Abstract
| Original language | English |
|---|---|
| Title of host publication | Proceedings: What's Ahead in Service Research? |
| Subtitle of host publication | New Perspectives for Business and Society |
| Editors | Tiziana Russo-Spena, Cristina Mele |
| Publisher | University of Naples "Federico II" |
| ISBN (Print) | 979-12-200-1384-0 |
| Publication status | Published - 8 Sep 2016 |
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The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications. / McLean, Graeme; Al-Nabhani, Khalid; Wilson, Alan.
Proceedings: What's Ahead in Service Research?: New Perspectives for Business and Society. ed. / Tiziana Russo-Spena; Cristina Mele. University of Naples "Federico II", 2016.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
TY - GEN
T1 - The customer experience…Is there an app for that?
T2 - A conceptual understanding of the customer experience with m-commerce mobile applications
AU - McLean, Graeme
AU - Al-Nabhani, Khalid
AU - Wilson, Alan
PY - 2016/9/8
Y1 - 2016/9/8
N2 - This paper examines the customer experience in relation to high street retailers’ m-commerce mobile applications. The aim of the research is to gain an understanding of the variables capable of influencing the customer experience during use of high-street retailers’ m-commerce mobile applications, resulting in the development of a conceptual customer experience with m-commerce mobile applications model. From a review of the literature the paper illustrates a number of hypothesised relationships. In contrast to the e-commerce environment with regard to flow theory, this research suggests that customers are conscious of the length of time spent completing an activity on an m-commerce mobile application, thus should customers perceive to spend longer than necessary using the application, it will result in a negative customer experience. Additionally, we suggest that smartphone screen-size may play a moderating role on the customer experience. This research investigates mobile applications as a service delivery channel for high-street retailers, while understanding the variables capable of influencing the customer experience.
AB - This paper examines the customer experience in relation to high street retailers’ m-commerce mobile applications. The aim of the research is to gain an understanding of the variables capable of influencing the customer experience during use of high-street retailers’ m-commerce mobile applications, resulting in the development of a conceptual customer experience with m-commerce mobile applications model. From a review of the literature the paper illustrates a number of hypothesised relationships. In contrast to the e-commerce environment with regard to flow theory, this research suggests that customers are conscious of the length of time spent completing an activity on an m-commerce mobile application, thus should customers perceive to spend longer than necessary using the application, it will result in a negative customer experience. Additionally, we suggest that smartphone screen-size may play a moderating role on the customer experience. This research investigates mobile applications as a service delivery channel for high-street retailers, while understanding the variables capable of influencing the customer experience.
M3 - Conference contribution
SN - 979-12-200-1384-0
BT - Proceedings: What's Ahead in Service Research?
A2 - Russo-Spena, Tiziana
A2 - Mele, Cristina
PB - University of Naples "Federico II"
ER -