Developing a Mobile Applications Customer Experience Model (MACE)- Implications for Retailers

McLean, Graeme; Al‐Nabhani, Khalid; Wilson, Alan

doi:10.1016/j.jbusres.2018.01.018

Cited by 214 publications

(213 citation statements)

References 79 publications

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“…| 1365 studies aimed at understanding consumer overall evaluations of mobile apps in relation to: (a) service quality and satisfaction (e.g., Chang, 2015;Lin & Wang, 2006;Peng, Chen, & Wen, 2014); (b) apps' utility (e.g., Chopdar & Sivakumar, 2018); and (c) customer experience and/or "value in use" (e.g., Fang, 2019;Lee, 2018;McLean, Al-Nabhani, & Wilson, 2018). Building upon the studies reviewed so far, the present research considers the direct and indirect influence of the evaluation of an app's benefits (perceived value).…”

Section: The Evaluative Pathmentioning

confidence: 99%

Identification of two decision‐making paths underpinning the continued use of branded apps

Stocchi

Pourazad

Michaelidou

2020

Psychology and Marketing

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This study investigates two decision‐making paths that underpin the continued use of branded apps. One path originates from past use of a category of apps and leads to continued use of a branded app from that category via recognition. The second path also starts with past use, but leads to continued use through the evaluation of the app's benefits. Two empirical studies test and subsequently validate the resulting conceptual model, confirming that both paths underpin continued use; however, the strength of the theoretical links varies, and the two paths warrant separate investigation. These outcomes support the generalizability of the proposed model, highlighting its potential as a tool to advance the understanding of consumer decision‐making leading to the continued use of branded apps. The findings of this study also yield practical relevance, especially for the delineation of strategies to enhance the chances of market survival of branded apps.

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Section: The Evaluative Pathmentioning

confidence: 99%

Identification of two decision‐making paths underpinning the continued use of branded apps

Stocchi

Pourazad

Michaelidou

2020

Psychology and Marketing

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“…Most studies include the customers' feelings when dealing with CX. Specifically, researchers highlight a hedonic [16] and affective [17][18][19][20] experience, an emotional experience [21], positive in-shop emotions [22,23], feelings [24], and dominance, pleasure, and arousal [25,26]. Enjoyment is the most researched emotion [25,[27][28][29], and Foroudi et al [16] add the viewpoint of customers' recognition (e.g.…”

Section: Is a Multidimensional Constructmentioning

confidence: 99%

The Nature of Customer Experience and its Determinants in the Retail Context: Literature Review

Hermes¹,

Riedl²

2020

WI2020 Zentrale Tracks

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The purpose of this study is to investigate the nature of customer experience (CX) in the context of retail, as well as its determinants in a psychological context. Based on a comprehensive literature review we identified 45 relevant articles. Major results are: First, we identified 41 factors operationalizing CX. Bearing the vast amount of conceptualizations in mind, it follows that today we observe significant diversity in how CX is operationalized. Second, we identified 27 determinants of CX. A customer's psychology always plays a role during consumers' interaction with companies. Hence, we classified the identified factors into two categories. First, predominating psychological CX determinants which can hardly be, or not at all, influenced by companies. Second, interactive CX psychological determinants which can only be measured during or after an interaction with a company; moreover, these determinants can, at least partly, be influenced by a company.

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“…Attempts to systematize and unify the concepts of e-commerce and e-business have been made by many authors, such as De los Santos, B., Di Fatta, D., Fatonah S., Holland, C.P., Kim, D., McLean, G., Oláh, J., Palopoli, L., Qin Hu, L. et al [3][4][5][6][7][8][9][10][11].…”

Section: Related Workmentioning

confidence: 99%

Influence of E-Governance on Business and Economy

2019

GJEBA

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The development of information and communication technologies has reached a level where their use in government is becoming not only expedient but also inevitable. The Internet and ICT have created the technical and technological foundation that can significantly improve the efficiency of public administration, provide businesses and citizens with access to necessary information, simplify bureaucratic procedures and reduce the time for decision making. This article describes the new conditions in which the business is developing. The article presents the features of the interaction of e-government and business, the impact of e-government on the development of the economy as a whole. The authors analyzed the process of development of technologies for e-government. They reformulate the term "e-government" based on the definitions presented in the literature. The authors identified the tasks that are solved by means of e-government. Also, the authors set up indicators for evaluating the effectiveness of the e-government. Finally, the structure of the quality standard for e-government services was suggested. The implementation of the e-government demonstrates advantages for the further development of the economic sector and whole state in general.

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Developing a Mobile Applications Customer Experience Model (MACE)- Implications for Retailers

Cited by 214 publications

References 79 publications

Identification of two decision‐making paths underpinning the continued use of branded apps

Identification of two decision‐making paths underpinning the continued use of branded apps

The Nature of Customer Experience and its Determinants in the Retail Context: Literature Review

Influence of E-Governance on Business and Economy

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