Abstract
| Language | English |
|---|---|
| Title of host publication | 26th RESER Conference 2016 |
| Place of Publication | [Toulouse] |
| Publication status | Published - 31 Oct 2016 |
| Event | 26th Annual RESER Conference 2016 - University of Naples Federico II, Naples, Italy Duration: 8 Sep 2016 → 10 Sep 2016 http://www.reser2016.com/ |
Conference
| Conference | 26th Annual RESER Conference 2016 |
|---|---|
| Abbreviated title | RESER 2016 |
| Country | Italy |
| City | Naples |
| Period | 8/09/16 → 10/09/16 |
| Internet address |
Fingerprint
Keywords
- customer experience
- mobile applications
- high-street retailers
- m-commerce
- smartphones
- screen size
Cite this
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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; Wilson, Alan; Al Nabhani, Khalid Talib Sulaiman.
26th RESER Conference 2016. [Toulouse], 2016.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution book
TY - GEN
T1 - The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications
AU - McLean, Graeme
AU - Wilson, Alan
AU - Al Nabhani, Khalid Talib Sulaiman
PY - 2016/10/31
Y1 - 2016/10/31
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.
KW - customer experience
KW - mobile applications
KW - high-street retailers
KW - m-commerce
KW - smartphones
KW - screen size
UR - http://www.reser.net/
UR - http://www.reser2016.com/
UR - http://www.reser.net/publications/reser-conferences/2016-napoli-conference-papers
M3 - Conference contribution book
SN - 9791220013840
BT - 26th RESER Conference 2016
CY - [Toulouse]
ER -