The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications
McLean, Graeme and Wilson, Alan and Al Nabhani, Khalid Talib Sulaiman; (2016) The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications. In: 26th RESER Conference 2016. RESER, ITA. ISBN 9791220013840 (http://www.reser.net/publications/reser-conference...)
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Abstract
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.
ORCID iDs
McLean, Graeme ORCID: https://orcid.org/0000-0003-3758-5279, Wilson, Alan ORCID: https://orcid.org/0000-0002-5491-1876 and Al Nabhani, Khalid Talib Sulaiman ORCID: https://orcid.org/0000-0002-9941-5710;-
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Item type: Book Section ID code: 59940 Dates: DateEvent31 October 2016Published31 October 2016AcceptedSubjects: Social Sciences > Commerce
Science > Mathematics > Electronic computers. Computer scienceDepartment: Strathclyde Business School > Marketing Depositing user: Pure Administrator Date deposited: 23 Feb 2017 14:38 Last modified: 10 Oct 2024 00:12 Related URLs: URI: https://strathprints.strath.ac.uk/id/eprint/59940