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

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.