ABSTRACT
Along with changes in customer behavior that shifts from conventional shopping habits to online, the service industry is competing to provide online-based services, including online food delivery service providers in Indonesia. This study aims to determine the effect of e-servicescape on positive word-of-mouth through customer satisfaction. This study used quantitative, survey, and cross-sectional methods. The sample size consisted of 222 respondents collected using questionnaires (g-form) by purposive sampling. In this study, PLS-SEM used to examine validity, reliability, and hypotheses. The results indicated that e-servicescape had a positive and significant effect on word-of-mouth pass through customer satisfaction. Based on the results, further analysis conducted to determine its implication and the mediation type. © 2022 ACM.
ABSTRACT
In recent years, the development of China’s e-commerce live broadcasting industry has been developing rapidly. With the outbreak of COVID-19, Internet users have opened the shopping mode of live broadcast by e-commerce. As a more accurate and rapid way of content dissemination, e-commerce live broadcasting has built a new mode of communication between brands and consumers, narrowed the distance between consumers and goods during online shopping, and greatly improved the sales conversion rate. At this time, the research on the generation mechanism of consumer behavioral intention in e-commerce live broadcasting platform is very key. This paper introduces three dimensions: aesthetic appeal, functional layout and financial security, and constructs a research model of online service scenario on consumer behavioral intention in the context of e-commerce live broadcast. The empirical results show that the three dimensions of aesthetic appeal, functional layout and financial security have a positive impact on consumers’ behavior intention, and have a significant positive impact on consumers’ trust. Consumer trust has a significant positive impact on consumers’ behavior intention. This study takes the multi-dimensional e-commerce live broadcast e-servicescape as the starting point, provides more reliable basis for the study of consumer behavior will, and expands the application scope of e-servicescape. The research results have certain enlightenment to help the e-commerce live broadcasting platform accurately grasp the needs of users in the process of use and realize the conversion from platform use to purchase. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
ABSTRACT
Purpose The pandemic has accelerated the use of virtual learning spaces and led to rethinking post-pandemic course delivery. However, it remains unclear whether students' online engagement in e-servicescapes can influence attachment to a place, i.e. a physical servicescape. This study conducted an exploratory study to inform place attachment and actor engagement literature in an online service context. Design/methodology/approach Quantitative survey design was used and 98 usable responses were collected from undergraduate and postgraduate students at a major New Zealand university during the COVID-19 pandemic in 2020. The questionnaire consisted of 23 items relating to three dimensions of online student engagement and 19 items referring to six dimensions of campus attachment. Findings Results of the exploratory study indicate that classmate community in online lectures, referring to student-student interactions, can positively influence five of the dimensions of campus attachment, including place identity, place dependence, affective attachment, social bonding and place memory, even though students are physically not on campus. However, it cannot influence place expectation. Moreover, instructor community (student-instructor interaction) and learning engagement (student-content interaction) in online lectures have insignificant impact on campus attachment. Research limitations/implications This study emphasises the social dimension when interacting in e-servicescapes. Person-based interactions are more influential than content-based interactions for student engagement. Educational service providers should integrate the e-servicescape and the physical servicescape by encouraging more student-student interactions to contribute to service ecosystem well-being at the micro, meso and macro levels. Originality/value This study indicates that customer-to-customer interaction serves to integrate customer engagement across the digital and physical realms for process-based services like education.