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Business & Marketing
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Case Study
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The Influence of Website Design Principles and Servicescape to Retailers

Case Study Instructions:

The anthropologist E. Hall, in his book, The Silent Language, stated, ‘Space Speaks’ – highlighting that the physical environment in which the service takes place is observed by the customer and ‘speaks’ to him or her regarding what to expect and how to behave. The physical environment (or the ‘servicescape’, as per the textbook) in which the service process takes place is not only part of the service delivery system but is part of the service itself. However, in this digital era, there are increasingly more services taking place on the cyberspace where service encounters and transactions occur without any physical contacts.
Required:
In your opinion, how should the concept of servicescape be applied to the services occurring solely online? Justify your opinions.

Case Study Sample Content Preview:
Anthropology: Physical Environment
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Anthropology: Physical Environment
The influence of physical space in service provision influences the attitudes of buyers, their choices, and the frequency with which they seek services at particular places (Hall, 1959). With this challenge, people carry their preferences to online products. People buying items online check on the organization of the sites, the items, ease of access, the clarity of information about products, among other things. To properly examine this, details are linked to the website design principles, organization of the electronic servicescape, and the influence it has on retailers when seeking services online. This makes the major focus of this essay.
The simplicity of the appearance of a website influences how much time customers take to locate products. Websites can be stand-alone shopping platforms or extensions of physical shopping complexes. The organization of such online platforms makes it difficult or easy for shoppers to use (Hopkins et al., 2009). Most shoppers love to see all their brands in one page, compare prices, and choose which suits them. Some sites have different pages that pass through several other links to locate items. This makes their buying process difficult, and they will likely choose sites that are easy to use. Examples would be using Amazon, eBay, or Alibaba.
Most websites use cues and artifacts to guide clients when shopping. These make clients shop easily. A general outlook of a shopping website will have titles like home appliances, cosmetics, electronics, among others. These will be in subcategories that clients can easily locate. The complexity of the website, the ease of use, the spe...
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