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The mobile shopping revolution: Redefining the consumer decision process

Author

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  • Faulds, David J.
  • Mangold, W. Glynn
  • Raju, P.S.
  • Valsalan, Sarath

Abstract

The use of mobile devices by consumers and the accompanying response by retailers is rapidly revolutionizing the retail environment. In the past, retailers have focused primarily on the outcome (to purchase or not to purchase) of the consumer decision process, but now mobile technologies give retailers the opportunity to more actively influence the entire consumer decision-making processes. The increasing use of mobile devices by consumers makes shopping a continuous rather than discrete activity that requires retailers to engage with their customers at critical touch points of the decision process in order to provide a more customer-centric experience. This change in focus from the decision outcome to the decision process signifies an important paradigm shift for the retailing industry. After an extensive review of the literature, we identify four pillars that form the foundation for the mobile shopping revolution and represent the essential ways and means through which retailers can engage with consumers during the decision process. We also discuss the different areas in which the pillars can enable retailers to achieve a sustainable competitive advantage in the mobile shopping era.

Suggested Citation

  • Faulds, David J. & Mangold, W. Glynn & Raju, P.S. & Valsalan, Sarath, 2018. "The mobile shopping revolution: Redefining the consumer decision process," Business Horizons, Elsevier, vol. 61(2), pages 323-338.
    • Handle: RePEc:eee:bushor:v:61:y:2018:i:2:p:323-338
    DOI: 10.1016/j.bushor.2017.11.012
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    References listed on IDEAS

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    2. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
    3. Hong-Wen Lin & Ya-Cing Jhan & Yuan Tseng, 2019. "Behavioral intention of using one-stop mobile application: evidence from department stores," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 9(12), pages 401-412, December.
    4. Mou, Jian & Benyoucef, Morad, 2021. "Consumer behavior in social commerce: Results from a meta-analysis," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    5. Nataša Đurđević & Aleksandra Labus & Dušan Barać & Miloš Radenković & Marijana Despotović-Zrakić, 2022. "An Approach to Assessing Shopper Acceptance of Beacon Triggered Promotions in Smart Retail," Sustainability, MDPI, vol. 14(6), pages 1-25, March.
    6. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
    7. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    8. Tatiana Marceda Bach & Wesley Vieira Silva & Adriano Mendonça Souza & Claudineia Kudlawicz-Franco & Claudimar Pereira Veiga, 2020. "Online customer behavior: perceptions regarding the types of risks incurred through online purchases," Palgrave Communications, Palgrave Macmillan, vol. 6(1), pages 1-12, December.
    9. Symeon Symeonidis & Georgios Peikos & Avi Arampatzis, 2022. "Unsupervised consumer intention and sentiment mining from microblogging data as a business intelligence tool," Operational Research, Springer, vol. 22(5), pages 6007-6036, November.
    10. Matthew D. Vollrath & Salvador G. Villegas, 2022. "Avoiding digital marketing analytics myopia: revisiting the customer decision journey as a strategic marketing framework," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(2), pages 106-113, June.
    11. Rayburn, Steven W. & Anderson, Sidney T. & Zank, Gail M. & McDonald, Imani, 2022. "M-atmospherics: From the physical to the digital," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    12. Chopdar, Prasanta Kr & Paul, Justin & Korfiatis, Nikolaos & Lytras, Miltiadis D., 2022. "Examining the role of consumer impulsiveness in multiple app usage behavior among mobile shoppers," Journal of Business Research, Elsevier, vol. 140(C), pages 657-669.
    13. Stephanie Schwipper & Severine Peche & Gertrud Schmitz, 2020. "Mobile Location-Based Services’ Value-in-Use in Inner Cities: Do a Customer’s Shopping Patterns, Prior User Experience, and Sales Promotions Matter?," Schmalenbach Business Review, Springer;Schmalenbach-Gesellschaft, vol. 72(4), pages 511-564, October.
    14. Betzing, Jan H. & Kurtz, Michael & Becker, Jörg, 2020. "Customer Participation in Virtual Communities for Local High Streets," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    15. Prateep Puengwattanapong & Adisorn Leelasantitham, 2022. "A Holistic Perspective Model of Plenary Online Consumer Behaviors for Sustainable Guidelines of the Electronic Business Platforms," Sustainability, MDPI, vol. 14(10), pages 1-38, May.
    16. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
    17. Sabina Lissitsa & Ofrit Kol, 2021. "Four generational cohorts and hedonic m-shopping: association between personality traits and purchase intention," Electronic Commerce Research, Springer, vol. 21(2), pages 545-570, June.
    18. Paul Mills & César Zamudio, 2018. "Scanning for discounts: examining the redemption of competing mobile coupons," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 964-982, September.

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