Value-in-Use and Mobile Technologies

Bruns, Katherina; Jacob, Frank

doi:10.1007/s12599-014-0349-x

Cited by 18 publications

(17 citation statements)

References 38 publications

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“…They can offer value propositions to customers (Vargo and Lusch 2008), thereby facilitating value for them by creating potential value that the customer can transform into value-in-use (Grönroos and Voima 2013). Consequently, value-in-use is created through the integration of LBS into customers' personal processes (Bruns and Jacob 2014). Context (social, physical, temporal, and/or spatial) determines value-in-use, which is created during a dynamic and experiential process of usage as a function of past, present, and envisioned future experiences (Grönroos and Voima 2013; Helkkula et al 2012a, b).…”

Section: Mobile Location-based Services and Value-in-usementioning

confidence: 99%

“…The use of mobile LBS may create new, digital customer touchpoints, enabling more active design and support of the entire customer journey through inner-city retailing (Faulds et al 2018;Kang et al 2015). However, to achieve these competitive advantages, customers need to actually use mobile LBS; in other words, mobile LBS must offer customers high value-in-use (e.g., Kleinaltenkamp et al 2018;Macdonald et al 2011Macdonald et al , 2016Bruns and Jacob 2014). In line with current research, we assume that value-in-use is a trade-off between benefits and sacrifices, which a customer perceives within the scope of achieving contextspecific goals in the usage process (Sweeney et al 2018;Macdonald et al 2016).…”

Section: Introductionmentioning

confidence: 99%

“…Moreover, while innovation adoption research has examined customers' acceptance and use of LBS, it has only looked into customers' intention to use this technology, not value-in-use. Nevertheless, some studies have focused on mobile apps' value-in-use in various usage contexts (e.g., Fang 2019;Bruns and Jacob 2014). Additionally, evidence has been found that previous user experiences have a moderating effect on the evaluation and use of mobile K apps (e.g., Hart and Sutcliffe 2019;Newman et al 2018;Workman 2014).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Mobile Location-Based Services’ Value-in-Use in Inner Cities: Do a Customer’s Shopping Patterns, Prior User Experience, and Sales Promotions Matter?

Schwipper

Peche

Schmitz

2020

Schmalenbach Bus Rev

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Mobile location-based services (LBS) represent a promising opportunity for inner-city retailers and service providers to react to changes in customer behavior due to digitalization. To gain competitive advantages, mobile LBS must offer customers high value-in-use and help them reach their shopping goals during their inner-city visits. Shopping goals differ depending on shopping patterns; thus, these patterns may influence customers’ evaluation of mobile LBS during inner-city visits. Since value-in-use is not only a context-specific but also a temporally dynamic construct, customers’ user experience must also be considered. Therefore, this study investigates the influence of customers’ shopping patterns and current user experience on their evaluation of mobile LBS’ value-in-use during inner-city visits. Moreover, the impacts of the offers transmitted through mobile LBS on the value-in-use are examined. Using field test data, we empirically verify a conceptualization of mobile LBS and determine a comprehensive view of mobile LBS’ value-in-use during shopping trips with different shopping patterns and user experience within a mixed-method analysis. Our results identify both utilitarian and hedonic value-in-use components as being empirically relevant for high value-in-use evaluations regarding mobile LBS in inner cities. Furthermore, the relevance of monetary benefits, fun benefits, and irritation on value-in-use vary according to customers’ user experience. A customer’s shopping pattern affects the value-in-use of mobile LBS; however, this effect is not as differentiated as expected. Moreover, the number of relevant monetary and non-monetary offers transmitted during an inner-city visit are shown to represent a potential, albeit limited, management instrument for affecting mobile LBS’ value-in-use.

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Section: Mobile Location-based Services and Value-in-usementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Mobile Location-Based Services’ Value-in-Use in Inner Cities: Do a Customer’s Shopping Patterns, Prior User Experience, and Sales Promotions Matter?

Schwipper

Peche

Schmitz

2020

Schmalenbach Bus Rev

View full text Add to dashboard Cite

show abstract

“…Secondly, the end users of mobility solutions are not interested in the characteristics of the individual assets, but in the added value that the use of combinations of assets provides them with (Bruns and Jacob 2014). As an example, car drivers are not so much interested in algorithms that determine traffic information on roadside signage, but in travel time reduction that can be achieved by means of traffic management.…”

Section: The Need For Service-dominant Business Models In the Mobilitmentioning

confidence: 99%

Service-Dominant Business Model Design for Digital Innovation in Smart Mobility

et al. 2018

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In many business domains, rapid changes have occurred as a consequence of digital innovation, i.e., the application of novel information technologies to achieve specific business goals. A domain where digital innovation has great potential is smart mobility, which aims at moving around large sets of people and goods in a specific geographic setting in an efficient and effective way. So far, many innovations in this domain have concentrated on relatively isolated, technology-driven developments, such as smart route planning for individual travelers. Nice as they are, they have relatively small impact on mobility on a large scale. To achieve substantial digital innovations-for example, optimizing commuting on a city-scale-it is necessary to align the efforts and related values of a spectrum of stakeholders that need to collaborate in a common business model. To this aim, the study proposes the use of service-dominant business logic, which emphasizes the interaction of value network partners as they co-create value through collaborative processes. Moving to this paradigm has significant implications on the way business is done: the business requirements for services will change faster, and the complexity of value networks required to meet these requirements will increase further. This requires new approaches to business engineering that are grounded in the premises of servicedominant logic. The paper introduces the service-dominant business model radar (SDBM/R) as an integral component of a business engineering framework. Following a design science approach, the SDBM/R has been developed in close collaboration with industry experts and evaluated through an extensive series of hands-on workshops with industry professionals from several business domains. This paper focuses on the application and evaluation in the smart mobility domain, addressing the design of new business models for digital innovation of collaborative transport of people and goods. In summary, it contributes a novel business design approach that has an academic background and relevant practical embedding.

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“…Wang et al (2016) discuss how mobile apps and platforms can serve as a new and innovative advertising channel. Mobile media are characterized as being portable, personal, interactive, multimodal, and converged (Larivière et al 2013, Bruns andJacob 2014). With their portable and personal nature, mobile media have great potential to be a pull promotional tool, i.e., the consumer chooses to download an app considered relevant and subsequently decides when, where, and how often to use it (Bellman et al 2011).…”

Section: The Emerging Use Of Mobile Devices As An Engagement Toolmentioning

confidence: 99%

The Dynamics of Consumer Engagement with Mobile Technologies

et al. 2017

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While important insights about the customer engagement concept have been gleaned in recent literature, little remains known regarding the nature and dynamics characterizing customers' engagement with mobile devices, particularly from a longitudinal perspective. Therefore, the objective of this paper is to examine how customer engagement with mobile technology is related to purchase behaviors over time as a dynamic iterative process. A unique database addressing customers' mobile engagement and purchase behaviors is used for the analysis. The results from a vector autoregressive (VAR) model suggest that customer mobile disengagement, where consumers abandon an app, has a strong negative long-term effect on purchase behaviors. However, purchase behaviors can alleviate the level of disengagement. The study, therefore, provides novel findings pertaining to the dynamic interrelationship between customers' engagement with new digital media and purchase behaviors, and therefore it has important scholarly and managerial implications.

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Value-in-Use and Mobile Technologies

Cited by 18 publications

References 38 publications

Mobile Location-Based Services’ Value-in-Use in Inner Cities: Do a Customer’s Shopping Patterns, Prior User Experience, and Sales Promotions Matter?

Mobile Location-Based Services’ Value-in-Use in Inner Cities: Do a Customer’s Shopping Patterns, Prior User Experience, and Sales Promotions Matter?

Service-Dominant Business Model Design for Digital Innovation in Smart Mobility

The Dynamics of Consumer Engagement with Mobile Technologies

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