In “Online servicescapes, trust, and purchase intentions”
Lloyd C. Harris and Mark M.H. Goode provide insights into
how customers’ interpretations of the e-servicescape affect
their subsequent evaluations of web site trustworthiness and
ultimately their intentions to repurchase. Interestingly, they
also talk of three dimensions – but not quite in the same way
as the movie moguls. They put forward a conceptual model of
purchase intentions, trust, and e-servicescape that presents
online physical environments as comprising three multifaceted
dimensions (aesthetic appeal, layout and functionality,
and financial security) which respectively incorporate three,
four, and two sub-dimensions. These nine sub-dimensions
provide a useful checklist of the most important
characteristics of the online servicescape against which
practitioners can evaluate the online service provision of
their firm. The dimensions, with their sub-dimensions are: