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App Adoption: The Effect on Purchasing of Customers Who Have Used a Mobile Website Previously

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  • Liu, Huan
  • Lobschat, Lara
  • Verhoef, Peter C.
  • Zhao, Hong

Abstract

A key question for retailers who already offer a mobile website is, whether they should add an app as an additional purchase channel. We address this issue by exploring whether consumers' app adoption stimulates additional purchases and how this change in purchase behavior differs across customers with different levels of spending share for different product categories and customer loyalty. By using transactional data from a Chinese online retailer, we show that app adopters have higher purchase incidence, buy more frequently, and spend more in each order than non-adopters. We also find that app adoption has a stronger positive effect on the order size of customers who have a lower spending share of high-price products and customers who are less loyal to the focal retailer. Hereby, we contribute to multichannel and mobile marketing literature by empirically examining the effects of adding a similar (mobile) purchase channel to an already established (mobile) purchase channel. Managerially, our results suggest that apps are worth investing in despite their similarity to mobile websites and can induce non-loyal customers to purchase more and thus potentially foster these customers' loyalty.

Suggested Citation

  • Liu, Huan & Lobschat, Lara & Verhoef, Peter C. & Zhao, Hong, 2019. "App Adoption: The Effect on Purchasing of Customers Who Have Used a Mobile Website Previously," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 16-34.
    • Handle: RePEc:eee:joinma:v:47:y:2019:i:c:p:16-34
    DOI: 10.1016/j.intmar.2018.12.001
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    4. van Heerde, Harald J. & Dinner, Isaac M. & Neslin, Scott A., 2019. "Engaging the unengaged customer: The value of a retailer mobile app," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 420-438.
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    6. Lim, Xin-Jean & Cheah, Jun-Hwa & Ng, Siew Imm & Basha, Norazlyn Kamal & Soutar, Geoff, 2021. "The effects of anthropomorphism presence and the marketing mix have on retail app continuance use intention," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
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    8. Sulin Ba & Shu He & Shun‐Yang Lee, 2022. "Mobile App Adoption and Its Differential Impact on Consumer Shopping Behavior," Production and Operations Management, Production and Operations Management Society, vol. 31(2), pages 764-780, February.
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