Yes / Purpose – This study aims to examine the impact of mobile interactivity dimensions (active control, personalization, ubiquitous connectivity, connectedness, responsiveness, and synchronicity) on customer engagement. Design/methodology/approach – A quantitative field survey study was conducted to collect the required data from actual users of mobile shopping in three countries: Jordan, the United Kingdom (UK) and Saudi Arabia. Findings – The results are based on structural equation modelling and support the impact of five dimensions of mobile interactivity: active control, personalization, ubiquitous connectivity, responsiveness, and synchronicity. Research limitations/implications – This study only considered the shopping activities conducted by mobile channels, while other channels (e.g. online channels, traditional channels, and social media shopping channels) are not considered. Furthermore, the current model does not consider the impact of personal factors (e.g. technology readiness, self-efficacy, user experience). The results of the current study present a foundation that can guide marketers and practitioners in the area of mobile shopping. Originality/value – This study enriches the current understanding of the impact of mobile interactivity on mobile shopping, as well as how mobile interactivity can enhance the level of customer engagement.

No / Mobile phones have become an integral part of human lives with majority of people using them to access product and services for their day-today needs. However, mobile shopping adoption across the globe is not wide or fast as expected. In addition, the research is very scant in understanding various predictors of consumer adoption towards mobile shopping. The objective of this study is to identify most significant and non-significant predictors of consumer mobile shopping acceptance. Systematic review and weight analysis on 34 mobile shopping studies revealed researchers mostly employed TAM and UTAUT model as theoretical lens. This study found an interesting revelation that extrinsic motivation variables such as social influence and perceived usefulness determine consumer mobile shopping behavioral intention during early stages. However, in later stages intrinsic motivation variables such as satisfaction and trust play crucial role to emerge as best and promising predictor of consumer continuous intention respectively.

Background: Mobile commerce (m-commerce) is a result of the phenomenal growth in Internet usage combined with the increasing number of mobile phone users. Entering mobile websites or apps in purchase-, sale- or trade purposes by using a tablet or smart phone, is the definition of m-commerce. To comprehend an individual’s attitude (affect, beliefs and cognition) is of importance in order to find out how the attitude towards an object will affect the consumer. Up until today, no consensus is drawn regarding the consumers attitude towards mobile shopping. Generation Y is seen as the most frequent users of mobile devices, even though previous research has not focused on exploring their attitude towards m-commerce. Research questions: 1. How are the components of attitude associated with the m-commerce factors? 2. What kind of function does each m-commerce factor fulfil? Purpose: The purpose is to explore Generation Y’s attitude towards m-commerce. Methodology: A qualitative exploratory study with elements of a case study conducted through seven semi-structured interviews. Conclusion: The study concludes that the Generation Y holds a positive attitude towards ubiquity, convenience and security, a negative attitude towards technology and localisation and a mixed attitude towards personalisation within m-commerce.

Mobile commerce is becoming an important component of modern business especially in the retail sector thanks to the fast diffusion of smartphones. This new shopping technique enables consumers to shop wherever and whenever they choose. It also helps retailers to grow their business in omni-channel – many major UK retailers including the “Big Four Grocers” (Tesco, Asda, Sainsbury’s and Morrisons) have adjusted their digital and category strategies in response to mobile customers. Despite the growing body of literature on mobile commerce, little research has been conducted to provide a comprehensive list of factors that affect the mobile grocery shoppers’ decision-making and their loyalty. In addition, some of the studies had issues relating to inappropriate sampling techniques, which led to unrepresentative findings. This thesis will explore the factors that drive consumers’ intention to use smartphones for grocery shopping, and to identify the key elements that drive consumer loyalty to the mobile grocery provider. Building on an extensive literature review, the key determinants of mobile commerce adoption were analysed with a consideration of issues around online grocery shopping, diffusion of innovation, and customer satisfaction. The key research methods and approaches were compared along with an analysis of the research methods used by the existing literatures, and concluded that a mixed-method approach was the most appropriate way to meet the aim and objectives of this study. Following the research design, the author undertook 32 interviews with shoppers from various backgrounds, 12 of which had previous experience of using a smartphone for grocery shopping. Content analysis was carried out to produce 13 themes relating to the mobile grocery shopping acceptance. Based on the result from the thematic analysis and existing literature, a questionnaire was designed and launched. Three hundred valid responses were collected, including 150 purchasers and 150 non-purchasers. Statistical techniques such as factor analysis and multiple-regression analysis were used to analyse the survey data. Results from the quantitative study suggested there were 7 factors affecting shoppers’ decision to use smartphones for grocery shopping, while purchaser and non-purchaser models showed a different pattern. In parallel, the study also identified factors affecting mobile grocery shopping satisfaction and customer loyalty. Drawing together these findings, the thesis helps grocers to understand their mobile channel customer in a wider angle. It also provides managerial applications to improve both customer experience and digital strategy.

The aim of this thesis was to evaluate current approaches in the field of modern tools and technologies used in business. A secondary aim was to assess the level of their representation in practice and on the basis of their occurrence to gather recommendations with regard to their implementation in Czech companies. In the theoretical part, I outlined the importance of technological advances and modern technologies and emphasize their impact on the future of the company. Attention was focused on the creation, resource opportunities and allocation towards innovation and also on ways to support and fund them. The new generation technologies have also been mentioned and at the end of this work, I paid attention to modern approaches in the retail business. In the practical section I conducted research in five retail chain stores in the UK, Germany and the Czech Republic. Using statistical diagnostic methods I evaluated the resulting primary data revealing the extent of using modern technologies in the five monitored businesses. These methods then further helped me to classify the tracked subjects by success levels to reveal the ideal 'fictitious' company. The results of the case studies were general design guideline for action and the basis for the second part of the research. Like the analysed group of subjects, I conducted research at the retail chain Kaufland Czech Republic v.o.s.. I compared results of the research with values of the 'fictitious' company and from the resulting differences I have derived practical suggestions to improve each area. Key proposals that have been established through this study include: presentation of the subject in social networks, the introduction of online sales with the possibility to pick up goods at the store, installation of self-service checkouts, the use of NFC tags and electronic shelf price tags and increasing attractiveness of in-store communication by the use of interactive eye-catching displays and information channels. In conclusion the main points of the proposed solution would bring subject Kaufland cost savings and physical employee labor savings while improving awareness of the company in the eyes of target customers.

The mobile channel is becoming increasingly relevant within the retail industry and with that, new mobile technologies are being developed and adopted. Past research examines consumer adoption of new technology but rarely analyzes the business component, specifically those businesses developing  these new technologies. This research  seeks to complement past research by investigating mobile commerce ventures. Through a series of semi-structured Interviews with investors, retail experts, and mobile commerce startups, the research collects qualitative data that contributes to a better understanding of the Swedish mobile commerce market and an analysis on mobile commerce startup success factors. The research suggests differences  in consumer and business adoption of technology.  While  consumers adopt technology according to the TAM model, based on enjoyment, usefulness and ease of use, businesses focus on competition, consumer satisfaction and sales. The results suggest that businesses should invest in and develop new retail technologies that fulfill the TAM model  in order to succeed. This research has practical implications for  mobile commerce companies  hoping to succeed and retailers looking to invest in mobile commerce solutions

Sedan början på 2000-talet har det skett en förvandling i detaljhandelslandskapet. Flera företag har valt att övergå från fysisk butik till att istället bedriva e-handel. I samband med smartphonens ökade användning har detaljhandelslandskapet förändrats ytterligare, där tekniken möjliggjort ett nytt sätt för konsumenter att förhålla sig till shopping. Smartphonen har alltså blivit ett verktyg som tillämpas i konsumenters vardag och tillkommer i flera shoppingrelaterade syften. Tidigare forskning kring mobilshopping kan delas in i två fält; forskning som fokuserar på acceptans, motiv och incitament, och sedan forskning som fokuserar på praktiker och handlingar. Med tanke på att det sistnämnda fältet är så pass outforskat, har denna studie antagit ett praktikteoretiskt perspektiv för att på ett djupare plan kunna analysera hur mobilshopping fungerar i praktiken. Syfte Syftet med vår studie är att få en bredare insikt i hur mobilshopping fungerar i praktiken genom att analysera hur konsumenter använder sin smartphone på olika sätt för att shoppa. Detta genom att anta en praktikteoretisk ansats för att analysera fenomenet mobilshopping. Metod Studien utgår från en kvalitativ forskningsmetod där 15 semistrukturerade intervjuer ligger till grund för datainsamlingen. Ytterligare har studien antagit ett praktikteoretiskt perspektiv, där sekundärdata samlats in kring praktikteori som fenomen, både praktikteori kopplat till konsumtion samt praktikteori kopplat till mobilshopping. Uppsatsen utgår således från ett urval som baseras på livssituationen hos de olika deltagarna för att på så sätt kunna se hur dessa skiljer sig åt i deras mobilshopping. Slutsats Uppsatsen visar att en praktik kan se olika ut beroende på vem som utför den då individer är unika i sitt sätt att utföra praktiken. Trots vetskapen kring detta fann vi att det finns vissa likheter mellan vissa grupper med olika livssituation, då vissa hade liknande bakomliggande meningar, brukade samma material och hade jämlik kompetensnivå i sin mobilshopping. Det resulterade i tre olika sätt att utföra mobilshopping på bland våra fem grupper, det vill säga ett målinriktat, strategiskt och vanemässigt sätt. Slutligen kan resultatet i vår studie framöver bidra till en ökad förståelse för mobilshopping som praktik. Studien ger inte bara ökad förståelse inom fältet konsumentbeteende, utan även för detaljhandlare. / Since the beginning of the 2000s, there has been a transformation in the retail landscape. Several companies have chosen to switch from a physical store to e-commerce. As the usability of the smartphone is increasing, the retail landscape is also under development, whereas technology has made it possible for a new way for consumers to pursue their shopping. Therefore, smartphones have become a tool in consumers' everyday lives and are used for several shopping-related purposes. Previous research on mobile shopping can be divided into two fields; research that focuses on acceptance, motives and incentives, and research that focuses on practices and actions. Given that the latter field is rather unexplored, this study has adopted a practice-theoretical perspective in order to be able to analyze on a deeper level how mobile shopping works in practice. Purpose The purpose of this thesis is to gain a broader insight into how mobile shopping works in practice by analyzing how consumers use their smartphone in different ways to shop. This is done by adopting a practical theoretical approach to analyzing the phenomenon of mobile shopping. Method The thesis is based on a qualitative research method where 15 semi-structured interviews form the basis of our data collection. Furthermore, the study has also inducted a practice theory perspective, where secondary data is collected on practice theory as a phenomenon, practice theory linked to consumption and finally practice theory in relation to mobile shopping. The essay is thus based on a selection based on the life circumstances of the various participants and how they differ in their mobile shopping. Conclusion The thesis shows that mobile shopping as a practice can look different depending on who performs it, as individuals are unique in their way of performing the practice. Nevertheless, we found that there are certain similarities between certain groups with different life circumstances. Each group had similar underlying meanings, used the same material and had equal levels of competence in their mobile shopping practices. This resulted in three different ways of performing mobile shopping among our five groups, i.e, goal-oriented, strategic and habitual way. To sum up, the results of our study in the future can contribute to an increased understanding of mobile shopping as a practice. As well as provides increased understanding in the field of consumer behavior and thereby contribute with a clearer approach for retailers. This thesis is written in Swedish.

Den här studien fokuserar på vilken påverkan tillgänglighet, bekvämlighet och tid har på konsumenters köpintention vid köp av skönhetsprodukter via q-commerce. Undersökningen baseras på teorier utifrån konsumentbeteende, köpintention och konsumentens köpprocess som har föranlett utvecklingen av q-commerce. Tillsammans med tidigare forskning gällande digitalutveckling, mobilshopping och leveransservice presenteras teorier för att skapa en förståelseför vad som påverkar konsumenter till köp via q-commerce. Studien genomfördes med hjälp aven webbaserad enkätundersökning via sociala medier samt ett allmänt anslag via en lärplattform i Högskolan i Borås. Det som framgår av studiens resultat är att samtliga hypoteser kan accepteras gällande att ju högre konsumenter värdesätter tillgänglighet, bekvämlighet och snabb leveranstid, desto större är sannolikheten att de väljer att genomföra köp av skönhetsprodukter via q-commerce. Det kan förklaras av att respondenterna värdesätter en lättillgänglig, bekväm och snabb köpprocess, vilket har påverkat utvecklingen av q-commerce samtidigt som skönhetsprodukter anses vara en produktkategori som är efterfrågad i kontext till q-commerce. Resultatet som presenteras i den här studien går inte att generalisera till en större population. Dock ger resultatet en indikation på ett konsumentbeteende som fördelaktigt kan ligga till grund för framtida forskning gällande utvecklingen av q-commerce inom skönhetsbranschen men även för applicering på andra branscher med liknande attribut. Då qcommerce är ett nytt forskningsområde finns det relativt lite forskning om ämnet, vilket gör att framtida forskning bör ta hänsyn till en större population samt kontrollera konsumenters faktiska beteende. Vidare bör framtida studier förslagsvis använda sig av andratillvägagångssätt genom att granska utifrån ett företagsperspektiv samt bredda avgränsningen och inte bara fokusera på köp av skönhetsprodukter. / The focus of this study is if availability, convenience and time have an impact on consumers’ purchase intentions when purchasing beauty products through q-commerce. The survey is based on theories that describe consumer behavior, purchase intention and the consumer's buying process that have influenced the development of q-commerce. Together with previous research regarding digital development, mobile shopping and delivery service, theories are presented to create an understanding of what influences consumers to buy through q-commerce. The study was conducted with a web-based survey through social media and the platform of University of Borås. The results of the study emerge that all hypotheses can be accepted regarding the fact that the more customers value availability, convenience and fast delivery, the greater the probability that they choose to make purchases of beauty products through q-commerce. This can be explained by the fact that the respondents value a buying process that is accessible, convenient and fast which has affected the development of q-commerce and that beauty products are considered a product category that is in demand in the context of q-commerce. The results that are presented in this study cannot be generalized to a larger population due to the sampling method that has been used. However, the results give an indication of consumer behavior that can advantageously be used in the beauty industry for future research regarding the development of q-commerce, but also in other similar industries. Since q-commerce is a new research area, there is minimal existing research on the subject, which means that future research should take a larger population into account and control consumers' actual behavior. Furthermore, future studies should suggest using other approaches by examining from a company perspective and broadening the boundaries and not just focusing on the purchase of beauty products.

La actual coyuntura a nivel mundial debido a la pandemia por el COVID-19 ha generado la rápida migración de empresas y negocios a los canales digitales. Debido a esto, las empresas buscan enfocarse en ofrecer un servicio de compra de calidad que les permita mantener satisfechos a sus clientes y que sean leales con la marca. Es por ello, que el presente trabajo de investigación consiste en el estudio de las variables de Mobile Shopping Service Quality (MS-SQ), e-satisfaction y e-loyalty, centrada en la categoría de tiendas deportivas online en el Perú. En esta investigación se describe y analiza la relación entre dichas variables en base a investigaciones y estudios cuantitativos realizados anteriormente. El trabajo brinda una exhaustiva investigación de las tres variables y la categoría elegida en el contexto nacional y se expone un comparativo de los diferentes estudios realizados por diversos autores en relación a las variables y sus posibles dimensiones. / The current global situation because of the COVID-19 pandemic has led to the rapid migration of companies and businesses to digital channels. Consequently, companies are looking to focus on offering a quality shopping service that allows them to keep their customers satisfied and that they are loyal to the brand. This is the reason why this research work consists of the study of the variables of Mobile Shopping Service Quality, e-satisfaction and e-loyalty, focused on the category of online sports stores in Peru. This research describes and analyzes the relationship between these variables based on research and quantitative studies conducted previously. The work provides a thorough investigation of the three variables and the category chosen in the national context and a comparison of the different studies carried out by various authors in relation to the variables and their possible dimensions is presented. / Trabajo de investigación