The Journal for Information Professionals
Asia Pacific Journal of Information Systems (APJIS), a Scopus and ABDC indexed journal, is a
flagship journal of the information systems (IS) field in the Asia Pacific region.
ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)
Editor : Seung Hyun Kim
Current Issue
Date | March 2017 |
---|---|
Vol. No. | Vol. 27 No. 1 |
DOI | https://doi.org/10.14329/apjis.2017.27.1.18 |
Page | 18~37 |
Title | The Influences of Mobile Channel Configurations on Channel Integration Quality in Cross-Channel Electronic Commerce |
Author | Junghwan Kim, Miri Kim, Seonjin Shin, Jaeki Song |
Keyword | Cross-Channel Electronic Commerce, Seamless Customer Experience, Channel Integration Quality, Mobile Channel Configuration |
Abstract | Many retailers have extended their extant online channels (i.e., websites) to mobile channels for communicating with and delivering their products or services to customers. However, retailers have trouble delivering a cohesive and seamless customer experience across the Web and mobile channels. To address this challenge, we propose a way for retailers to enrich customers¡¯ seamless experiences across channels by configuring mobile channels (functionality- and interactivity-oriented configurations) along with traditional Web channels. This study theoret-ically contributes a research framework that posits the role of mobile channels as an extension of existing websites. It also provides practical insight for effectively articulating an e-commerce strategy in cross-channel electronic commerce. |
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