Mobile Services In Retail And Their Influence On Customer Satisfaction

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Mobile services in retail and their influence on customer satisfaction

Joern Toellner
Mobile services in retail and their influence on customer satisfaction Book PDF

Author : Joern Toellner
Publisher : GRIN Verlag
Page : 132 pages
File Size : 49,8 Mb
Release : 2014-03-31
Category : Business & Economics
ISBN : 9783656625490

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Mobile services in retail and their influence on customer satisfaction by Joern Toellner Pdf

Master's Thesis from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 2,3, University of Applied Sciences Essen, course: Master of Business Administration, language: English, abstract: Worldwide there is a strong growth in smartphone owners in comparison to previous years and the number of them will surpass the 1,4 billion mark worldwide by the end of 2013 (statista, 2013). Today, more than one third of world’s population and more than 40 percent of Germany’s population own a smartphone (GS1, 2013, 5, statista, 2013). Mobile phones and other mobiles are becoming part of our everyday life and are changing the way people manage it. They are the most used daily consumer good in the world and by this are becoming personal assistants that give users an always-connected and always-on lifestyle – a mobile lifestyle. Users are able to do everything from everywhere at any time with it: from doing business, communicating or playing interactive games to shopping. The increasing number of mobile devices and by this the anywhere accessibility of the Internet have an impact on the consumers’ behavior in stationary stores. Customers do price checks with their smartphone, watching product videos or reading product reviews in the store and more often buy the desired product elsewhere. Retailers face the challenge of understanding how customers interact with their mobiles while shopping and take advantage of any opportunities to increase customer conversion and gain loyal customers (comscore, 2012). Customers expect mobile offerings. Today some retailers already respond on these demand and development, and try with new possibilities of mobile marketing to bring customers back from digital world into their stores (KPMG, 2012, 38), but they have to add value to all their offering and products and even to new technological possibilities like mobile services, which do not automatically generate advantages over competition (Rudolph/Emrich, 2008, 266). Mobile services in retail are services, that can be used independently of temporal and spatial restraints, and that are accessed through a mobile device in retail environment like i.e. mobile couponing receiving or paying with mobile phone. When launching such a service the retailer has to be sure whether a mobile service has the power to influence customer satisfaction inside the store. Customer satisfaction is the important connection between activities of the retailer and the resulting behaviour like repeat purchasing, cross selling, recommendation or complaint and by this relevant for economical success of a company (Homburg, 2008, 19).

Marketing and Mobile Financial Services

Aijaz A. Shaikh,Heikki Karjaluoto
Marketing and Mobile Financial Services Book PDF

Author : Aijaz A. Shaikh,Heikki Karjaluoto
Publisher : Routledge
Page : 286 pages
File Size : 55,6 Mb
Release : 2018-12-21
Category : Business & Economics
ISBN : 9781351174442

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Marketing and Mobile Financial Services by Aijaz A. Shaikh,Heikki Karjaluoto Pdf

Mobile financial services (MFS) are of major interest and importance to both researchers and practitioners. The role played by nonbanking actors including telecoms and FinTech firms as well as other participants, such as PayPal and Amazon, in developing and deploying innovative financial and payment services is undeniable. Peer2peer (P2P) payments from nonbank services are becoming increasingly commonplace and will shortly be codified by EC (EU?) regulations requiring banks to provide access to consumer data for third-party app developers and service providers. Three major mobile financial systems—mobile banking, mobile payments, and branchless banking—currently dominate the electronic retail banking sector. Although interconnected and interrelated, their business models, regulatory frameworks, and target markets are distinct. This book provides a unified perspective on MFS and discusses its evolution, growth, and future, as well as identifying the frameworks, stakeholders, and technologies used in financial information systems in general and MFS in particular. Academics and researchers in digital and financial marketing will find this book an invaluable resource, as will bank executives, regulators, policy makers, FinTech professionals, and anyone interested in how mobile technology, social media and financial services will increasingly intersect.

Complex, Intelligent and Software Intensive Systems

Leonard Barolli,Aneta Poniszewska-Maranda,Tomoya Enokido
Complex Intelligent and Software Intensive Systems Book PDF

Author : Leonard Barolli,Aneta Poniszewska-Maranda,Tomoya Enokido
Publisher : Springer Nature
Page : 629 pages
File Size : 40,8 Mb
Release : 2020-06-10
Category : Technology & Engineering
ISBN : 9783030504540

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Complex, Intelligent and Software Intensive Systems by Leonard Barolli,Aneta Poniszewska-Maranda,Tomoya Enokido Pdf

This book explores three interwoven and challenging areas of research and development for future ICT-enabled applications: software intensive systems, complex systems and intelligent systems. Software intensive systems are systems that extensively interact with other systems, sensors, actuators, devices and users. More and more domains are now employing software intensive systems, e.g. the automotive sector, telecommunication systems, embedded systems in general, industrial automation systems and business applications. Moreover, the outcome of web services offers a new platform for enabling software intensive systems. Complex systems research is focused on the overall understanding of systems rather than their components. Complex systems are very much characterized by the changing environments in which they operate through their multiple internal and external interactions. They evolve and adapt through (internal and external) dynamic interactions. The development of intelligent systems and agents, which is increasingly characterized by the use of ontologies, can be beneficial for software intensive systems and complex systems alike. Accordingly, recent research in the areas of intelligent systems, robotics, neuroscience, artificial intelligence, and the cognitive sciences is essential to the future development of software intensive and complex systems.

Impact of Mobile Services on Business Development and E-Commerce

Liébana, Francisco,Kalini?, Zoran,Luna, Iviane Ramos de,Rodríguez-Ardura, Inma
Impact of Mobile Services on Business Development and E Commerce Book PDF

Author : Liébana, Francisco,Kalini?, Zoran,Luna, Iviane Ramos de,Rodríguez-Ardura, Inma
Publisher : IGI Global
Page : 280 pages
File Size : 54,6 Mb
Release : 2019-09-27
Category : Business & Economics
ISBN : 9781799800521

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Impact of Mobile Services on Business Development and E-Commerce by Liébana, Francisco,Kalini?, Zoran,Luna, Iviane Ramos de,Rodríguez-Ardura, Inma Pdf

Mobile devices have become an essential item in the daily lives of many people. As with any innovation, mobile services present both opportunities and challenges to current business models. The development of mobile communication coupled with evolving mobile services have completely changed the business landscape and have transformed consumer behavior. It is important to understand the impact that these services have on users’ lives, business, and society. Impact of Mobile Services on Business Development and E-Commerce is a collection of innovative research that focuses on the importance of mobile services in business development and discusses the provision of decentralized services, mobile commerce and marketing, and new models for the delivery of mobile services such as business-to-consumer and peer-to-peer. While highlighting topics including global market, consumer behavior, and customer satisfaction, this book is ideally designed for business managers, executives, marketers, entrepreneurs, financial advisors, consumer behavior analysts, computer engineers, software developers, IT specialists, students, researchers, and business professionals.

Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments

Granata, Giuseppe,Moretta Tartaglione, Andrea,Tsiakis, Theodosios
Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments Book PDF

Author : Granata, Giuseppe,Moretta Tartaglione, Andrea,Tsiakis, Theodosios
Publisher : IGI Global
Page : 413 pages
File Size : 41,6 Mb
Release : 2019-05-30
Category : Business & Economics
ISBN : 9781522578574

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Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments by Granata, Giuseppe,Moretta Tartaglione, Andrea,Tsiakis, Theodosios Pdf

Global economic scenarios are increasing in complexity due to the recent global financial crisis, globalization, the evolution of ICT, and the changing behaviors of consumers. This has made it difficult to predict trends and build strategies within the retail industry. As a result, long-term forecasts and schedules are not possible, and more research is needed to explore today’s consumer profile and set the frameworks for future recovery strategies. Predicting Trends and Building Strategies for Consumer Engagement in Retail Environments is a pivotal reference source that provides practical insights into improving the understanding of complex retail environments and consumer shopping behaviors in order to predict trends and develop strategies for retailers in times of economic crisis. While highlighting topics such as consumer engagement, industry models, and market globalization, this publication explores qualitative and quantitative methods of interest and the multidisciplinary approaches revolving around the industry. This book is ideally designed for marketers, managers, practitioners, retail professionals, academicians, researchers, and students seeking current research on relationship marketing, digital marketing, service management, and complexity theories.

Digital Influence on Consumer Habits

Nripendra Singh,Pooja Kansra,S. L. Gupta
Digital Influence on Consumer Habits Book PDF

Author : Nripendra Singh,Pooja Kansra,S. L. Gupta
Publisher : Emerald Group Publishing
Page : 222 pages
File Size : 41,7 Mb
Release : 2024-04-23
Category : Business & Economics
ISBN : 9781804553442

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Digital Influence on Consumer Habits by Nripendra Singh,Pooja Kansra,S. L. Gupta Pdf

Readers will learn service quality, peer pressure, online reviewers’ effect in the digital environment to aid in understanding the various risks and challenges involved in the digital environment, with examples of changing business and consumer scenario case studies as a result of Digital Transformation.

Mobile Commerce: Concepts, Methodologies, Tools, and Applications

Management Association, Information Resources
Mobile Commerce Concepts Methodologies Tools and Applications Book PDF

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 1555 pages
File Size : 53,7 Mb
Release : 2017-06-19
Category : Business & Economics
ISBN : 9781522526001

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Mobile Commerce: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

In the era of digital technology, business transactions and partnerships across borders have become easier than ever. As part of this shift in the corporate sphere, managers, executives, and strategists across industries must acclimate themselves with the challenges and opportunities for conducting business. Mobile Commerce: Concepts, Methodologies, Tools, and Applications provides a comprehensive source of advanced academic examinations on the latest innovations and technologies for businesses. Including innovative studies on marketing, mobile commerce security, and wireless handheld devices, this multi-volume book is an ideal source for researchers, scholars, business executives, professionals, and graduate-level students.

Handbook of Research on Leveraging Consumer Psychology for Effective Customer Engagement

Suki, Norazah Mohd
Handbook of Research on Leveraging Consumer Psychology for Effective Customer Engagement Book PDF

Author : Suki, Norazah Mohd
Publisher : IGI Global
Page : 374 pages
File Size : 55,7 Mb
Release : 2016-07-22
Category : Business & Economics
ISBN : 9781522507475

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Handbook of Research on Leveraging Consumer Psychology for Effective Customer Engagement by Suki, Norazah Mohd Pdf

Consumer behavior is becoming increasingly complex in the current global market. A broader understanding of the psychologically-driven motivation of consumers and characteristics of the consumer decision-making process is vital for effective customer engagement in the global economy. The Handbook of Research on Leveraging Consumer Psychology for Effective Customer Engagement provides current research on topics relevant to consumer beliefs, feelings, attitudes, and intentions and how best to utilize this research improving consumer appeal and relationships. Emphasizing critical topics in the field of consumer behavior research, this publication is a comprehensive resource for marketing professionals, managers, retailers, advertising executives, scholars, and graduate-level students in marketing, psychology, and MBA programs.

Service Management

Jay Kandampully
Service Management Book PDF

Author : Jay Kandampully
Publisher : Springer Science & Business Media
Page : 341 pages
File Size : 54,6 Mb
Release : 2011-12-09
Category : Business & Economics
ISBN : 9781461415534

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Service Management by Jay Kandampully Pdf

“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia

Samrena Jabeen,Abu Bakar Abdul Hamid
Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia Book PDF

Author : Samrena Jabeen,Abu Bakar Abdul Hamid
Publisher : Partridge Publishing Singapore
Page : 192 pages
File Size : 50,7 Mb
Release : 2019-06-27
Category : Business & Economics
ISBN : 9781543752038

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Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia by Samrena Jabeen,Abu Bakar Abdul Hamid Pdf

Retail Service Quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The current study has investigated the interrelationship between service quality, customer satisfaction, customer loyalty with switching intentions of customers, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides, the study verified store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and identifying the needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers.

Marketing and Smart Technologies

José Luís Reis,Marc K. Peter,Ricardo Cayolla,Zorica Bogdanović
Marketing and Smart Technologies Book PDF

Author : José Luís Reis,Marc K. Peter,Ricardo Cayolla,Zorica Bogdanović
Publisher : Springer Nature
Page : 715 pages
File Size : 51,7 Mb
Release : 2022-03-14
Category : Technology & Engineering
ISBN : 9789811692727

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Marketing and Smart Technologies by José Luís Reis,Marc K. Peter,Ricardo Cayolla,Zorica Bogdanović Pdf

This book includes selected papers presented at the International Conference on Marketing and Technologies (ICMarkTech 2021), held at University of La Laguna, Tenerife, Spain, during December 2–4, 2021. It covers up-to-date cutting-edge research on artificial intelligence applied in marketing, virtual and augmented reality in marketing, business intelligence databases and marketing, data mining and big data, marketing data science, web marketing, e-commerce and v-commerce, social media and networking, geomarketing and IoT, marketing automation and inbound marketing, machine learning applied to marketing, customer data management and CRM, and neuromarketing technologies.

Proceedings of the International Conference Theory and Applications in the Knowledge Economy

Eduardo Tomé
Proceedings of the International Conference Theory and Applications in the Knowledge Economy Book PDF

Author : Eduardo Tomé
Publisher : Eduardo Tomé
Page : 923 pages
File Size : 52,9 Mb
Release : 2016-07-08
Category : Business & Economics
ISBN : 9789892068060

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Proceedings of the International Conference Theory and Applications in the Knowledge Economy by Eduardo Tomé Pdf

Foreword TAKE 2016 is a dream that came true. In about six months, a group of friends and colleagues put together in an upcoming and very dynamic university a conference with 9 streams, 3 keynotes, and 3 special sessions. 60 papers presented, 6 posters and around 80 participants from 20 countries. This is awesome! I would like to deeply thank Aveiro University, the GOVCOPP research centre, the conference committee, the keynote speakers, the special session convenors, the stream leaders, the reviewers, the authors, and the administrative people for all their work and support. I want to have two special words one for Blazenka Knezevic without whom the website would not have been possible, the other for Gaby Neumann for work in these Proceedings. Scientifically, TAKE seems to be as important and new and far reaching. We don’t have shortage of models regarding the knowledge economy but we decisively lack to explore the relation between theory and practice. TAKE is a step in exploring that difference. We know that “Exact sciences find the best answers and social sciences give the best questions” (J.C. Spender) and we also know that “Knowledge Management is more preached by scholars than done by practitioners” (Aino Kianto). We assume the first idea and try to overcome the second. Hopefully TAKE 2016 will be a great success. Thank you for everything.

M-Commerce

Punita Duhan,Anurag Singh
M Commerce Book PDF

Author : Punita Duhan,Anurag Singh
Publisher : CRC Press
Page : 304 pages
File Size : 48,8 Mb
Release : 2019-03-04
Category : Business & Economics
ISBN : 9780429946813

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M-Commerce by Punita Duhan,Anurag Singh Pdf

This volume presents a pragmatic approach to understanding and capitalizing on contemporary m-commerce trend. It comprehensively encapsulates the evolution, emergent trends, hindrances and challenges, and customer perceptions about various facets of how physical and online retail channels are merging, blurring, and influencing each other in new ways. The rapid rise of m-commerce (or mobile commerce) has led to the emergence of new paradigms in the marketplace. The difference between physical and digital retail is diminishing, and a new “phygital retail” phenomenon is on the rise. Marketers need to understand this emerging paradigm and consider the new opportunities and challenges involved. This volume, M-Commerce: Experiencing the Phygital Retail, provides a comprehensive discussion of the contemporary m-commerce concepts along with the emerging paradigms in a pragmatic way. It presents empirical analyses and reviews on the myriad aspects of m-commerce, including both contemporary academic and business research.

Implementing Automation Initiatives in Companies to Create Better-Connected Experiences

Remondes, Jorge,Teixeira, Sandrina
Implementing Automation Initiatives in Companies to Create Better Connected Experiences Book PDF

Author : Remondes, Jorge,Teixeira, Sandrina
Publisher : IGI Global
Page : 324 pages
File Size : 47,5 Mb
Release : 2022-06-30
Category : Business & Economics
ISBN : 9781668455401

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Implementing Automation Initiatives in Companies to Create Better-Connected Experiences by Remondes, Jorge,Teixeira, Sandrina Pdf

Digital transformation is spreading throughout every industry all over the world. Acquiring new technologies to use within business practices increases productivity and strengthens the connection between businesses and their consumers. The digital transformation process and automation promotion must be intensified and explored globally so that economies can grow and develop, providing a better quality of life for their populations. Implementing Automation Initiatives in Companies to Create Better-Connected Experiences explores the most current and decisive topics for business and academia. It evaluates the ways in which automation and connectivity help the decision-making process of companies and the learning process for students and researchers. Covering topics such as consumer behavior, omnichannel retailing, and metaverse applications in business, this premier reference source is an excellent resource for business executives and managers, IT managers, marketers, agencies, government officials, students and faculty of higher education, researchers, and academia.

Mobile Platforms, Design, and Apps for Social Commerce

Pelet, Jean-Éric
Mobile Platforms Design and Apps for Social Commerce Book PDF

Author : Pelet, Jean-Éric
Publisher : IGI Global
Page : 411 pages
File Size : 53,6 Mb
Release : 2017-05-17
Category : Business & Economics
ISBN : 9781522524700

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Mobile Platforms, Design, and Apps for Social Commerce by Pelet, Jean-Éric Pdf

While social interactions were once a personal endeavor, more contact is now done virtually. Mobile technologies are an ever-expanding area of research which can benefit users on the organizational level, as well as the personal level. Mobile Platforms, Design, and Apps for Social Commerce is a critical reference source that overviews the current state of personal digital technologies and experiences. Highlighting fascinating topics such as M-learning applications, social networks, mHealth applications and mobile MOOCs, this publication is designed for all academicians, students, professionals, and researchers that are interested in discovering more about how the use of mobile technologies can aid in human interaction.