency is also present in services, where innovation is often a way to impact customer experiences. After a brief review of the literature on service innovation and on customer experience with regard to studies on the services, this chapter focuses on the servicescape as a platform able to support activities and interactions with customers and analyzes the role that innovative servicescapes can play on customer experience. Based on a three case vignettes analysis, the chapter identifies three main findings. The first is related to the dynamic nature of service experience and consequently to the need for a continuous improvement of servicescapes by understanding the evolving customer needs. The second is linked to the "container" in which the service experience takes place -the servicescapethat is becoming "content" itself. The third concerns the role of technology, with respect both to service providers and service customers.

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Designing the e-Servicescape: Implications for Online Retailers

Cited by 84 publications

References 58 publications

Multichannelversuspure e-tailers in Korea: evaluation of online store attributes and their impacts on e-loyalty

Multichannelversuspure e-tailers in Korea: evaluation of online store attributes and their impacts on e-loyalty

Adoption of Mobile Applications for Identifying Tourism Destinations by Travellers: An Integrative Approach

Innovating Services Through Experiences: An Investigation of Servicescape’s Pivotal Role

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