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Conceptualization of e-servicescapes in the fitness applications and wearable devices context: Multi-dimensions, consumer satisfaction, and behavioral intention

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  • Kim, Minseong

Abstract

Based on the environmental psychology theory, this research conceptualizes and investigates the dimensions of e-servicescapes, and examines how each dimension influences fitness application and wearable device users’ emotions, satisfaction, and behavioral intention to continuously work out via the technology. This study employed three waves of surveys within the United States to collect data (N = 343), and conducted a path analysis to rigorously assess the proposed paths between identified constructs. The empirical findings revealed the significant determinants of negative emotion (i.e., usability, security, customization, entertainment value, interactivity, originality of design, relevance of information, and social factors) and positive emotion (i.e., usability, customization, entertainment value, interactivity, and relevance of information). Also, satisfaction was significantly impacted by both positive emotion and negative emotion, and behavioral intention was significantly influenced by positive emotion and satisfaction. Based on these findings, this study suggests theoretical (i.e., classification of the e-servicescape dimensionality and integration of the environmental psychology theory with the two-factor theory of motivation, focusing on a digital environment) and practical implications (i.e., ways to increase levels of consumer satisfaction with the technology and intention to continuously exercise with the technology) for scholars and practitioners in the fitness and mobile application/wearable device industries.

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  • Kim, Minseong, 2021. "Conceptualization of e-servicescapes in the fitness applications and wearable devices context: Multi-dimensions, consumer satisfaction, and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    • Handle: RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921001284
    DOI: 10.1016/j.jretconser.2021.102562
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    2. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    3. Perez-Aranda, Javier & González Robles, Eva M. & Alarcón Urbistondo, Pilar, 2023. "Understanding antecedents of continuance and revisit intentions: The case of sport apps," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    4. Kim, Minseong, 2022. "How can I Be as attractive as a Fitness YouTuber in the era of COVID-19? The impact of digital attributes on flow experience, satisfaction, and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    5. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kerr Lorenzo Picazo & Kim Aaron Salvador & Bobby Ardiansyah Miraja & Yoshiki B. Kurata & Thanatorn Chuenyindee & Reny Nadlifatin & Anak Agung Ngurah Perwira , 2021. "Gym-Goers Preference Analysis of Fitness Centers during the COVID-19 Pandemic: A Conjoint Analysis Approach for Business Sustainability," Sustainability, MDPI, vol. 13(18), pages 1-17, September.
    6. Zhani, Najlae & Mouri, Nacef & Ahmed, Tariq, 2022. "The role of mobile value and trust as drivers of purchase intentions in m-servicescape," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    7. Sara Poggesi & Michela Mari & Arash Kamangar & Pinalba Schilleci, 2022. "The Role of Virtual Environment in Online Retailing: State of the Art and Research Challenges," Sustainability, MDPI, vol. 14(7), pages 1-17, March.

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