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Apps in the U-space: From mobile to ubiquitous marketing
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial marketing.ORCID iD: 0000-0001-9942-5890
2016 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Smart mobile devices are becoming increasingly essential daily companions. Applications (apps) are the interface through which the consumer can leverage unique capabilities of smart mobile devices to interact with people, other devices and firms via the supporting mobile ecosystem.

Smart mobile devices and apps are influencing how competition is defined and changing how firms do business by improving internal processes and increasing flexibility and convenience for customers. Mobile apps and devices enable users to move from a portable and mobile communication and computing environment to that of a ubiquitous communication and computing environment [u-space]. Discussion in terms of ‘mobile marketing’ is therefore too limiting, our understanding should be ‘ubiquitous marketing’. Six papers explore ubiquitous marketing further.

The retail sector provides a contextual setting for paper one and finds that mobile marketing increases value for retailers and consumers. Integration of all retailer / consumer interfaces with mobile marketing to maximise exposure and connectivity between both parties is recommended.

Paper two investigates the sources for mobile app ideas in companies and finds that apps developed externally or within the firm with some outside help, were perceived to be more effective. Apps that leverage the mobile devices unique features is central to the methodology proposed for developing an app in paper three.

The next three papers examine the impact that mobile apps and devices have on business activities and customer relationships. Paper four finds increased operational efficiency in a Dental 

Practice, while paper five identified the opportunity for increased firm-customer interaction in a medical context. Paper six determines that rather than five dimensions of SERVQUAL, financial service quality of apps consists of three dimensions: Reliability, personal and visibles; and that service success can be derived from providing less service.

This thesis contributes to a fuller understanding of U-commerce theory. It advances understanding in how apps are making significant changes in how information technology is managed and controlled from an organisational perspective, and how these technology advances can influence consumer interaction. 

Place, publisher, year, edition, pages
KTH Royal Institute of Technology, 2016. , 157 p.
Keyword [en]
Mobile applications, smart mobile devices, U- commerce, mobile value creation
National Category
Economics and Business
Research subject
Business Studies
Identifiers
URN: urn:nbn:se:kth:diva-186305OAI: oai:DiVA.org:kth-186305DiVA: diva2:926802
Public defence
2016-06-08, F3, Lindstedtsvägen 26, Stockholm, 15:00 (English)
Opponent
Supervisors
Note

QC 20160516

Available from: 2016-05-16 Created: 2016-05-09 Last updated: 2016-05-16Bibliographically approved
List of papers
1. Mobile marketing: A literature review on its value for consumers and retailers
Open this publication in new window or tab >>Mobile marketing: A literature review on its value for consumers and retailers
2014 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 21, 1001-1012 p.Article in journal (Refereed) Published
Abstract [en]

The article describes the existing knowledge of how mobile marketing can increase the value for consumers and retailers. Mobile device shopping, and consumers0 use of mobile devices while shopping is shown to be both an extension of consumers0 shopping behaviours developed on Internet-connected desktop and laptop computers (PC), and potentially new behaviours based on a mobile devices0 uniquely integrated features such as camera, scanners and GPS. The article focuses on how mobile marketing creates value for consumers and retailers, enabling more precise research and development of manage- rial concepts and tools while providing both managers and academics with increased understanding of mobile marketing and its value outcomes for retailers. 

Place, publisher, year, edition, pages
Elsevier, 2014
National Category
Economics and Business
Research subject
Business Studies
Identifiers
urn:nbn:se:kth:diva-186299 (URN)10.1016/j.jretconser.2013.12.003 (DOI)2-s2.0-84908024527 (Scopus ID)
Note

QC 20160512

Available from: 2016-05-09 Created: 2016-05-09 Last updated: 2017-11-30Bibliographically approved
2. Smartphone applications - Idea sourcing and app development: Implications for firms
Open this publication in new window or tab >>Smartphone applications - Idea sourcing and app development: Implications for firms
2014 (English)In: South African Journal of Economic and Management Sciences, ISSN 1015-8812, E-ISSN 2222-3436, Vol. 17, no 3, 232-248 p.Article in journal (Refereed) Published
Abstract [en]

The smartphone has become the uniquely personal computing device choice for consumers. Applications (apps) for smartphones are set to reach revenues of 25 pound billion according to Gartner. This presents great opportunities for marketing as apps can provide great benefits for consumers and firms. However it is Information Systems (IS) departments that have traditionally been tasked with the acquisition and/or development of such information technologies within organisations. With such strong implications for marketing, this exploratory research has focused on the sources of app ideas within firms, locations for app development and perceptions of app development success. Results indicate that while most ideas for apps currently come from IS and marketing departments within the organisation, and development of apps is also done mainly within the organisation, these development strategies are not necessarily the most effective. Managerial implications' regarding the role of IS, Marketing and the customer in app development, are discussed.

Keyword
smartphones, apps, IS departments, app usage, app development, customer
National Category
Economics and Business
Identifiers
urn:nbn:se:kth:diva-148199 (URN)000337374300001 ()2-s2.0-84902506859 (Scopus ID)
Note

QC 20140805

Available from: 2014-08-05 Created: 2014-08-04 Last updated: 2017-12-05Bibliographically approved
3. Tablet computing and apps: A methodology for improved business productivity
Open this publication in new window or tab >>Tablet computing and apps: A methodology for improved business productivity
2016 (English)In: South African Journal of Information Management, ISSN 2078-1865, E-ISSN 1560-683XArticle in journal (Refereed) Submitted
Abstract [en]

Mobile tablet devices such as the Apple iPad and Samsung’s Galaxy Tab are changing the way firms do business by improving internal processes and providing customer service. The paper investigates the unique capabilities of tablet devices and how tablet applications leverage these devices unique capabilities supported by U-Commerce theory. An approach to tablet application development for firms where the context of device and applications use is developed and supported by frameworks that are grounded in the marketing literature. The paper considers how mobile tablet devices can work within a firms existing ICT infrastructure to have a valuable impact on the firm. 

Keyword
Tablet device integration, applications, U-Commerce.
National Category
Economics and Business
Research subject
Business Studies
Identifiers
urn:nbn:se:kth:diva-186303 (URN)
Note

QC 20160516

Available from: 2016-05-09 Created: 2016-05-09 Last updated: 2017-11-30Bibliographically approved
4. Smart dental practice: capitalising on smart mobile technology
Open this publication in new window or tab >>Smart dental practice: capitalising on smart mobile technology
2015 (English)In: British Dental Journal, ISSN 0007-0610, E-ISSN 1476-5373, Vol. 219, no 3, 135-138 p.Article in journal (Refereed) Published
Abstract [en]

To keep pace with consumer adoption of smart mobile devices, such as smartphones and tablets, and the applications ('apps') developed for these devices, dental professionals should consider how this technology could be used to simultaneously improve both patient service experiences and dental practice management. Using U-Commerce as a theoretical lens, this article discusses the potential value of smart mobile technology to the dental practice context, with a particular focus on the unique and customisable capabilities of apps. To take full advantage of this technology, a process is outlined for identifying and designing bespoke dental apps that takes into account the unique advantages of these devices. Dental practices, with increasing financial and competitive pressures, may improve the efficiency and profitability of operations and better manage patients, employees and stakeholders by integrating smart mobile technology.

National Category
Dentistry
Identifiers
urn:nbn:se:kth:diva-173777 (URN)10.1038/sj.bdj.2015.596 (DOI)000360208300016 ()26271871 (PubMedID)2-s2.0-84939518218 (Scopus ID)
Note

QC 20150921

Available from: 2015-09-21 Created: 2015-09-18 Last updated: 2017-12-04Bibliographically approved
5. IMedical: Integrating Smartphones into medical practice design
Open this publication in new window or tab >>IMedical: Integrating Smartphones into medical practice design
2013 (English)In: Journal of Medical Marketing, ISSN 1745-7904, E-ISSN 1745-7912, Vol. 13, no 1, 5-13 p.Article in journal (Refereed) Published
Abstract [en]

Smartphones particularly the iPhone and the multitude of applications that have been developed for users of the device is briefly described. The study investigates what makes Smartphones different from other more common Internet applications (via personal computer), and how these enhance the interactions the practice has with its patients while also increasing efficiency. U-Commerce is suggested as a theoretical framework that best explains the uniqueness of the iPhone. This article considers Smartphones (most notably the iPhone) as a device that can have a valuable impact on the medical practice, particularly from the perspective of the interaction that the practice has with its patients. Practice implications: A process is outlined for identifying apps within the medical practice, ensuring the applications take advantage of the iPhone's unique features, and contribute to the efficiency of the practice.

Keyword
App development process, Customer service, Medical practice, Smartphone applications, Smartphones, U-Commerce
National Category
Engineering and Technology
Identifiers
urn:nbn:se:kth:diva-136060 (URN)10.1177/1745790413477649 (DOI)2-s2.0-84879372174 (Scopus ID)
Note

QC 20131203

Available from: 2013-12-03 Created: 2013-12-03 Last updated: 2017-12-06Bibliographically approved
6. App Service: How do consumers perceive the quality of financial Service Apps on smart devices?
Open this publication in new window or tab >>App Service: How do consumers perceive the quality of financial Service Apps on smart devices?
(English)In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846Article in journal (Refereed) Accepted
Abstract [en]

Apps on smart devices such as phones and tablets have enabled financial services firms to not only provide greater convenience and flexibility to customers, but also to get them to do a lot of the work entailed in these services. This has changed the character of service in many ways, including the nature of service quality where service is no longer delivered by people, but by means of technology. The study reported here used an amended version of the SERVQUAL instrument to assess consumers’ perception of the quality of the service delivered by the apps of their financial services providers. Three dimensions of app service quality emerge: reliability, personal and visibles. Generally, consumers are reasonably satisfied with the quality of service provided by their financial apps, and prefer them to visits to service providers physical locations, and rate them as highly as online service provision on PCs or laptops. Limitations are acknowledged, managerial implications drawn and avenues for future research are identified.

Place, publisher, year, edition, pages
Palgrave Macmillan
Keyword
Smart mobile devices, Mobile Applications, SERVQUAL
National Category
Economics and Business
Research subject
Business Studies
Identifiers
urn:nbn:se:kth:diva-186301 (URN)
Note

QS 2016

Available from: 2016-05-09 Created: 2016-05-09 Last updated: 2017-11-30Bibliographically approved

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