E-Servicescape (eCommerce & Retail Mrkt)

eCommerce & Retail Mrkt

What is a servicescape? (3)

The physical setting in which a marketplace exchange is performed, delivered, and consumed within a service organisation.

Who developed the servicescape concept and when? (2)

• Booms and Bitner

• 1981.

What is an e‑servicescape?

The online environment of a website where a marketplace exchange can take place.

What other terms are used for e‑servicescape? (5)

• E‑scape

• Cyberscape

• Online servicescape

• Virtual servicescape

• Digital servicescape

What are the three dimensions of the e‑servicescape (Harris & Goode, 2010)?

1. Aesthetic Appeal

2. Online Layout & Functionality

3. Financial Security

What is the objective of online store design?

To create a positive effect in users that increases favourable consumer responses.

What consumer behaviours can online environmental cues influence? (3)

• Trust

• Purchase intention

• Relationship building

What elements contribute to aesthetic appeal and trust? (6)

• Professional look

• Good, consistent design

• Contact Us page

• About Us page

• Social media links

• Terms & Conditions / Policies

What makes a “good” website design? (4)

• Consistent colour palette

• Appealing, readable fonts

• High‑definition images

• Balanced use of space (not too busy, not too empty)
  

What are key elements of online layout? (4)

• Logical structure

• Easy to follow

• Clearly indicated sections

• Balanced space

What are key elements of online functionality? (4)

• User‑friendly navigation

• Fast loading

• Working links, buttons, and dropdowns

• Efficient click‑throughs

What builds trust and relationships online? (4)

• Customer testimonials

• Social media reviews

• Comments

• Trustpilot

What builds financial security online? (2)

• Reputable business identity

• Secure payment systems (PayPal, Apple Pay, Stripe, Squareup)

What tools can online retailers use to encourage positive consumer behaviour? (8)

• Blogs

• How‑to guides

• Cross‑merchandising

• Forums/discussions

• Testimonials/reviews

• Recommended products

• Cross‑selling

• Up‑selling

What should retailers consider when designing an online store layout? (5)

• Ease of navigation

• Visual appeal

• Functionality

• Trust signals

• Secure payment options

Why is consistency important in an e‑servicescape? (3)

Because consistent design

• increases trust,

• reduces confusion, and

• supports brand identity.

Why is speed important in online functionality? (3)

Slow websites

• reduce satisfaction,

• increase bounce rates, and

• damage trust.

How can an online retailer build trust through aesthetic appeal? (5)

• Professional design

• Clear contact information

• Social proof

• High‑quality visuals

• Consistent branding

How can layout and functionality increase purchase intention? (5)

• Easy navigation

• Clear product categories

• Fast checkout

• Working links

• Logical structure

How can financial security influence consumer behaviour? (2)

Secure payment options

• reduce perceived risk, and

• increase willingness to purchase.

What are the three pillars of the e‑servicescape and why do they matter?

• Aesthetic Appeal: builds trust and positive emotions

• Layout & Functionality: enables smooth navigation and reduces friction

• Financial Security: reduces perceived risk and increases purchase confidence

Together, they shape the entire online shopping experience