Notes
1 We use the terms “e-servicescape”, “online servicescape”
and “online environment” interchangeably throughout.
Nevertheless, we are favorably biased toward the term
“e-servicescape”, since the label emphasizes the context of
online exchange and highlights that purchasing online
involves an element of self-service, even when products
are purchased.
2 Lead question: “When shopping online I feel on this
particular web site”.
3 Lead question: “When shopping online on this particular
web site”.