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- Radon, Anita, et al.
(författare)
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Retail Relationships in Online Payment Solutions
- 2016
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Dahlberg et al. (2008:165) in their paper proposed a definition for mobile payments as "payments for goods, services, and bills with a mobile device by taking advantage of wireless and other communication technologies", this in order to clarify the concept of mobile payments in particular, that had been subject to different interpretations. In this paper mobile payments are not specifically distinguished from other types of payments that occur online. After Dahlberg et als review (2008) several other literature reviews about mobile payments have been written. Such as Slade et al. (2013), de Albuquerque et al. (2014) and Dennehy and Sammon (2015) but the literature on relationships between payment provider and customer in an online context is quite scares.Asymmetrical relationships have been identified in the context of online payment solutions. Providers are turning more to service and debating how to offer better service and how to keep the customer as a customer for longer and how the customer can benefit more from the payment provider. The question of when a customer is converted into an actual customer arises. Some claiming it is when the transaction is completed, others that it is long after payment has been made. In light of this it is hard to see how the role online payment providers can expand but also how it will change when moving into a cashless society. The aim of this paper is to view online payment solutions in light of the relationships payment providers wish to establish and strengthen with their customer.Data has been generated through two focus groups and an online questionnaire.The in depth focus groups (2 with 5 participants in each) were analyzed and key areas were identified and a questionnaire was developed and distributed to customers of a provider of payment solutions (394 responses were gathered). After the questionnaire was analyzed and conclusions drawn, areas that needed to be further explored in-depth were identified. The methodology is characterized by using both qualitative and quantitative approaches to generate data.The results of the empirical material shows a desire, on the part of the provider of the payment solution to prolong the relationship but also that the customer has no wish to have a relationship with the provider or in some cases, doesn’t even view the provider as a partner/brand/etc. but merely as a means to and end or a facilitator of receiving a good or a service.This study is a comprehensive empirical framework on customer insight into online payments and issues connected to purchase as well as payment and potential relationships with payment solutions providers. ReferencesDahlberg, T., Mallat, N., Ondrus, J., Zmijewska, A., 2008b. Past, present and future of mobile payments research: {A} literature review. Electronic Commerce Research and Applications 7 (2), 165–181. de Albuquerque, J. P., Diniz, E. H., Cernev, A. K., 2014. Mobile payments: A scoping study of the literature and issues for future research. Information Development, 1–27. Dennehy, D., Sammon, D., 2015. Trends in mobile payments research: A literature review.Journal of Innovation Management 3 (1), 49–61.Slade, E. L., Williams, M. D., Dwivedi, Y. K., 2013. Mobile payment adoption: Classification and review of the extant literature. The Marketing Review 13 (2), 167–190.
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| 2. |
- Radon, Anita, et al.
(författare)
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What happens when retail meets research? : Special session
- 2016
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- special session InformationWe are witnessing the beginning of a seismic shift in retail due to digitalization. However, what is meant by digitalization is less clear. Sometimes it is understood as means for automatization and sometimes it is regarded as equal to e-commerce. Sometimes digitalization is considered being both automatization and e-commerce trough new technology. In recent years there has been an increase in Internet and mobile devise usage within the retail sector and e-commerce is growing, encompassing both large and small retailers. Digital tools such as, new applications are developing rapidly in order to search for information about products based on price, health, environmental and ethical considerations, and also to facilitate payments. Also the fixed store settings are changing due to digitalization and at an overall level; digitalization will lead to existing business models being reviewed, challenged and ultimately changed. More specifically, digitalization has consequences for all parts of the physical stores including customer interface, knowledge creation, sustainability performance and logistics. As with all major shifts, digitalization comprises both opportunities and challenges for retail firms and employees, and these needs to be empirically studied and systematically analysed. The Swedish Institute for Innovative Retailing at University of Borås is a research centre with the aim of identifying and analysing emerging trends that digitalization brings for the retail industry.
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| 3. |
- Sundström, Malin, 1968-, et al.
(författare)
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Don’t Forget Consumer Value - Investigating Consumer Attitudes toward QR-codes
- 2015
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Ingår i: International Journal of Innovation in Management. - Taipei, Taiwan. - 1363-9196 .- 1757-5877. ; :2, s. 57-66
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Tidskriftsartikel (refereegranskat)abstract
- In a transforming retail sector, digitization has boosted innovation and new self-service technologies within stores all over the world. However, innovations within retailing are seldom successful if they are not built on true consumer value. This paper investigates consumer attitudes toward using mobile devices in a retail setting, with specific focus on QR-codes and how they might deliver customer value. The data consists of 150 in-store surveys conducted at two different Swedish retailers. The results of the empirical material show significant differences between age groups with regard to how they value QR-codes but also indicates what would make consumers actually use one. While the consumer group of 40-years old and upward stated they would pick up their mobile phone and scan the QR-code if given a discount, the younger group (up to 40 years old) did not place value on a discount but would scan a QR-code if there was entertainment value in doing so. Except for these differences, the material also reveals low consumer knowledge of QR-codes and that the actual use of them is low. These results, in light of the increased attention from retailers in using mobile devices to communicate with consumers, as well as investment in other digital aids to increase profits, show discrepancies in the perceived value of digital aids on the part of the retailer and the value experienced by the consumer. It is of outmost importance, therefore, to remember consumer value when managing innovations within the retail context.
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| 4. |
- Sundström, Malin, 1968-, et al.
(författare)
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Konsumentens betalresa : Vad händer när man klickat på köpknappen
- 2016
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Rapport (populärvet., debatt m.m.)abstract
- Detta White Paper är en del av Collectors White Paper Series. Innehållet är resultatet av ett forskningsarbete mellan Collector Bank och Swedish Institute for Innovation Retailing vid Högskolan i Borås. Syftet är att förmedla kunskap till en bredare publik när det gäller handelns digitalisering och konsumentinsikt. Handeln i Sverige står inför stora utmaningar och det är med all sannolikhet inte ”hotet från e-handeln” som är skälet. Snarare är det kunskaper från bland annat e-handelskanalen som kan bidra till en snabbare omställning av hela handelssektorn och därmed en ökad konkurrensförmåga. Det är därför mycket medvetet som vi denna White Paper Series inte kommer att betrakta e-handel och detaljhandel som två motstridigheter. Vår utgångspunkt är att e-handel och detaljhandel är handel och bör betraktas ur ett konsumentperspektiv. Konsumenter lägger nämligen ingen energi på att hålla isär olika försäljningskanaler. De vill lösa sina problem. De handlar där det passar bäst just här och nu. Vi menar att det som är relevant att förstå och söka kunskap om är de konsekvenser som en digitaliserad handel kommer att medföra. Vi menar också att konsumentinsikt är en relevant ingrediens för att nå förståelse. Det är via konsumentinsikt som många frågor kan få svar. Det är via konsumentinsikt som företag kan omprioritera, utveckla bättre erbjudanden och öka sin konkurrenskraft. Samarbetet mellan Collector och SIIR innebär också att forskare gör en särskild studie om svenska konsumenters köp- och betalningserfarenheter där syftet är att förstå vad konsumenter värdesätter i köpprocessen och utifrån de resultaten, föreslå nya erbjudanden och tjänster som kan öka det upplevda värdet av ett köp. Denna studie presenteras i valda delar i denna White Paper Series. Vi hoppas att du som läsare följer med oss på en spännande kunskapsresa där vi nu presenterar White Paper Series 2 med rubriken ”Konsumentens betalresa – vad händer när man klickat på köpknappen?”Mikael Anstrin Head of Retail Collector Bank Malin SundströmFöreståndareSwedish Institute for Innovative Retailing
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| 8. |
- Wallström, Stavroula, et al.
(författare)
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Retailers view on customer loyalty : a social resource theory perspective
- 2023
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Ingår i: International Review of Retail Distribution & Consumer Research. - 0959-3969 .- 1466-4402. ; , s. 1-18
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Tidskriftsartikel (refereegranskat)abstract
- This study elaborates on the concept of loyalty. Strategic work to increase loyalty such as loyalty programs is increasingly being questioned. Using a relational perspective, viewing loyalty as an ongoing process of social exchanges, the paradoxical relationship between loyalty strategies and customer loyalty is underlined. The empirical data comprised qualitative interviews with eight key managers in Swedish retail companies. The result shows that loyalty programs foster rational shopping behaviours, misinterpreted by the retailers as loyalty. Thus, the concrete nature of loyalty programs make the customers less loyal only returning the concrete resources given. Particular resources will not be given by customers if none are offered by retailers. From the perspective of social exchanges, a shift from tangible rewards to forming meaningful emotional bonds is needed in order to achieve customer loyalty.
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