{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,30]],"date-time":"2026-04-30T12:52:11Z","timestamp":1777553531185,"version":"3.51.4"},"publisher-location":"New York, NY, USA","reference-count":25,"publisher":"ACM","license":[{"start":{"date-parts":[[2022,7,16]],"date-time":"2022-07-16T00:00:00Z","timestamp":1657929600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2022,7,16]]},"DOI":"10.1145\/3556089.3556184","type":"proceedings-article","created":{"date-parts":[[2022,11,30]],"date-time":"2022-11-30T22:51:32Z","timestamp":1669848692000},"page":"6-10","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":1,"title":["Why E-Servicescape Matters for Positive Word-of-Mouth: An Empirical Study in Online Food Delivery Service During COVID-19 Pandemic in Indonesia"],"prefix":"10.1145","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-3353-6034","authenticated-orcid":false,"given":"Darjat","family":"Sudrajat","sequence":"first","affiliation":[{"name":"BINUS Business School Undergraduate Program, Bina Nusantara University, Indonesia"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"320","published-online":{"date-parts":[[2022,11,30]]},"reference":[{"key":"e_1_3_2_1_1_1","unstructured":"Waranggani A. S. 2022 https:\/\/www.cloudcomputing.id\/berita\/pasar-cloud-berkembang-pesat-selama-pandemi  Waranggani A. S. 2022 https:\/\/www.cloudcomputing.id\/berita\/pasar-cloud-berkembang-pesat-selama-pandemi"},{"key":"e_1_3_2_1_2_1","unstructured":"Aditya. 2020 https:\/\/www.goodnewsfromindonesia.id\/2020\/11\/03\/keren-indonesia-jadi-salah-satu-negara-pemilik-startup-terbanyak-di-dunia-2020  Aditya. 2020 https:\/\/www.goodnewsfromindonesia.id\/2020\/11\/03\/keren-indonesia-jadi-salah-satu-negara-pemilik-startup-terbanyak-di-dunia-2020"},{"key":"e_1_3_2_1_3_1","unstructured":"Antaranews. 2020. https:\/\/www.antaranews.com\/berita\/1771833\/lima-perilaku-konsumen-saat-belanja-online  Antaranews. 2020. https:\/\/www.antaranews.com\/berita\/1771833\/lima-perilaku-konsumen-saat-belanja-online"},{"key":"e_1_3_2_1_4_1","unstructured":"Elisabeth. 2021. https:\/\/www.idxchannel.com\/economics\/top-digital-startup-indonesia-raih-peringkat-ke-5-terbanyak-di-dunia  Elisabeth. 2021. https:\/\/www.idxchannel.com\/economics\/top-digital-startup-indonesia-raih-peringkat-ke-5-terbanyak-di-dunia"},{"key":"e_1_3_2_1_5_1","unstructured":"Kompas. 2021. https:\/\/money.kompas.com\/read\/2021\/01\/25\/191200726\/catatan-apik-di-tengah-pandemi-pendapatan-gofood-naik-20-kali-lipat  Kompas. 2021. https:\/\/money.kompas.com\/read\/2021\/01\/25\/191200726\/catatan-apik-di-tengah-pandemi-pendapatan-gofood-naik-20-kali-lipat"},{"key":"e_1_3_2_1_6_1","doi-asserted-by":"publisher","DOI":"10.3390\/joitmc6030077"},{"key":"e_1_3_2_1_7_1","unstructured":"Wirtz J. & Lovelock C. 2018. Essentials of Services Marketing. Pearson Education Limited.  Wirtz J. & Lovelock C. 2018. Essentials of Services Marketing. Pearson Education Limited."},{"key":"e_1_3_2_1_8_1","volume-title":"Service Management and Marketing: Managing the Service Profit Logic","author":"Gronroos Christian","unstructured":"Gronroos , Christian . 2015 , Service Management and Marketing: Managing the Service Profit Logic , 4 th ed., John Wiley & Sons , Chichester . Gronroos, Christian. 2015, Service Management and Marketing: Managing the Service Profit Logic, 4th ed., John Wiley & Sons, Chichester.","edition":"4"},{"key":"e_1_3_2_1_9_1","volume-title":"Mairead Brady, Malcolm Goodman, and Torben Hansen.","author":"Philip Kotler","year":"2019","unstructured":"Philip Kotler , Kevin Lane Keller , Mairead Brady, Malcolm Goodman, and Torben Hansen. 2019 , Marketing Management, 4th European Edition, Pearson Education Limited, United Kingdom . Philip Kotler, Kevin Lane Keller, Mairead Brady, Malcolm Goodman, and Torben Hansen. 2019, Marketing Management, 4th European Edition, Pearson Education Limited, United Kingdom."},{"key":"e_1_3_2_1_10_1","unstructured":"Ana Cuic Tankovic Dragan Benazic 2018 \"The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty\" Online Information Review https:\/\/doi.org\/10.1108\/ OIR-12-2016-0354  Ana Cuic Tankovic Dragan Benazic 2018 \"The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty\" Online Information Review https:\/\/doi.org\/10.1108\/ OIR-12-2016-0354"},{"key":"#cr-split#-e_1_3_2_1_11_1.1","doi-asserted-by":"crossref","unstructured":"Hsu-Ju Teng Jia-Jen Ni Hsiao-Han Chen 2016. \"Relationship between e-servicescape and purchase intention among heavy and light Internet users\" Internet Research https:\/\/doi.org\/10.1108\/IntR-10-2016-0303 10.1108\/IntR-10-2016-0303","DOI":"10.1108\/IntR-10-2016-0303"},{"key":"#cr-split#-e_1_3_2_1_11_1.2","doi-asserted-by":"crossref","unstructured":"Hsu-Ju Teng Jia-Jen Ni Hsiao-Han Chen 2016. \"Relationship between e-servicescape and purchase intention among heavy and light Internet users\" Internet Research https:\/\/doi.org\/10.1108\/IntR-10-2016-0303","DOI":"10.1108\/IntR-10-2016-0303"},{"key":"e_1_3_2_1_12_1","volume-title":"mediating impact of experience quality","author":"Hansani Chathurika Dassanayake Asanka Senevirathne","year":"2018","unstructured":"Hansani Chathurika Dassanayake , Asanka Senevirathne , 2019 \"Impact of e-servicescapes on student engagement : mediating impact of experience quality \", Asian Association of Open Universities Journal , https:\/\/doi.org\/10.1108\/AAOUJ-11- 2018 -0024 10.1108\/AAOUJ-11-2018-0024 Hansani Chathurika Dassanayake, Asanka Senevirathne, 2019 \"Impact of e-servicescapes on student engagement: mediating impact of experience quality\", Asian Association of Open Universities Journal, https:\/\/doi.org\/10.1108\/AAOUJ-11-2018-0024"},{"key":"e_1_3_2_1_13_1","volume-title":"relationship quality and positive WOM intention in banking\",\u00a0International Journal of Bank Marketing","author":"van Tonder E.","unstructured":"van Tonder , E. ,\u00a0 Petzer , D.J., \u00a0van Vuuren , N. \u00a0and\u00a0De Beer , L.T. \u00a02018, \"Perceived value , relationship quality and positive WOM intention in banking\",\u00a0International Journal of Bank Marketing , Vol. 36 No. 7, pp. 1347-1366.\u00a0https:\/\/doi.org\/10.1108\/IJBM-08-2017-0171 10.1108\/IJBM-08-2017-0171 van Tonder, E.,\u00a0Petzer, D.J.,\u00a0van Vuuren, N.\u00a0and\u00a0De Beer, L.T.\u00a02018, \"Perceived value, relationship quality and positive WOM intention in banking\",\u00a0International Journal of Bank Marketing, Vol. 36 No. 7, pp. 1347-1366.\u00a0https:\/\/doi.org\/10.1108\/IJBM-08-2017-0171"},{"key":"e_1_3_2_1_14_1","doi-asserted-by":"crossref","unstructured":"Lori K. Molinari Russell Abratt and Paul Dion. 2008. Satisfaction quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services contex  Lori K. Molinari Russell Abratt and Paul Dion. 2008. Satisfaction quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services contex","DOI":"10.1108\/08876040810889139"},{"key":"#cr-split#-e_1_3_2_1_15_1.1","doi-asserted-by":"crossref","unstructured":"Conti E. Vesci M. Castellani P. and Rossato C. 2020 \"The role of the museumscape on positive word of mouth: examining Italian museums\" The TQM Journal Vol. ahead-of-print No. ahead-of-print. https:\/\/doi.org\/10.1108\/TQM-12-2019-0306 10.1108\/TQM-12-2019-0306","DOI":"10.1108\/TQM-12-2019-0306"},{"key":"#cr-split#-e_1_3_2_1_15_1.2","doi-asserted-by":"crossref","unstructured":"Conti E. Vesci M. Castellani P. and Rossato C. 2020 \"The role of the museumscape on positive word of mouth: examining Italian museums\" The TQM Journal Vol. ahead-of-print No. ahead-of-print. https:\/\/doi.org\/10.1108\/TQM-12-2019-0306","DOI":"10.1108\/TQM-12-2019-0306"},{"key":"e_1_3_2_1_16_1","volume-title":"Expressing the rules of reasoning in the Nigerian telecom market\",\u00a0International Journal of Quality & Reliability Management","author":"Oraedu C.","unstructured":"Oraedu , C. 2021, \"How relationship value and quality motivate positive word-of-mouth behaviour : Expressing the rules of reasoning in the Nigerian telecom market\",\u00a0International Journal of Quality & Reliability Management , Vol. 38 No. 1, pp. 249-272.\u00a0https:\/\/doi.org\/10.1108\/IJQRM-07-2018-0188 10.1108\/IJQRM-07-2018-0188 Oraedu, C. 2021, \"How relationship value and quality motivate positive word-of-mouth behaviour: Expressing the rules of reasoning in the Nigerian telecom market\",\u00a0International Journal of Quality & Reliability Management, Vol. 38 No. 1, pp. 249-272.\u00a0https:\/\/doi.org\/10.1108\/IJQRM-07-2018-0188"},{"key":"e_1_3_2_1_17_1","volume-title":"customer satisfaction and behavioural intentions: a conceptual framework\",\u00a0Journal of Hospitality and Tourism Technology","author":"Truong N.T.","unstructured":"Truong , N.T. ,\u00a0 Dang-Pham , D.,\u00a0 McClelland , R.J. \u00a0and\u00a0Nkhoma , M. \u00a02020, \"Service innovation , customer satisfaction and behavioural intentions: a conceptual framework\",\u00a0Journal of Hospitality and Tourism Technology , Vol. 11 No. 3, pp. 529-542.\u00a0https:\/\/doi.org\/10.1108\/JHTT-02-2019-0030 10.1108\/JHTT-02-2019-0030 Truong, N.T.,\u00a0Dang-Pham, D.,\u00a0McClelland, R.J.\u00a0and\u00a0Nkhoma, M.\u00a02020, \"Service innovation, customer satisfaction and behavioural intentions: a conceptual framework\",\u00a0Journal of Hospitality and Tourism Technology, Vol. 11 No. 3, pp. 529-542.\u00a0https:\/\/doi.org\/10.1108\/JHTT-02-2019-0030"},{"key":"#cr-split#-e_1_3_2_1_18_1.1","doi-asserted-by":"crossref","unstructured":"Mannan M. \u00a0Chowdhury N. \u00a0Sarker P.\u00a0and\u00a0Amir R. 2019 \"Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants\" \u00a0Journal of Modelling in Management Vol. 14 No. 4 pp. 922-947.\u00a0https:\/\/doi.org\/10.1108\/JM2-12-2017-0135 10.1108\/JM2-12-2017-0135","DOI":"10.1108\/JM2-12-2017-0135"},{"key":"#cr-split#-e_1_3_2_1_18_1.2","doi-asserted-by":"crossref","unstructured":"Mannan M. \u00a0Chowdhury N. \u00a0Sarker P.\u00a0and\u00a0Amir R. 2019 \"Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants\" \u00a0Journal of Modelling in Management Vol. 14 No. 4 pp. 922-947.\u00a0https:\/\/doi.org\/10.1108\/JM2-12-2017-0135","DOI":"10.1108\/JM2-12-2017-0135"},{"key":"e_1_3_2_1_19_1","volume-title":"an empirical study of private banking sector\",\u00a0The TQM Journal","author":"Islam R.","unstructured":"Islam , R. ,\u00a0 Ahmed , S.,\u00a0 Rahman , M. \u00a0and\u00a0Al Asheq , A. \u00a02021, \"Determinants of service quality and its effect on customer satisfaction and loyalty : an empirical study of private banking sector\",\u00a0The TQM Journal , Vol. 33 No. 6, pp. 1163-1182.\u00a0https:\/\/doi.org\/10.1108\/TQM-05-2020-0119 10.1108\/TQM-05-2020-0119 Islam, R.,\u00a0Ahmed, S.,\u00a0Rahman, M.\u00a0and\u00a0Al Asheq, A.\u00a02021, \"Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector\",\u00a0The TQM Journal, Vol. 33 No. 6, pp. 1163-1182.\u00a0https:\/\/doi.org\/10.1108\/TQM-05-2020-0119"},{"key":"e_1_3_2_1_20_1","unstructured":"Sekaran U. and Bougie R. 2016. Research methods for business: A skill-building approach Seventh Edition John Wiley & Sons Ltd. UK  Sekaran U. and Bougie R. 2016. Research methods for business: A skill-building approach Seventh Edition John Wiley & Sons Ltd. UK"},{"key":"e_1_3_2_1_21_1","volume-title":"Essentials of Business Research Methods","author":"Hair Jr.","unstructured":"Joe F. Hair , Jr. , Michael Page , and Niek Brunsveld . 2020. Essentials of Business Research Methods , Fourth Edition, Routledge , New York Joe F. Hair, Jr., Michael Page, and Niek Brunsveld. 2020. Essentials of Business Research Methods, Fourth Edition, Routledge, New York"},{"key":"e_1_3_2_1_22_1","volume-title":"A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM)","author":"Hair Jr., G.","unstructured":"Joseph F. Hair , Jr., G. Tomas M . Hult , Christian M . Ringle , and Marko Sarstedt . 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) , Second Edition, SAGE Publications, Inc. , USA. Joseph F. Hair, Jr., G. Tomas M. Hult, Christian M. Ringle, and Marko Sarstedt. 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), Second Edition, SAGE Publications, Inc., USA."}],"event":{"name":"ICEME 2022: 2022 13th International Conference on E-business, Management and Economics","location":"Beijing China","acronym":"ICEME 2022"},"container-title":["2022 13th International Conference on E-business, Management and Economics"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3556089.3556184","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3556089.3556184","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,17]],"date-time":"2025-06-17T19:00:00Z","timestamp":1750186800000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3556089.3556184"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,7,16]]},"references-count":25,"alternative-id":["10.1145\/3556089.3556184","10.1145\/3556089"],"URL":"https:\/\/doi.org\/10.1145\/3556089.3556184","relation":{},"subject":[],"published":{"date-parts":[[2022,7,16]]},"assertion":[{"value":"2022-11-30","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}