Do microblog postings influence consumer perceptions of retailers' e‐servicescapes?

Purpose – Consumers are increasingly connected to each other through electronic devices. Consequently, the potential for online retailer (hereafter, e‐tailer) initiated communications delivered through electronic media to inspire viral‐like e‐WOM processes among consumers is also expanding. Microblog postings and e‐mails may impact consumers' perceptions of retail web sites (e‐servicescape). These perceptions may trigger other outcomes (i.e. greater trust, patronage, or e‐WOM) that redound to e‐tailers' interests. The first purpose of this paper is to expand online e‐tailers' (e‐tailers') understanding of how and whether microblog postings affect consumers' e‐servicescape perceptions. The second purpose is to investigate how and whether e‐servicescape perceptions influence consumers' trust in e‐tailers' web sites, patronage of e‐tailers, and propensity to engage in e‐WOM about e‐tailers' messages.Design/methodology/approach – By integrating the e‐servicescape construct with the Network Coproduction Model ...

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