A CONCEPTUAL FRAMEWORK TO MEASURE E-SERVICESCAPE ON A B&B WEBSITE

Myunghee Mindy Jeon · Miyoung Jeong

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Consumer Retail Behavior Studies Customer Service Quality and Loyalty Digital Marketing and Social Media

Abstract

E-servicescape contributes to facilitating the online customer’s surfing experiences in the course of casual navigation, collecting information, or purchasing a product/service. Despite its importance, few studies on eservicescape have been noticed in the context of the lodging industry, specifically bed and breakfasts (B&B). This study attempts to examine the dimensions of e-servicescape (ambient, design, search aids and slogans, and functional aspects) as antecedents of perceived e-servicescape quality of B&B Website. It also attempts to measure e-servicescape quality of a B&B Website. Additionally, this study investigates dimensions of the e-servicescape that are the most influential on customers’ decision-making in the selection of a B&B.

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1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2003eTailQ: dimensionalizing, measuring and predicting etail quality 1992Marketing Services: Competing Through Quality 2007Measuring Experience Economy Concepts: Tourism Applications 2003E‐service quality: a model of virtual service quality dimensions 1987The Role of Imagery in Information Processing: Review and Extensions 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image 2001Congruency of scent and music as a driver of in-store evaluations and behavior

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