Online servicescapes, trust, and purchase intentions

Purpose – The purpose of this paper is to present and discuss a conceptual model of purchase intentions, trust, and e‐servicescape that presents online physical environments as comprising three dimensions. It aims to develop and extend existing research into physical service environments through proposing, operationalizing, and testing a model of online servicescape.Design/methodology/approach – The study utilizes a survey approach to gather data regarding consumers' perceptions of online servicescape. Surveys were administered to 257 respondents regarding a broad range of web sites.Findings – A measure of e‐servicescape is evaluated that comprises three dimensions and 52 items while relationships between the dimensions of e‐servicescape, trust, and purchase intentions are described.Research limitations/implications – The first contribution of this study stems from the successful operationalization of a comprehensive multi‐item (in total 52 items), multi‐scale (nine scales), multi‐dimensional (three) meas...

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