Context and mobile services value-in-use

Journal of Retailing and Consumer Services

Volumn 18, Issue 6, 2011, Pages 521-533

  Gummerus, Johanna ^a   Pihlström, Minna ^a,b  

^a HANKEN SCHOOL OF ECONOMICS   (Finland)

^b Segmento Oy   (Finland)

Author keywords

Context; Customer value; Mobile service; Value in use

Indexed keywords

MOBILE COMMUNICATION; RESEARCH WORK; SERVICE PROVISION; SERVICE SECTOR; THEORETICAL STUDY; VALUATION;

EID: 80053253547     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretconser.2011.07.002     Document Type: Article

References (83)

1. Anckar B., DIncau D. Value creation in mobile commerce: findings from a consumer survey. Journal of Information Technology Theory & Application 2002, 4(1):43-64.
2. Babin B.J., Darden W.R., Griffin M. Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research 1994, 20(4):644-656.
3. Balasubramanian S., Peterson R.A., Jarvenpaa S.L. Exploring the implications of m-commerce for markets and marketing. Journal of the Academy of Marketing Science 2002, 30(4):348-361.
4. Belk R.W. The objective situation as a determinant of consumer behavior. Advances in Consumer Research 1975, 2(1):427-437.
5. Bitner M., Booms B., Tetreault M.S. The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing 1990, 54(1):71-84.
6. Bobbitt M., Dabholkar P. Integrating attitudinal theories to understand and predict use of technology-based self-service. International Journal of Service Industry Management 2001, 12(5):423-450.
7. Brady M.K., Knight G.A., Cronin J.J., Hult G.T., Keillor B.D. Removing the contextual lense: a multinational, multi-setting comparison of service evaluation models. Journal of Retailing 2005, 81(3):215-230.
8. Braiterman J., Savio N. Design sketch: the context of mobile interaction. International Journal of Mobile Marketing 2007, 2(1):66-68.
9. Brown S.A., Venkatesh V. Model of adoption of technology in households: a baseline model test and extension incorporating household life cycle. MIS Quarterly 2005, 29(3):399-426.
10. Chell E. The Critical Incident Technique. Essential Guide to Qualitative Methods in Organizational Research 2004, 45-60. Sage, London. G. Symon, C. Cassell (Eds.).
11. Chen, G., Kotz, D., 2000. A survey of context-aware mobile computing research. Technical Report TR2000-381, Dartmouth College Computer Science, Hanover, November 2000. Available at: (accessed 15 June 2009). http://www.inf.ufes.br/~zegonc/material/A%20survey%20of%20context-aware%20mobile%20computing%20research.pdf.
12. Clarke I. Emerging value propositions for m-commerce. Journal of Business Strategies 2001, 25(2):41-57.
13. Dabholkar P.A. Technology-based service delivery: a classification scheme for developing marketing strategies. Advances in Services Marketing and Management 1994, 241-271. JAI Press Inc., Greenwich, CT. T.A. Swartz, D.E. Bowen, S.W. Brown (Eds.).
14. Dabholkar P.A. Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of Research in Marketing 1996, 13(1):29-51.
15. Dabholkar P.A., Bobbitt L.M., Lee E. Understanding consumer motivation and behavior related to self-scanning in retailing: implications for strategy and research on technology-based self-service. International Journal of Service Industry Management 2003, 14(1):59-95.
16. Dabholkar P.A., Bagozzi R.P. An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science 2002, 30(3):184-212.
17. Davis F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 1989, 13(3):319-339.
18. DeLone W.H., McLean E.R. Information systems success: the quest for the dependent variable. Information Systems Research 1992, 3(1):60-95.
19. Dholakia R.R., Dholakia N. Mobility and markets: emerging outlines of m-commerce. Journal of Business Research 2004, 57(12):1391-1396.
20. Dubois A., Gadde L.-E. Systematic combining: an abductive approach to case research. Journal of Business Research 2002, 55(7):553-560.
21. Edvardsson B., Strandvik T. Is a critical incident critical for a customer relationship?. Managing Service Quality 2000, 10(2):82-91.
22. Edvardsson B., Tronvoll B., Gruber T. Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the Academy of Marketing Science 2010, 39(2):327-339.
23. Figge S. Situation-dependent services - a challenge for mobile network operators. Journal of Business Research 2004, 57(12):1416-1422.
24. Flanagan J.C. The critical incident technique. Psychological Bulletin 1954, 51(4):327-358.
25. Gutman J. A means-end chain model based on consumer categorization processes. Journal of Marketing 1982, 46(2):60-72.
26. Heinonen K. Reconceptualizing customer perceived value - the value of time and place. Managing Service Quality 2004, 14(2/3):205-215.
27. Hirschman E., Holbrook M.B. Hedonic consumption: emerging concepts, methods and propositions. Journal of Marketing 1982, 46(3):92-101.
28. Holbrook M.B. The nature of customer value: an axiology of services in the consumption experience. Service Quality. New Directions in Theory and Practice 1994, 21-71. Sage Publications, Thousand Oaks, CA. R.T. Rust, R.L. Oliver (Eds.).
29. Holbrook M.B., Corfman K.P. Quality and value in the consumption experience: phaedrus rides again. Perceived Quality: How Consumers View Stores and Merchandise 1985, 31-57. Lexington Books, Lexington, MA. J. Jacoby, J.C. Olson (Eds.).
30. Hourahine B., Howard M. Money on the move: opportunities for financial service providers in the "third space". Journal of Financial Services Marketing 2004, 9(1):57-67.
31. Jarvenpaa S.L., Lang K.R. Managing the paradoxes of mobile technology. Information Systems Management 2005, 22(4):7-23.
32. Kaasinen E. User needs for location-aware mobile services. Personal and Ubiquitous Computing 2003, 7:70-79.
33. Kakihara M., Sorensen C. Expanding the mobility concept. ACM SIGGROUP Bulletin 2001, 22(3):33-37.
34. Kim H.-W., Chan H.C., Gupta S. Value-based adoption of mobile internet: an empirical investigation. Decision Support Systems 2007, 43(1):111-126.
35. Kim B., Han I. What drives the adoption of mobile data services? An approach from a value perspective. Journal of Information Technology 2009, 24(1):35-45.
36. Kleijnen M., de Ruyter K., Wetzels M. An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing 2007, 83(1):33-46.
37. Konana P., Balasubramanian S. The social-economic-psychological model of technology adoption and usage: an application to online investing. Decision Support System 2005, 39(3):505-524.
38. Kovács G., Spens K.M. Abductive reasoning in logistics research. International Journal of Physical Distribution & Logistics Management 2005, 35(2):132-144.
39. Laukkanen, T., 2006. Consumer Value Drivers in Electronic Banking. Doctoral Thesis, University of Kuopio.
40. Laukkanen T., Lauronen J. Consumer value creation in mobile banking services. International Journal of Mobile Communications 2005, 3(4):325-338.
41. Lee T.M., Jun J.K. Contextual perceived value? Investigating the role of contextual marketing for customer relationship management in a mobile commerce context. Business Process Management Journal 2007, 13(6):798-814.
42. Leung L., Wei R. More than just talk on the move: uses and gratifications of the cellular phone. Journalism and Mass Communication Quarterly 2000, 77(2):308-320.
43. Lin C.H., Sher P.J., Shih H.Y. Past progress and future directions in conceptualizing customer perceived value. International Journal of Service Industry Management 2005, 16(4):318-336.
44. Lundberg C. Made sense and remembered sense: sensemaking through abduction. Journal of Economic Psychology 2000, 21:691-709.
45. Mallat, N., 2005. Mobility in mobile consumer services. In: Conference Proceedings of IRIS 28 Conference. Agder University College, Kristiansand, Norway.
46. Mallat N., Rossi M., Tuunainen V.P., Öörni A. The impact of use context on mobile services acceptance: the case of mobile ticketing. Information & Management 2009, 46(3):190-195.
47. McDougall G.H.G., Levesque T. Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing 2000, 14(5):392-410.
48. Meuter M.L., Ostrom A.L., Roundtree R.I., Bitner M.J. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing 2000, 64(3):50-64.
49. Myers M.D., Newman M. The qualitative interview in IS research: examining the craft. Information and Organization 2007, 17(1):2-26.
50. ODoherty K., Rao S., Mackay M.M. Young Australians perceptions of mobile phone content and information services: an analysis of the motivations behind usage. Young Consumers 2007, 8(4):257-268.
51. Okazaki S. Determinant factors of mobile-based word-of-mouth campaign referral among Japanese adolescents. Psychology & Marketing 2005, 25(8):714-731.
52. Okazaki S., Skapa R., Grande I. Capturing global youth: mobile gaming in the U.S., Spain, and the Czech Republic. Journal of Computer-Mediated Communication 2008, 13:827-855.
53. Parasuraman A., Grewal D. The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the Academy of Marketing Science 2000, 28(1):168-174.
54. Patton M.Q. Qualitative Evaluation and Research Methods 1990, Sage Publications Inc. 2nd ed.
55. Pihlström, M., 2008. Perceived Value of Mobile Service Use and Its Consequences. Doctoral Dissertation No. 176 HANKEN - Swedish School of Economics and Business Administration.
56. Pihlström M., Brush G.J. Comparing the perceived value of information and entertainment mobile services. Psychology and Marketing 2008, 25(8):732-755.
57. Pura M. Linking perceived value and loyalty in location-based mobile services. Managing Service Quality 2005, 15(6):509-538.
58. Pura M., Heinonen K. Exploring mobile service business opportunities from a customer-centric perspective. Global Mobile Commerce: Strategies, Implementation and Case Studies 2008, 111-132. Idea Group, Inc., London. W.W. Huang, Y. Wang, J. Day (Eds.).
59. Rao S., Troshani I. A conceptual framework and propositions for the acceptance of mobile services. Journal of Theoretical and Applied Electronic Commerce Research 2007, 2(2):61-73.
60. Rescher N. Introduction to Value Theory 1969, Prentice-Hall, Inc., New York.
61. Roos I. Methods of investigating critical incidents: a comparative review. Journal of Service Research 2002, 4(3):193-204.
62. Ruiz D.M., Gremler D.D., Washburn J., Carrión G.C. Service value revisited: specifying a higher-order, formative measure. Journal of Business Research 2008, 61(12):1278-1291.
63. Sánchez R., Iniesta M.Á. The concept of perceived value: a systematic review of the research. Marketing Theory 2007, 7(4):427-451.
64. Sánchez R., Iniesta M.Á., Holbrook M.B. The conceptualization and measurement of consumer value in services. International Journal of Market Research 2009, 51(1):93-113.
65. Sandström S., Edvardsson B., Kristensson P., Magnusson P. Value in use through service experience. Managing Service Quality 2008, 18(2):112-126.
66. Schilit, B., Adams, N., Want, R., 1994. Context-aware computing applications. In: IEEE Workshop on Mobile Computing Systems and Applications, December 8-9, available online at (accessed October 2009). ftp://ftp.parc.xerox.com/pub/schilit/wmc-94-schilit.ps.
67. Sheth J.N., Newman B.I., Gross B.L. Consumption Values and Market Choices, Theory and Applications 1991, South-Western Publishing Co, Cincinnati.
68. Sheth J.N., Newman B.I., Gross B.L. Why we buy what we buy: a theory of consumption values. Journal of Business Research 1991, 22(2):159-170.
69. Snellman K. Mobile Content Services Market in Finland 2009-2014 2009, Idean Enterprises, Inc.
70. Standing C., McManus P., Standing S., Karjaluoto H. Searching for value in researching the adoption and use of m-services. International Journal of e-Collaboration 2007, 3(3):16-30.
71. Stauss B. Using the critical incident technique in measuring and managing service quality. The Service Quality Handbook 1993, 408-427. Amacom, New York. E.E. Scheuing, W.F. Christopher (Eds.).
72. Strombeck S.D., Wakefield K.L. Situational influences on service quality evaluations. Journal of Services Marketing 2008, 22(5):409-419.
73. Sweeney J.C., Soutar G.N. Consumer perceived value: the development of a multiple item scale. Journal of Retailing 2001, 77(2):203-220.
74. Sweeney J.C., Lapp W. Critical service quality encounters on the Web: an exploratory study. Journal of Services Marketing 2001, 18(4):276-289.
75. Turel O., Serenko A., Bontis N. User acceptance of wireless short messaging services: deconstructing perceived value. Information & Management 2007, 44(1):63-73.
76. Vargo S.L., Lusch R.F. Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science 2008, 36(1):1-10.
77. Venkatesh V., Brown S.A. A longitudinal Investigation of Personal Computers in Homes: Adoption determinants and emerging challenges. MIS Quarterly 2001, 25(1):71-102.
78. Vlachos P.A., Vrechopoulos A.P. Determinants of behavioral intentions in the mobile internet services market. Journal of Services Marketing 2008, 22(4):280-291.
79. Wendel S., Dellaert B.G.C. Situation variation in consumers media channel consideration. Journal of the Academy of Marketing Science 2005, 33(4):575-584.
80. Woodruff R.B., Gardial S.F. Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction 1996, Blackwell Publishers, Inc., Massachusetts.
81. Woodruff R.B. Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science 1997, 25(2):139-153.
82. Yang K., Jolly L.D. Value-added mobile data services: the antecedent effects of consumer value on using mobile data services. International Journal of Mobile Marketing 2006, 1(2):11-17.
83. Zeithaml V.A. Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing 1988, 52(3):2-22.