APJIS Asia Pacific Journal of Information Systems


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

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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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