Mobile app vs. desktop browser platforms : the relationships among customer engagement, experience, relationship quality and loyalty intention
Gespeichert in:
| Autor*in: |
Khan, Imran [verfasserIn] Hollebeek, Linda D. [verfasserIn] Fatma, Mobin [verfasserIn] Islam, Jamid Ul [verfasserIn] Rather, Raouf Ahmad [verfasserIn] Shahid, Shadma [verfasserIn] Sigurdsson, Valdimar [verfasserIn] |
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| Format: |
E-Artikel |
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| Sprache: |
Englisch |
| Erschienen: |
2023 |
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| Schlagwörter: |
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| Übergeordnetes Werk: |
Enthalten in: Journal of marketing management - Abingdon [u.a.] : Routledge, Taylor & Francis Group, 1985, 39(2023), 3/4, Seite 275-297 |
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| Übergeordnetes Werk: |
volume:39 ; year:2023 ; number:3/4 ; pages:275-297 |
| Links: |
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| DOI / URN: |
10.1080/0267257X.2022.2106290 |
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| Katalog-ID: |
1850958548 |
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| 982 | |2 26 |1 00 |x DE-206 |b The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses. | ||
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10.1080/0267257X.2022.2106290 doi (DE-627)1850958548 (DE-599)KXP1850958548 DE-627 ger DE-627 rda eng Khan, Imran verfasserin (DE-588)1110207115 (DE-627)864817355 (DE-576)475744527 aut Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Raouf Ahmad Rather, Shadma Shahid, Valdimar Sigurdsson 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Consumer behavior (dpeaa)DE-206 customer engagement (dpeaa)DE-206 customer experience (dpeaa)DE-206 desktop browser (dpeaa)DE-206 mobile apps (dpeaa)DE-206 relationship quality (dpeaa)DE-206 Hollebeek, Linda D. verfasserin (DE-588)1203091060 (DE-627)1687874212 aut Fatma, Mobin verfasserin aut Islam, Jamid Ul verfasserin aut Rather, Raouf Ahmad verfasserin aut Shahid, Shadma verfasserin aut Sigurdsson, Valdimar verfasserin aut Enthalten in Journal of marketing management Abingdon [u.a.] : Routledge, Taylor & Francis Group, 1985 39(2023), 3/4, Seite 275-297 Online-Ressource (DE-627)34135225X (DE-600)2067949-X (DE-576)27389711X 1472-1376 nnns volume:39 year:2023 number:3/4 pages:275-297 https://www.tandfonline.com/doi/pdf/10.1080/0267257X.2022.2106290 Verlag lizenzpflichtig https://doi.org/10.1080/0267257X.2022.2106290 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4012 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 39 2023 3/4 275-297 26 01 0206 4343408914 x1z 26-06-23 26 00 DE-206 The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses. |
| spelling |
10.1080/0267257X.2022.2106290 doi (DE-627)1850958548 (DE-599)KXP1850958548 DE-627 ger DE-627 rda eng Khan, Imran verfasserin (DE-588)1110207115 (DE-627)864817355 (DE-576)475744527 aut Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Raouf Ahmad Rather, Shadma Shahid, Valdimar Sigurdsson 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Consumer behavior (dpeaa)DE-206 customer engagement (dpeaa)DE-206 customer experience (dpeaa)DE-206 desktop browser (dpeaa)DE-206 mobile apps (dpeaa)DE-206 relationship quality (dpeaa)DE-206 Hollebeek, Linda D. verfasserin (DE-588)1203091060 (DE-627)1687874212 aut Fatma, Mobin verfasserin aut Islam, Jamid Ul verfasserin aut Rather, Raouf Ahmad verfasserin aut Shahid, Shadma verfasserin aut Sigurdsson, Valdimar verfasserin aut Enthalten in Journal of marketing management Abingdon [u.a.] : Routledge, Taylor & Francis Group, 1985 39(2023), 3/4, Seite 275-297 Online-Ressource (DE-627)34135225X (DE-600)2067949-X (DE-576)27389711X 1472-1376 nnns volume:39 year:2023 number:3/4 pages:275-297 https://www.tandfonline.com/doi/pdf/10.1080/0267257X.2022.2106290 Verlag lizenzpflichtig https://doi.org/10.1080/0267257X.2022.2106290 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4012 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 39 2023 3/4 275-297 26 01 0206 4343408914 x1z 26-06-23 26 00 DE-206 The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses. |
| allfields_unstemmed |
10.1080/0267257X.2022.2106290 doi (DE-627)1850958548 (DE-599)KXP1850958548 DE-627 ger DE-627 rda eng Khan, Imran verfasserin (DE-588)1110207115 (DE-627)864817355 (DE-576)475744527 aut Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Raouf Ahmad Rather, Shadma Shahid, Valdimar Sigurdsson 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Consumer behavior (dpeaa)DE-206 customer engagement (dpeaa)DE-206 customer experience (dpeaa)DE-206 desktop browser (dpeaa)DE-206 mobile apps (dpeaa)DE-206 relationship quality (dpeaa)DE-206 Hollebeek, Linda D. verfasserin (DE-588)1203091060 (DE-627)1687874212 aut Fatma, Mobin verfasserin aut Islam, Jamid Ul verfasserin aut Rather, Raouf Ahmad verfasserin aut Shahid, Shadma verfasserin aut Sigurdsson, Valdimar verfasserin aut Enthalten in Journal of marketing management Abingdon [u.a.] : Routledge, Taylor & Francis Group, 1985 39(2023), 3/4, Seite 275-297 Online-Ressource (DE-627)34135225X (DE-600)2067949-X (DE-576)27389711X 1472-1376 nnns volume:39 year:2023 number:3/4 pages:275-297 https://www.tandfonline.com/doi/pdf/10.1080/0267257X.2022.2106290 Verlag lizenzpflichtig https://doi.org/10.1080/0267257X.2022.2106290 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4012 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 39 2023 3/4 275-297 26 01 0206 4343408914 x1z 26-06-23 26 00 DE-206 The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses. |
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10.1080/0267257X.2022.2106290 doi (DE-627)1850958548 (DE-599)KXP1850958548 DE-627 ger DE-627 rda eng Khan, Imran verfasserin (DE-588)1110207115 (DE-627)864817355 (DE-576)475744527 aut Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Raouf Ahmad Rather, Shadma Shahid, Valdimar Sigurdsson 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Consumer behavior (dpeaa)DE-206 customer engagement (dpeaa)DE-206 customer experience (dpeaa)DE-206 desktop browser (dpeaa)DE-206 mobile apps (dpeaa)DE-206 relationship quality (dpeaa)DE-206 Hollebeek, Linda D. verfasserin (DE-588)1203091060 (DE-627)1687874212 aut Fatma, Mobin verfasserin aut Islam, Jamid Ul verfasserin aut Rather, Raouf Ahmad verfasserin aut Shahid, Shadma verfasserin aut Sigurdsson, Valdimar verfasserin aut Enthalten in Journal of marketing management Abingdon [u.a.] : Routledge, Taylor & Francis Group, 1985 39(2023), 3/4, Seite 275-297 Online-Ressource (DE-627)34135225X (DE-600)2067949-X (DE-576)27389711X 1472-1376 nnns volume:39 year:2023 number:3/4 pages:275-297 https://www.tandfonline.com/doi/pdf/10.1080/0267257X.2022.2106290 Verlag lizenzpflichtig https://doi.org/10.1080/0267257X.2022.2106290 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4012 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 39 2023 3/4 275-297 26 01 0206 4343408914 x1z 26-06-23 26 00 DE-206 The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses. |
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10.1080/0267257X.2022.2106290 doi (DE-627)1850958548 (DE-599)KXP1850958548 DE-627 ger DE-627 rda eng Khan, Imran verfasserin (DE-588)1110207115 (DE-627)864817355 (DE-576)475744527 aut Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Raouf Ahmad Rather, Shadma Shahid, Valdimar Sigurdsson 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Consumer behavior (dpeaa)DE-206 customer engagement (dpeaa)DE-206 customer experience (dpeaa)DE-206 desktop browser (dpeaa)DE-206 mobile apps (dpeaa)DE-206 relationship quality (dpeaa)DE-206 Hollebeek, Linda D. verfasserin (DE-588)1203091060 (DE-627)1687874212 aut Fatma, Mobin verfasserin aut Islam, Jamid Ul verfasserin aut Rather, Raouf Ahmad verfasserin aut Shahid, Shadma verfasserin aut Sigurdsson, Valdimar verfasserin aut Enthalten in Journal of marketing management Abingdon [u.a.] : Routledge, Taylor & Francis Group, 1985 39(2023), 3/4, Seite 275-297 Online-Ressource (DE-627)34135225X (DE-600)2067949-X (DE-576)27389711X 1472-1376 nnns volume:39 year:2023 number:3/4 pages:275-297 https://www.tandfonline.com/doi/pdf/10.1080/0267257X.2022.2106290 Verlag lizenzpflichtig https://doi.org/10.1080/0267257X.2022.2106290 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4012 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 39 2023 3/4 275-297 26 01 0206 4343408914 x1z 26-06-23 26 00 DE-206 The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses. |
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Khan, Imran misc Consumer behavior misc customer engagement misc customer experience misc desktop browser misc mobile apps misc relationship quality Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention |
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26 00 DE-206 The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses Mobile app vs. desktop browser platforms the relationships among customer engagement, experience, relationship quality and loyalty intention Imran Khan, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, Raouf Ahmad Rather, Shadma Shahid, Valdimar Sigurdsson Consumer behavior (dpeaa)DE-206 customer engagement (dpeaa)DE-206 customer experience (dpeaa)DE-206 desktop browser (dpeaa)DE-206 mobile apps (dpeaa)DE-206 relationship quality (dpeaa)DE-206 |
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code="x">DE-206</subfield><subfield code="b">The growing use of mobile technologies is spawning firms' adoption of mobile relationship-building techniques, including via mobile apps. However, despite the rapid rise of these technologies, little remains known regarding consumers' mobile app- (vs. desktop browser) related behaviours, and this is therefore investigated in this paper. Specifically, we explore the effect of customer engagement (CE) and customer experience (CX) on customers' relationship quality/loyalty intention across mobile app- (vs. desktop browser)-based interactions. Using structural equation modelling, we analyse data collected from 420 customers. The results reveal a stronger positive association between CE/CX and relationship quality/loyalty intention for mobile app- (vs. desktop browser)-based interactions, revealing the former's strategic importance. We conclude by discussing key implications that arise from our analyses.</subfield></datafield></record></collection>
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| score |
7.398508 |