Purpose – Consumers are increasingly connected to each other through electronic devices.
Consequently, the potential for online retailer (hereafter, e-tailer) initiated communications delivered
through electronic media to inspire viral-like e-WOM processes among consumers is also expanding.
Microblog postings and e-mails may impact consumers’ perceptions of retail web sites
(e-servicescape). These perceptions may trigger other outcomes (i.e. greater trust, patronage, or
e-WOM) that redound to e-tailers’ interests. The first purpose of this paper is to expand online e-tailers’
(e-tailers’) understanding of how and whether microblog postings affect consumers’ e-servicescape
perceptions. The second purpose is to investigate how and whether e-servicescape perceptions
influence consumers’ trust in e-tailers’ web sites, patronage of e-tailers, and propensity to engage in
e-WOM about e-tailers’ messages.