Shuli Guo
ABSTRACT
The technology of smart mobile devices supports new modes of communication between consumers and companies to co-create customer experiences. This research examined the impact of mobile application design factors on customer experience in China's retail mobile commerce industry and the impact of customer experience on customer satisfaction based on the stimulus-organism-response framework. The finding reveals that application design factors are positively related to customer experience and, thus, to customer satisfaction. This paper provides insights for both academics and industry to better understand the customer experience in retail mobile application design.
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Index Terms
- Customer Experience and Mobile Application Design
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