How to enhance consumer experience over mobile wallet: a data-driven approach

References

• Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
   Google Scholar
• Chakravorti, B. (2017). Early Lessons from India’s Demonetization Experiment. Harvard Business Review, 14 Retrieved20 November 2020 https://hbr.org/2017/03/early-lessons-fromindiasdemonetization- experiment.
   Google Scholar
• Chatterjee, S. (2020). Drivers of helpfulness of online hotel reviews: A sentiment and emotion mining approach. International Journal of Hospitality Management, 85, 102356. https://doi.org/10.1016/j.ijhm.2019.102356
   Web of Science ®Google Scholar
• Chawla, D., & Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India–An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/IJBM-09-2018-0256
   Web of Science ®Google Scholar
• Chawla, D., & Joshi, H. (2020). The moderating role of gender and age in the adoption of mobile wallet. Foresight, 22(4), 483–504. https://doi.org/10.1108/FS-11-2019-0094
   Web of Science ®Google Scholar
• Corbin, J., & Strauss, A. (2014). Basics of qualitative research: Techniques and procedures for developing grounded theory. Sage publications.
   Google Scholar
• Cyr, D., Head, M., & Ivanov, A. (2009). Perceived interactivity leading to e-loyalty: Development of a model for cognitive–affective user responses. International Journal of Human-computer Studies, 67(10), 850–869. https://doi.org/10.1016/j.ijhcs.2009.07.004
   Web of Science ®Google Scholar
• De Keyser, A., Lemon, K. N., Klaus, P., & Keiningham, T. L. (2015). A framework for understanding and managing the customer experience. Marketing Science Institute Working Paper Series, 85(1), 15–121.
   Google Scholar
• Deutskens, E., De Ruyter, K., & Wetzels, M. (2006). An assessment of equivalence between online and mail surveys in service research. Journal of Service Research, 8(4), 346–355. https://doi.org/10.1177/1094670506286323
   Web of Science ®Google Scholar
• Di Pietro, L., Mugion, R. G., Mattia, G., Renzi, M. F., & Toni, M. (2015). The integrated model on mobile payment acceptance (IMMPA): An empirical application to public transport. Transportation Research Part C: Emerging Technologies, 56, 463–479. https://doi.org/10.1016/j.trc.2015.05.001
   Web of Science ®Google Scholar
• Forbes. (2017). After demonetization, Indian banking app. Retrieved November 28, 2020, from https://www.forbes.com/sites/joeescobedo/2017/02/13/after-demonetization-this-indian-banking-app-used-these-3-marketing-tricks-to-get-users-onboard/#1649095c3e0c
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Global Data. (2018). Mobile wallet is gradually displacing cash in India. Retrieved November 20, 2020, from www.globaldata.com/mobile-wallet-gradually-displacing-cash-india-says-globaldata/
   Google Scholar
• Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2010). Multivariate data analysis (7th ed.). Prentice Hall.
   Google Scholar
• Hayes, A. F., & Krippendorff, K. (2007). Answering the call for a standard reliability measure for coding data. Communication Methods and Measures, 1(1), 77–89. https://doi.org/10.1080/19312450709336664
   Google Scholar
• Heinonen, K., Strandvik, T., & Voima, P. (2013). Customer dominant value formation in service. European Business Review, 25(2), 104–123. https://doi.org/10.1108/09555341311302639
   Google Scholar
• Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126–142. https://doi.org/10.1016/j.elerap.2015.01.003
   Web of Science ®Google Scholar
• Islam, H., Jebarajakirthy, C., and Shankar, A. 2021 An experimental based investigation into the effects of website interactivity on customer behavior in on-line purchase context Journal of Strategic Marketing 29 2 117–140
   Google Scholar
• Jebarajakirthy, C., & Shankar, A. (2021). Impact of online convenience on mobile banking adoption intention: A moderated mediation approach. Journal of Retailing and Consumer Services, 58, 102323. https://doi.org/10.1016/j.jretconser.2020.102323
   Web of Science ®Google Scholar
• Jebarajakirthy, C., Yadav, R., & Shankar, A. (2020). Insights for luxury retailers to reach customers globally. Marketing Intelligence & Planning, 38(7), 797–811. https://doi.org/10.1108/MIP-10-2019-0493
   Web of Science ®Google Scholar
• Johnson, V. L., Kiser, A., Washington, R., & Torres, R. (2018). Limitations to the rapid adoption of m-payment services: Understanding the impact of privacy risk on m-payment services. Computers in Human Behavior, 79, 111–122. https://doi.org/10.1016/j.chb.2017.10.035
   Web of Science ®Google Scholar
• Jung, Y., & Suh, Y. (2019). Mining the voice of employees: A text mining approach to identifying and analyzing job satisfaction factors from online employee reviews. Decision Support Systems, 123, 113074. https://doi.org/10.1016/j.dss.2019.113074
   Web of Science ®Google Scholar
• Kaur, P., Dhir, A., Singh, N., Sahu, G., & Almotairi, M. (2020). An innovation resistance theory perspective on mobile payment solutions. Journal of Retailing and Consumer Services, 55, 102059. https://doi.org/10.1016/j.jretconser.2020.102059
   Web of Science ®Google Scholar
• Keiningham, T., Aksoy, L., Bruce, H. L., Cadet, F., Clennell, N., Hodgkinson, I. R., & Kearney, T. (2020). Customer experience driven business model innovation. Journal of Business Research, 116, 431–440. https://doi.org/10.1016/j.jbusres.2019.08.003
   Web of Science ®Google Scholar
• Khalilzadeh, J., Ozturk, A. B., & Bilgihan, A. (2017). Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry. Computers in Human Behavior, 70, 460–474. https://doi.org/10.1016/j.chb.2017.01.001
   Web of Science ®Google Scholar
• Khanra, S., Dhir, A., Islam, A. N., & Mäntymäki, M. (2020). Big data analytics in healthcare: A systematic literature review. Enterprise Information Systems, 14(7), 878–912. https://doi.org/10.1080/17517575.2020.1812005
   Web of Science ®Google Scholar
• Komulainen, H., & Saraniemi, S. (2019). Customer centricity in mobile banking: A customer experience perspective. International Journal of Bank Marketing, 37(5), 1082–1102. https://doi.org/10.1108/IJBM-11-2017-0245
   Web of Science ®Google Scholar
• Kumar, A., Adlakaha, A., & Mukherjee, K. (2018). The effect of perceived security and grievance redressal on continuance intention to use M-wallets in a developing country. International Journal of Bank Marketing, 36(7), 1170–1189. https://doi.org/10.1108/IJBM-04-2017-0077
   Web of Science ®Google Scholar
• Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869. https://doi.org/10.1007/s11747-010-0219-0
   Web of Science ®Google Scholar
• Lew, S., Tan, G. W. H., Loh, X. M., Hew, J. J., & Ooi, K. B. (2020). The disruptive mobile wallet in the hospitality industry: An extended mobile technology acceptance model. Technology in Society, 63, 101430. https://doi.org/10.1016/j.techsoc.2020.101430
   Web of Science ®Google Scholar
• Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2014). Antecedents of the adoption of the new mobile payment systems: The moderating effect of age. Computers in Human Behavior, 35, 464–478. https://doi.org/10.1016/j.chb.2014.03.022
   Web of Science ®Google Scholar
• Lin, H., Zhang, M., Gursoy, D., & Fu, X. (2019). Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy. Annals of Tourism Research, 76, 153–167. https://doi.org/10.1016/j.annals.2019.03.009
   Web of Science ®Google Scholar
• Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114. https://doi.org/10.1037/0021-9010.86.1.114
   PubMed Web of Science ®Google Scholar
• Malhotra, N. K., Kim, S. S., & Patil, A. (2006). Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52(12), 1865–1883. https://doi.org/10.1287/mnsc.1060.0597
   Web of Science ®Google Scholar
• Mallat, N. (2007). Exploring consumer adoption of mobile payments–A qualitative study. The Journal of Strategic Information Systems, 16(4), 413–432. https://doi.org/10.1016/j.jsis.2007.08.001
   Web of Science ®Google Scholar
• Matemba, E. D., & Li, G. (2018). Consumers’ willingness to adopt and use WeChat wallet: An empirical study in South Africa. Technology in Society, 53, 55–68. https://doi.org/10.1016/j.techsoc.2017.12.001
   Web of Science ®Google Scholar
• Mombeuil, C., & Uhde, H. (2020). Relative convenience, relative advantage, perceived security, perceived privacy, and continuous use intention of China’s WeChat Pay: A mixed-method two-phase design study. Journal of Retailing and Consumer Services 59 , 102384 https://doi.org/10.1016/j.jretconser.2020.102384.
   Web of Science ®Google Scholar
• Mombeuil, C. (2020). An exploratory investigation of factors affecting and best predicting the renewed adoption of mobile wallets. Journal of Retailing and Consumer Services, 55, 102127. https://doi.org/10.1016/j.jretconser.2020.102127
   Web of Science ®Google Scholar
• Pal, J., Chandra, P., Kameswaran, V., Parameshwar, A., Joshi, S., & Johri, A. (2018). Digital payment and its discontents: Street shops and the Indian government’s push for cashless transactions. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems (New York: ACM Press) (pp. 1–13).
   Google Scholar
• Rice, R. E. (1984). The new media: Communication, research, and technology. Sage Publications, Inc.
   Google Scholar
• Shaikh, A. A., Alharthi, M. D., & Alamoudi, H. O. (2020). Examining key drivers of consumer experience with (non-financial) digital services—An exploratory study. Journal of Retailing and Consumer Services, 55, 102073. https://doi.org/10.1016/j.jretconser.2020.102073
   Web of Science ®Google Scholar
• Shankar, A., and Datta, B. 2020 Measuring e-service quality: a review of literature International Journal of Services Technology and Management 26 1 77–100
   Web of Science ®Google Scholar
• Shankar, A., Datta, B., Jebarajakirthy, C., & Mukherjee, S. (2020a). Exploring mobile banking service quality: A qualitative approach. Services Marketing Quarterly, 41(2), 182–204. https://doi.org/10.1080/15332969.2020.1742982
   Google Scholar
• Shankar, A., Datta, B., & Jebarajakirthy, C. (2019). Are the generic scales enough to measure service quality of mobile banking? A comparative analysis of generic service quality measurement scales to mobile banking context. Services Marketing Quarterly, 40(3), 224–244. https://doi.org/10.1080/15332969.2019.1630176
   Google Scholar
• Shankar, A., & Datta, B. (2018). Factors affecting mobile payment adoption intention: An Indian perspective. Global Business Review, 19(3_suppl), S72–S89. https://doi.org/10.1177/0972150918757870
   Web of Science ®Google Scholar
• Shankar, A., & Datta, B. (2019). Measuring mobile commerce service quality: A review of literature. M-Commerce, 319–335.
   Google Scholar
• Shankar, A., & Jain, S. (2021). Factors affecting luxury consumers’ webrooming intention: A moderated-mediation approach. Journal of Retailing and Consumer Services, 58, 102306. https://doi.org/10.1016/j.jretconser.2020.102306
   Web of Science ®Google Scholar
• Shankar, A., and Jebarajakirthy, C. 2019 The influence of e-banking service quality on customer loyalty: a moderated mediation approach. International Journal of Bank Marketing 37 5 1119–1142
   Web of Science ®Google Scholar
• Shankar, A., Jebarajakirthy, C., & Ashaduzzaman, M. (2020b). How do electronic word of mouth practices contribute to mobile banking adoption? Journal of Retailing and Consumer Services, 52, 101920. https://doi.org/10.1016/j.jretconser.2019.101920
   Web of Science ®Google Scholar
• Shankar, A., & Kumari, P. (2016). Factors affecting mobile banking adoption behavior in India. The Journal of Internet Banking and Commerce, 21(1), 1–24 https://www.icommercecentral.com/openaccess/factors-affecting-mobile-banking-adoption-behavior-inindia. pdf.
   Google Scholar
• Shankar, A., & Rishi, B. (2020). Convenience matter in mobile banking adoption intention? Australasian Marketing Journal (AMJ), 28(4), 273–285. https://doi.org/10.1016/j.ausmj.2020.06.008
   Web of Science ®Google Scholar
• Shankar, A., Tiwari, A. K., & Gupta, M. (2021). Sustainable mobile banking application: A text mining approach to explore critical success factors. Journal of Enterprise Information Management. https://doi.org/10.1108/JEIM-10-2020-0426
   Google Scholar
• Shankar, A., and Yadav, R. 2021 Understanding the impact of CSR domain on brand relationship quality Marketing Intelligence & Planning 39 4 559–573
   Web of Science ®Google Scholar
• Shankar, A. (2021). How does convenience drive consumers’ webrooming intention? International Journal of Bank Marketing, 39(2), 312–336. https://doi.org/10.1108/IJBM-03-2020-0143
   Web of Science ®Google Scholar
• Sharma, S. K., Mangla, S. K., Luthra, S., & Al-Salti, Z. (2018). Mobile wallet inhibitors: Developing a comprehensive theory using an integrated model. Journal of Retailing and Consumer Services, 45, 52–63. https://doi.org/10.1016/j.jretconser.2018.08.008
   Web of Science ®Google Scholar
• Shaw, N. (2014). The mediating influence of trust in the adoption of the mobile wallet. Journal of Retailing and Consumer Services, 21(4), 449–459. https://doi.org/10.1016/j.jretconser.2014.03.008
   Google Scholar
• Shin, D. H. (2009). Towards an understanding of the consumer acceptance of mobile wallet. Computers in Human Behavior, 25(6), 1343–1354. https://doi.org/10.1016/j.chb.2009.06.001
   Web of Science ®Google Scholar
• Singh, N., Sinha, N., & Liébana-Cabanillas, F. J. (2020). Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use and social influence. International Journal of Information Management, 50, 191–205. https://doi.org/10.1016/j.ijinfomgt.2019.05.022
   Web of Science ®Google Scholar
• Singh, N., & Sinha, N. (2020). How perceived trust mediates merchant’s intention to use a mobile wallet technology. Journal of Retailing and Consumer Services, 52, 101894. https://doi.org/10.1016/j.jretconser.2019.101894
   Web of Science ®Google Scholar
• Singh, N., Srivastava, S., and Sinha, N. 2017 Consumer preference and satisfaction of M-wallets: A study on North Indian consumers International Journal of Bank Marketing 35 6 944–965
   Web of Science ®Google Scholar
• Talwar, M., Talwar, S., Kaur, P., Islam, A. N., & Dhir, A. (2020). Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory. Journal of Retailing and Consumer Services 63 , 102396 https://doi.org/10.1016/j.jretconser.2020.102396.
   Web of Science ®Google Scholar
• Wu, J., Liu, L., & Huang, L. (2017). Consumer acceptance of mobile payment across time. Industrial Management & Data Systems, 117(8), 1761–1776. https://doi.org/10.1108/IMDS-08-2016-0312
   Web of Science ®Google Scholar
• Yeo, V. C. S., Goh, S. K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150–162. https://doi.org/10.1016/j.jretconser.2016.12.013
   Web of Science ®Google Scholar