Implementing A Sales Support app to Complement Face-to-Face Interaction: An Empirical Investigation of Business Value

References

• Agarwal, N., S. Chauhan, A. K. Kar, and S. Goyal. 2017. Role of human behaviour attributes in mobile crowd sensing: A systematic literature review. Digital Policy, Regulation and Governance 19 (2):168–85. doi:10.1108/DPRG-05-2016-0023.
   Web of Science ®Google Scholar
• Arsovski, Z., and V. Rankovi. 2011. Mobile supply chain management-key technologies and applications. Paper presented at the 5th international quality conference, Kragujevac, RS.
   Google Scholar
• Baxter, M., and D. Vater. 2014. Building the retail bank of the future. Bain & Company, 1–12.
   Google Scholar
• Bloch, P. H., D. L. Sherrell, and N. M. Ridgway. 1986. Consumer search: An extended framework. Journal of Consumer Research 13 (1):119–26. doi:10.1086/209052.
   Web of Science ®Google Scholar
• Bolat, E. 2017. Discovering magic of mobile technology in business: Strategic marketing perspective. Paper presented at the proceeding of the 2016 academy of marketing science (AMS) annual conference, Lake Buena, FL.
   Google Scholar
• Brynjolfsson, E., Y. J. Hu, and M. S. Rahman. 2013. Competing in the age of omnichannel retailing. Accessed April 4, 2019. https://sloanreview.mit.edu/article/competing-in-the-age-of-omnichannel-retailing/.
   Google Scholar
• Car, T., L. Pilepić, and M. Šimunić. 2014. Mobile technologies and supply chain management-lessons for the hospitality industry. Tourism and Hospitality Management 20 (2):207–19.
   Google Scholar
• Chaffey, D. 2017. Statistics on consumer mobile usage and adoption to inform your mobile marketing strategy mobile site design and app development. Accessed January 15, 2019. https://www.smartinsights.com/mobile-marketing/mobile-marketing-analytics/mobile-marketing-statistics/.
   Google Scholar
• Changchit, C., R. Lonkani, and J. Sampet. 2017. Mobile banking: Exploring determinants of its adoption. Journal of Organizational Computing and Electronic Commerce 27 (3):239–61. doi:10.1080/10919392.2017.1332145.
   Web of Science ®Google Scholar
• Chhonker, M. S., D. Verma, A. K. Kar, and P. Grover. 2018. M-commerce technology adoption: Thematic and citation analysis of scholarly research during (2008-2017). The Bottom Line 31 (3/4):208–33. doi:10.1108/BL-04-2018-0020.
   Web of Science ®Google Scholar
• Chong, A. Y. L., F. T. S. Chan, and K. B. Ooi. 2014. Exploratory study in determining the importance of key criteria in mobile supply chain management adoption for manufacturing firms: A multi-criteria approach. In Applications of multi-criteria and game theory approaches, ed. B. Lyes, H. Jean-Claude, and K. T. Manoj, 123–35. London: Springer.
   Google Scholar
• Dellaert, B. G., T. A. Arentze, M. Bierlaire, A. W. Borgers, and H. J. Timmermans. 1998. Investigating consumers’ tendency to combine multiple shopping purposes and destinations. Journal of Marketing Research 35 (25):177–88.
   Google Scholar
• Dinner, I. M., H. J. Heerde Van, and S. A. Neslin. 2014. Driving online and offline sales: The cross-channel effects of traditional, online display, and paid search advertising. Journal of Marketing Research 51 (5):527–45. doi:10.1509/jmr.11.0466.
   Web of Science ®Google Scholar
• Dixon, T., and A. Marston. 2002. Uk retail real estate and the effects of online shopping. Journal of Urban Technology 9 (3):19–47. doi:10.1080/1063073022000044279.
   Web of Science ®Google Scholar
• Eng, T. Y. 2006. Mobile supply chain management: Challenges for implementation. Technovation 26 (5):682–86. doi:10.1016/j.technovation.2005.07.003.
   Web of Science ®Google Scholar
• Falk, T., and S. Leist. 2014. Effects of mobile solutions for improving business processes. Paper presented at the European conference on information systems (ECIS), Tel-Aviv, IL.
   Google Scholar
• Fink, L., N. Yogev, and A. Even. 2017. Business intelligence and organizational learning: An empirical investigation of value creation processes. Information & Management 54 (1):38–56. doi:10.1016/j.im.2016.03.009.
   Web of Science ®Google Scholar
• Flavián, C., R. Gurrea, and C. Orús. 2016. Choice confidence in the webrooming purchase process: The impact of online positive reviews and the motivation to touch. Journal of Consumer Behaviour 15 (5):459–76. doi:10.1002/cb.1585.
   Web of Science ®Google Scholar
• Heinze, J., and C. Matt. 2018. Reducing the service deficit in m-commerce: How service-technology fit can support digital sales of complex products. International Journal of Electronic Commerce 22 (3):386–418. doi:10.1080/10864415.2018.1462940.
   Web of Science ®Google Scholar
• Henderson, J. M., and R. E. Quandt. 1958. Microeconomic theory: Investment theory of the firm. New York: McGraw Hill.
   Google Scholar
• Hiselius, L. W., L. S. Rosqvist, and E. Adell. 2015. Travel behaviour of online shoppers in sweden. Transport and Telecommunication Journal 16 (1):21–30. doi:10.1515/ttj-2015-0003.
   Web of Science ®Google Scholar
• Jarvenpaa, S. L., and K. R. Lang. 2005. Managing the paradoxes of mobile technology. Information Systems Management 22 (4):7–23. doi:10.1201/1078.10580530/45520.22.4.20050901/90026.2.
   Web of Science ®Google Scholar
• Juntumaa, M., N. T. Lauraeus, V. K. Tuunainen, and A. Öörni. 2009. Managing uncertainty in service production with mobile systems-case waste management company. Paper presented at the european conference on information systems (ECIS), Verona, IT.
   Google Scholar
• Kar, A. K., and P. Singh. 2012. A model for bundling mobile value added services using neural networks. International Journal of Applied Decision Sciences 5 (1):47–63. doi:10.1504/IJADS.2012.044946.
   Google Scholar
• Knoesen, H., and L. F. Seymour. 2016. Designing a process for identifying and managing the benefits of mobile enterprise applications in the insurance industry. Paper presented at the proceedings of the annual conference of the south african institute of computer scientists and information technologists, Johannesburg, ZA.
   Google Scholar
• Komulainen, H., T. Mainela, J. Tähtinen, and P. Ulkuniemi. 2007. Retailers’ different value perceptions of mobile advertising service. International Journal of Service Industry Management 18 (4):368–93. doi:10.1108/09564230710778146.
   Google Scholar
• Lenz, B. 2003. Will electronic commerce help to reduce traffic in agglomeration areas? Transportation Research Record 1858 (1):39–46. doi:10.3141/1858-06.
   Google Scholar
• Levi-Bliech, M., G. Naveh, N. Pliskin, and L. Fink. 2018. Mobile technology and business process performance: The mediating role of collaborative supply–chain capabilities. Information Systems Management 35 (4):308–29. doi:10.1080/10580530.2018.1503803.
   Web of Science ®Google Scholar
• Lieber, E., and C. Syverson. 2012. Online versus offline competition. In The oxford handbook of the digital economy, ed. M. Peitz, and J. Waldfogel, 189–207. New York: Oxford University Press.
   Google Scholar
• Moe, W. W. 2003. Buying, searching, or browsing: Differentiating between online shoppers using in-store navigational clickstream. Journal of Consumer Psychology 13 (1–2):29–39. doi:10.1207/153276603768344762.
   Web of Science ®Google Scholar
• Moe, W. W., and P. S. Fader. 2004. Dynamic conversion behavior at e-commerce sites. Management Science 50 (3):326–35. doi:10.1287/mnsc.1040.0153.
   Web of Science ®Google Scholar
• Mokhtarian, P. L. 2004. Telecommunication and travel: The case for complementarity. In Auswirkungen der virtuellen mobilität, ed. Institut für Mobilitätsforschung, 217–43. Berlin: Springer.
   Google Scholar
• Oguttu, A. W., and S. Tladi. 2009. The challenges e-commerce poses to the determination of a taxable presence: The permanent establishment concept analyzed from a south african perspective. Journal of International Commercial Law and Technology 4 (3):213–23.
   Google Scholar
• Ozok, A. A., K. Oldenburger, and G. Salvendy. 2007. Impact of consistency in customer relationship management on e-commerce shopper preferences. Journal of Organizational Computing and Electronic Commerce 17 (4):283–309. doi:10.1080/10919390701436424.
   Web of Science ®Google Scholar
• Ozturk, A. B., K. Nusair, F. Okumus, and N. Hua. 2016. The role of utilitarian and hedonic values on users’ continued usage intention in a mobile hotel booking environment. International Journal of Hospitality Management 57:106–15. doi:10.1016/j.ijhm.2016.06.007.
   Web of Science ®Google Scholar
• Pousttchi, K., and K. Habermann. 2009. Exploring the organizational effects of mobile business process reengineering. Paper presented at the mobile business, 2009. ICMB 2009. Eighth international conference on, Dalian, CN.
   Google Scholar
• Rossi, M., T. KristiinaVirpi, and M. Pesonen. 2007. Mobile technology in field customer service: Big improvements with small changes. Business Process Management Journal 13 (6):853–65. doi:10.1108/14637150710834596.
   Google Scholar
• Salomon, I. 1986. Telecommunications and travel relationships: A review. Transportation Research Part A: General 20 (3):223–38. doi:10.1016/0191-2607(86)90096-8.
   Google Scholar
• Sheng, H., F. F.-H. Nah, and K. Siau. 2005. Strategic implications of mobile technology: A case study using value-focused thinking. The Journal of Strategic Information Systems 14 (3):269–90. doi:10.1016/j.jsis.2005.07.004.
   Web of Science ®Google Scholar
• Singh, B. P., P. Grover, and A. K. Kar. 2017. Quality in mobile payment service in india. Paper presented at the conference on E-business, E-services and E-society, Delhi, IN.
   Google Scholar
• Singh, H., A. K. Kar, and P. V. Ilavarasan. 2017. Assessment of e-governance projects: An integrated framework and its validation. Paper presented at the proceedings of the special collection on eGovernment innovations in India, New Delhi, IN.
   Google Scholar
• Sismeiro, C., and R. E. Bucklin. 2004. Modeling purchase behavior at an e-commerce web site: A task-completion approach. Journal of Marketing Research 41 (3):306–23. doi:10.1509/jmkr.41.3.306.35985.
   Web of Science ®Google Scholar
• Söderlund, M., H. Berg, and J. Ringbo. 2014. When the customer has left the store: An examination of the potential for satisfaction rub-off effects and purchase versus no purchase implications. Journal of Retailing and Consumer Services 21 (4):529–36. doi:10.1016/j.jretconser.2014.04.004.
   Google Scholar
• Sohrabi, B., P. Mahmoudian, and I. Raeesi. 2012. A framework for improving e-commerce websites usability using a hybrid genetic algorithm and neural network system. Neural Computing and Applications 21 (5):1017–29. doi:10.1007/s00521-011-0674-7.
   Web of Science ®Google Scholar
• Sørensen, C., and J. S. Landau. 2015. Academic agility in digital innovation research: The case of mobile ict publications within information systems 2000–2014. The Journal of Strategic Information Systems 24 (3):158–70. doi:10.1016/j.jsis.2015.07.001.
   Web of Science ®Google Scholar
• Spaid, B. I., B. S. O’Neill, and T. T. Ow. 2019. The upside of showrooming: How online information creates positive spill-over for the brick-and-mortar retailer. Journal of Organizational Computing and Electronic Commerce 29 (4):294–315. doi:10.1080/10919392.2019.1671738.
   Web of Science ®Google Scholar
• Stevenson, M., and M. Spring. 2009. Supply chain flexibility: An inter-firm empirical study. International Journal of Operations & Production Management 29 (9):946–71. doi:10.1108/01443570910986238.
   Web of Science ®Google Scholar
• Taylor, D. G., and M. Levin. 2014. Predicting mobile app usage for purchasing and information-sharing. International Journal of Retail & Distribution Management 42 (8):759–74. doi:10.1108/IJRDM-11-2012-0108.
   Google Scholar
• Taylor, G. 2015. More than 90% of consumers use smartphones while shopping in stores. Accessed January 9, 2019. https://www.retailtouchpoints.com/topics/mobile/more-than-90-of-consumers-use-smartphones-while-shopping-in-stores.
   Google Scholar
• Torres, M. H. C., R. Haesevoets, and T. Holvoet. 2013. Coos: Coordination support for mobile collaborative applications. Paper presented at the international conference on mobile and ubiquitous systems: computing, networking, and services, Beijing, CN.
   Google Scholar
• Turban, E., and D. King. 2003. Introduction to e-commerce. Upper Saddle River, New Jersey: Prentice Hall.
   Google Scholar
• Turban, E., J. Outland, D. King, J. K. Lee, T.-P. Liang, and D. C. Turban. 2017. Electronic commerce 2018: A managerial and social networks perspective. Cham: Springer.
   Google Scholar
• Vuolle, M. 2011. Measuring performance impacts of mobile business services from the customer perspective. Thesis, Tampere university of technology.
   Google Scholar
• Wang, R. J.-H., E. C. Malthouse, and L. Krishnamurthi. 2015. On the go: How mobile shopping affects customer purchase behavior. Journal of Retailing 91 (2):217–34. doi:10.1016/j.jretai.2015.01.002.
   Web of Science ®Google Scholar
• Weltevreden, J. W., and T. van Rietbergen. 2007. E‐shopping versus city centre shopping: The role of perceived city centre attractiveness. Tijdschrift Voor Economische En Sociale Geografie 98 (1):68–85. doi:10.1111/j.1467-9663.2007.00377.x.
   Web of Science ®Google Scholar
• Yang, Y., Y. Gong, B. Yu, J. Zhang, and T. He. 2016. What drives online-to-offline commerce: From a perspective of consumer. Paper presented at the fifteenth wuhan international conference on e-business, WHICEB 2016, Wuhan, CN.
   Google Scholar
• Yu, C. S., and W. Chantatub. 2015. Consumers’ resistance to using mobile banking: Evidence from thailand and taiwan. International Journal of Electronic Commerce Studies 7 (1):21–38. doi:10.7903/ijecs.1375.
   Google Scholar
• Yuan, Y., N. Archer, C. E. Connelly, and W. Zheng. 2010. Identifying the ideal fit between mobile work and mobile work support. Information & Management 47 (3):125–37. doi:10.1016/j.im.2009.12.004.
   Web of Science ®Google Scholar
• Yuan, Y., and W. Zheng. 2009. Mobile task characteristics and the needs for mobile work support: A comparison between mobile knowledge workers and field workers. Paper presented at the 2009 eighth international conference on mobile business (ICMB 2009), Dalian, CN.
   Google Scholar
• Zhang, C., Z. Sun, G. Heo, L. Di, and L. Lin. 2016. Developing a geopackage mobile app to support field operations in agriculture. Paper presented at the 2016 fifth international conference on agro-geoinformatics (agro-geoinformatics), Tianjin, CN.
   Google Scholar