RT info:eu-repo/semantics/article
T1 Bridging the gap between customer experience management and mobile shopping
T2 Redução da distância entre a gestão da experiência do cliente e as compras com celular
A1 San Martín Gutiérrez, Sonia
A1 Jiménez Torres, Nadia Huitzilin
A1 Puente Domínguez, Nuria
K1 Mobile commerce
K1 Customer experience management
K1 Satisfaction
K1 Perceived distance
K1 Comércio via celular
K1 Gestão da experiência do cliente
K1 Satisfação
K1 Distância percebida
K1 Consumidores-Preferencias
K1 Consumers' preferences
K1 Comercio electrónico
K1 Electronic commerce
AB Purpose – The purpose of this research is to study three clues (employee reputation, site design, and security) of the Customer Experience Management framework that can prompt mobile shopper satisfaction and repurchase intention. The moderator role of perceived distance of the retailer is explored. Design/methodology/approach – The Partial Least Squares approach was employed to analyze information gathered from 1053 mobile shoppers in a geographically extensive and emerging market (Mexico). Findings – The Customer Experience Management framework is helpful in explaining m-shopper satisfaction and intention to repurchase via mobile phone. Our findings show that reputation (particularly for consumers who perceive that retailers are near), site design (principally for consumers who perceive that retailers are far away), and security enhance mobile-shopper satisfaction. Satisfactory experiences increase repurchase intention, regardless of perceived distance of alternative retailers. Originality/value – This study contributes to understanding which factors mobile vendors (m-vendors) could manage in different ways to engender satisfaction and intention to repurchase via mobile, from the unexplored Customer Experience Management perspective and in a scarcely studied emerging market. Also, a key facet of this study is related to the moderating influence of perceived distance on the relationship between employee reputation, site design, and security, on one hand, and m-shopper satisfaction on the other.
PB Fundação Escola de Comércio Álvares Penteado
SN 1806-4892
YR 2019
FD 2019-04
LK http://hdl.handle.net/10259/9771
UL http://hdl.handle.net/10259/9771
LA eng
DS Repositorio Institucional de la Universidad de Burgos
RD 12-dic-2024