Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall
This study aims to explore the effect of the e-servicescape on the emotional response and revisit intention of customers in an internet shopping mall (ISM) environment. The literature was reviewed on the e-servicescape, emotional response, and revisit intention in an internet shopping mall. A releva...
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| Format: | Article |
| Language: | English |
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MDPI AG
2024-08-01
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| Series: | Journal of Theoretical and Applied Electronic Commerce Research |
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| Online Access: | https://www.mdpi.com/0718-1876/19/3/99 |
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| author | Zeyu Li Ana Belén Tulcanaza-Prieto Chang Won Lee |
| author_facet | Zeyu Li Ana Belén Tulcanaza-Prieto Chang Won Lee |
| author_sort | Zeyu Li |
| collection | DOAJ |
| description | This study aims to explore the effect of the e-servicescape on the emotional response and revisit intention of customers in an internet shopping mall (ISM) environment. The literature was reviewed on the e-servicescape, emotional response, and revisit intention in an internet shopping mall. A relevant model and hypothesis were established. For the empirical study, a survey form was developed and conducted on 150 customers with experience using a certain ISM. Reliability analysis and confirmatory factor analysis were performed using SPSS 27.0 and Amos 26.0 software, and the causal relationships were identified through structural equation modeling (SEM). Study results and implications were discussed and suggested. Among the factors of the e-servicescape in an ISM, aesthetics and surrounding elements did not have a significant effect on emotional responses, and spatial functionality showed a positive effect on emotional responses. Aesthetics had a weak negative effect on revisit intention. Surrounding elements and spatial functionality had no significant effect on revisit intention. The emotional response had a positive effect on revisit intention. This study identified the importance of the e-servicescape in the ISM environment and especially emphasized the importance of spatial functionality on the emotional response and aesthetics on revisit intention. This study presented several suggestions and implications to corporate managers regarding the development and management of the future ISM environment and other similar business settings. |
| format | Article |
| id | doaj-art-93a65cf9b4264b0eb4924ac300da09cd |
| institution | OA Journals |
| issn | 0718-1876 |
| language | English |
| publishDate | 2024-08-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Journal of Theoretical and Applied Electronic Commerce Research |
| spelling | doaj-art-93a65cf9b4264b0eb4924ac300da09cd2025-08-20T01:55:35ZengMDPI AGJournal of Theoretical and Applied Electronic Commerce Research0718-18762024-08-011932030205010.3390/jtaer19030099Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping MallZeyu Li0Ana Belén Tulcanaza-Prieto1Chang Won Lee2KDB Beijing Branch, Beijing 100025, ChinaGrupo de Investigación Lugar Medio Sociedad (LMS), Escuela de Negocios, Universidad de Las Américas (UDLA), Vía a Nayón, Quito 170124, EcuadorSchool of Business, Hanyang University, Seoul 04763, Republic of KoreaThis study aims to explore the effect of the e-servicescape on the emotional response and revisit intention of customers in an internet shopping mall (ISM) environment. The literature was reviewed on the e-servicescape, emotional response, and revisit intention in an internet shopping mall. A relevant model and hypothesis were established. For the empirical study, a survey form was developed and conducted on 150 customers with experience using a certain ISM. Reliability analysis and confirmatory factor analysis were performed using SPSS 27.0 and Amos 26.0 software, and the causal relationships were identified through structural equation modeling (SEM). Study results and implications were discussed and suggested. Among the factors of the e-servicescape in an ISM, aesthetics and surrounding elements did not have a significant effect on emotional responses, and spatial functionality showed a positive effect on emotional responses. Aesthetics had a weak negative effect on revisit intention. Surrounding elements and spatial functionality had no significant effect on revisit intention. The emotional response had a positive effect on revisit intention. This study identified the importance of the e-servicescape in the ISM environment and especially emphasized the importance of spatial functionality on the emotional response and aesthetics on revisit intention. This study presented several suggestions and implications to corporate managers regarding the development and management of the future ISM environment and other similar business settings.https://www.mdpi.com/0718-1876/19/3/99e-servicescapeemotional responserevisit intentioninternet shopping mall |
| spellingShingle | Zeyu Li Ana Belén Tulcanaza-Prieto Chang Won Lee Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall Journal of Theoretical and Applied Electronic Commerce Research e-servicescape emotional response revisit intention internet shopping mall |
| title | Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall |
| title_full | Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall |
| title_fullStr | Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall |
| title_full_unstemmed | Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall |
| title_short | Effect of E-Servicescape on Emotional Response and Revisit Intention in an Internet Shopping Mall |
| title_sort | effect of e servicescape on emotional response and revisit intention in an internet shopping mall |
| topic | e-servicescape emotional response revisit intention internet shopping mall |
| url | https://www.mdpi.com/0718-1876/19/3/99 |
| work_keys_str_mv | AT zeyuli effectofeservicescapeonemotionalresponseandrevisitintentioninaninternetshoppingmall AT anabelentulcanazaprieto effectofeservicescapeonemotionalresponseandrevisitintentioninaninternetshoppingmall AT changwonlee effectofeservicescapeonemotionalresponseandrevisitintentioninaninternetshoppingmall |