Bridging the gap between customer experience management and mobile shopping

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...

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Bibliographic Details
Published in:Revista brasileira de gestão de negócios 2019-04, Vol.21 (2), p.213-234
Main Authors: San-Martín, Sonia, Jiménez, Nadia, Puente, Nuria
Format: Article
Language:eng ; por
Subjects:
Analysis
customer experience management
Customer satisfaction
Customer service
Customer services
Design
E-commerce
Electronic commerce
Emerging markets
Employees
Mobile businesses
Mobile commerce
perceived distance
Perceptions
Reputations
Retail stores
satisfaction
Shopping
Smartphones
Strategic management
Technology Acceptance Model
Wireless telephones
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Summary: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.
ISSN:1806-4892
1983-0807
DOI:10.7819/rbgn.v21i2.3971