The effect of mobile application-driven customer participation on bakery purchase behavior: Evidence from a field experiment

Jang, Seongsoo; Chong, Kiwon; Yoo, Changjo

doi:10.1016/j.ijhm.2021.102865

Cited by 14 publications

(9 citation statements)

References 76 publications

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“…, 2021). They have expanded into multiple businesses, especially from the emergence of information, mobile communication and social media technologies (Jang et al. , 2021; Kim et al.…”

Section: Resultsmentioning

confidence: 99%

“…Among them, loyalty programs have been widely used as marketing strategies to increase brand loyalty (Kim et al, 2021). They have expanded into multiple businesses, especially from the emergence of information, mobile communication and social media technologies (Jang et al, 2021;Kim et al, 2021). From joining a loyalty program, customers can derive reward attractiveness, knowledge benefit, experiential benefit, comfort, group belongingness and customer engagement value (Jang et al, 2021).…”

Section: Gamification In the Customer Journeymentioning

confidence: 99%

“…They have expanded into multiple businesses, especially from the emergence of information, mobile communication and social media technologies (Jang et al, 2021;Kim et al, 2021). From joining a loyalty program, customers can derive reward attractiveness, knowledge benefit, experiential benefit, comfort, group belongingness and customer engagement value (Jang et al, 2021). In that regard, gamification can boost customer engagement and perceived benefits in loyalty programs, contributing directly (i.e.…”

Section: Gamification In the Customer Journeymentioning

confidence: 99%

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Gamification in the customer journey: a conceptual model and future research opportunities

Silva

Mendes²,

Teixeira³

et al. 2023

JSTP

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PurposeWhile academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.Design/methodology/approachSince CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.FindingsThis article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.Originality/valueThis article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.

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“…, 2021). They have expanded into multiple businesses, especially from the emergence of information, mobile communication and social media technologies (Jang et al. , 2021; Kim et al.…”

Section: Resultsmentioning

confidence: 99%

Section: Gamification In the Customer Journeymentioning

confidence: 99%

Section: Gamification In the Customer Journeymentioning

confidence: 99%

See 1 more Smart Citation

Gamification in the customer journey: a conceptual model and future research opportunities

Silva

Mendes²,

Teixeira³

et al. 2023

JSTP

View full text Add to dashboard Cite

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“…Device perceived usefulness and by extension usage is positively affected by mobile devices' ubiquitous character, making further positive impact on visitors' perceived value [19]. Jang et al [20], highlighted the importance of comprehending mobile utilization for the purpose of customer participation and usage increase. Ubiquity could pose an important role in the online retail industry, because of mobiles' universal connectivity and customer targeting [21].…”

Section: Determination Of Usage In Mobile and Desktop Devicesmentioning

confidence: 99%

Big Data Contribution in Desktop and Mobile Devices Comparison, Regarding Airlines’ Digital Brand Name Effect

Σακάς

Giannakopoulos

2021

BDCC

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Rising demand for optimized digital marketing strategies has led firms in a hunt to harvest every possible aspect indicating users’ experience and preference. People visit, regularly through the day, numerous websites using both desktop and mobile devices. For businesses to acknowledge device’s usage rates is extremely important. Thus, this research is focused on analyzing each device’s usage and their effect on airline firms’ digital brand name. In the first phase of the research, we gathered web data from 10 airline firms during an observation period of 180 days. We then proceeded in developing an exploratory model using Fuzzy Cognitive Mapping, as well as a predictive and simulation model using Agent-Based Modeling. We inferred that various factors of airlines’ digital brand name are affected by both desktop and mobile usage, with mobile usage having a slightly bigger impact on most of them, with gradually rising values. Desktop device usage also appeared to be quite significant, especially in traffic coming from referral sources. The paper’s contribution has been to provide a handful of time-accurate insights for marketeers, regarding airlines’ digital marketing strategies.

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“…( InterContinental Hotels Group Customers can use the IHG app to check in, check out, and make service requests by mobile application (Lei, , Wang, & Law, 2019). Moreover, Jang, Chong, & Yoo, (2021) classified the retailer portable applications ("retailer applications"), as one kind of famous practical promoting devices, offer a method for embracing "pull" rather than "push" advertising exercises, since clients download the applications, intelligently speak with the organizations, and give input on the offered items and administrations .…”

Section: Review Of Literaturementioning

confidence: 99%

Customer Opinions on Mobile Applications Used in the Egyptian Hospitality Industry: An Exploratory Study

Menesy¹

2021

Journal of Tourism, Hotels and Heritage

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This research aims to determine customer opinions on mobile applications used in the Egyptian hospitality industry: an exploratory study. Therefore, the research methodology is the descriptive approach. In addition, the population of this research included the customers of Hurghada hotels in the five and four stars hotels. Consequently, this research sample was chosen using a stratified random sample. Using the Cochran's equation, the optimum size of the research sample was deduced (see table 1). The researcher distributed 170 questionnaires, only 162 of which were appropriate for analysis, with a 95.3 % respondent rate. The results of this research showed there are significant differences between Egyptians and Foreigners regarding the satisfaction of using mobile applications in the hospitality industry and there is a statistical significant effect of awareness of mobile apps and customer satisfaction with using mobile applications in the hospitality industry. The most important study recommendation is the hospitality industry in Egypt must develop its services via mobile to include multiple and different services, and its role is not limited to giving information about the place only.

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The effect of mobile application-driven customer participation on bakery purchase behavior: Evidence from a field experiment

Cited by 14 publications

References 76 publications

Gamification in the customer journey: a conceptual model and future research opportunities

Gamification in the customer journey: a conceptual model and future research opportunities

Big Data Contribution in Desktop and Mobile Devices Comparison, Regarding Airlines’ Digital Brand Name Effect

Customer Opinions on Mobile Applications Used in the Egyptian Hospitality Industry: An Exploratory Study

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