 The impact of age in the generation of satisfaction and WOM in mobile shoppingSan-MartÃn, Sonia, Jana Prodanova and Jiménez, Nadia Journal of Retailing and Consumer Services, 2015, vol. 23, issue C, 1-8 Abstract: M-commerce in Spain is in its early stages and firms will be interested in knowing the factors that affect recommendation (word of mouth – WOM) of an m-purchase. In this research, we will study perceived entertainment and group influence (subjective norms) in purchase as determinants of satisfaction with m-shopping and WOM. There is some research studying WOM in an m-commerce context, but no study has considered the role of the age in the Spanish case. To that aim, we will make a distinction here between young adults (individuals under 25 years old) and adults (individuals over 25 years old) that already have an m-shopping experience, presenting factors that most influence WOM about m-shopping. With information obtained from 447 Spanish m-buyers, we have found that the perceived entertainment has higher importance for young adults and the subjective norms are crucial for adults. Satisfaction is a relevant determinant of WOM in both m-buyers groups. Results indicate interesting implications for the companies and the literature, as well. Keywords: M-shopping; WOM; Age; Satisfaction; Entertainment; Subjective norms (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:23:y:2015:i:c:p:1-8 DOI: 10.1016/j.jretconser.2014.11.001 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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