The role of information for the customer journey in mobile food ordering apps

Detalhes bibliográficos
Autor(a) principal: Rita, Paulo
Data de Publicação: 2022
Outros Autores: Eiriz, Vasco, Conde, Beatriz
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/145292
Resumo: Rita, P., Eiriz, V., & Conde, B. (2022). The role of information for the customer journey in mobile food ordering apps. Journal Of Services Marketing. https://doi.org/10.1108/JSM-11-2021-0407 --- Funding: Paulo Rita was supported through the FCT (Fundação para a Ciência e a Tecnologia) under UIDB/04152/2020-Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.
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spelling The role of information for the customer journey in mobile food ordering appsCustomer journeyMobile food ordering applicationsWeb personalizationUser-generated informationFirm-generated informationCustomer satisfactionMarketingSDG 12 - Responsible Consumption and ProductionRita, P., Eiriz, V., & Conde, B. (2022). The role of information for the customer journey in mobile food ordering apps. Journal Of Services Marketing. https://doi.org/10.1108/JSM-11-2021-0407 --- Funding: Paulo Rita was supported through the FCT (Fundação para a Ciência e a Tecnologia) under UIDB/04152/2020-Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.Purpose This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence customers’ intention to use MFOAs platforms in the prepurchase stage and explores the potential of personalized information to improve customer satisfaction with these services in the postpurchase stage. Design/methodology/approach This research followed a mixed design, combining qualitative (focus groups) and quantitative (online survey) research and using both content analysis and partial least squares structural equation modeling. Findings Two types of available information (firm-generated information and online customer reviews) had a positive influence on the behavioral intention to use MFOAs. Additionally, findings showed that different web personalization strategies, namely, content personalization, functional personalization and system-driven personalization, were useful tools to create customer satisfaction with this type of platform. Research limitations/implications The study discusses limitations regarding the sample and sampling process, indicator variables and measures. Practical implications The present research provides actionable insights for online food delivery providers. Originality/value This study addresses a research gap in the literature and provides a novel and richer understanding of customer behavior toward mobile food delivery platforms. Also, it adds to the personalization research by identifying and testing a range of web personalization strategies. KeywordsNOVA Information Management School (NOVA IMS)Information Management Research Center (MagIC) - NOVA Information Management SchoolRUNRita, PauloEiriz, VascoConde, Beatriz2022-11-07T22:11:16Z2023-05-042023-05-04T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article18application/pdfhttp://hdl.handle.net/10362/145292eng0887-6045PURE: 47614326https://doi.org/10.1108/JSM-11-2021-0407info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:25:29Zoai:run.unl.pt:10362/145292Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:51:59.745969Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The role of information for the customer journey in mobile food ordering apps
title The role of information for the customer journey in mobile food ordering apps
spellingShingle The role of information for the customer journey in mobile food ordering apps
Rita, Paulo
Customer journey
Mobile food ordering applications
Web personalization
User-generated information
Firm-generated information
Customer satisfaction
Marketing
SDG 12 - Responsible Consumption and Production
title_short The role of information for the customer journey in mobile food ordering apps
title_full The role of information for the customer journey in mobile food ordering apps
title_fullStr The role of information for the customer journey in mobile food ordering apps
title_full_unstemmed The role of information for the customer journey in mobile food ordering apps
title_sort The role of information for the customer journey in mobile food ordering apps
author Rita, Paulo
author_facet Rita, Paulo
Eiriz, Vasco
Conde, Beatriz
author_role author
author2 Eiriz, Vasco
Conde, Beatriz
author2_role author
author
dc.contributor.none.fl_str_mv NOVA Information Management School (NOVA IMS)
Information Management Research Center (MagIC) - NOVA Information Management School
RUN
dc.contributor.author.fl_str_mv Rita, Paulo
Eiriz, Vasco
Conde, Beatriz
dc.subject.por.fl_str_mv Customer journey
Mobile food ordering applications
Web personalization
User-generated information
Firm-generated information
Customer satisfaction
Marketing
SDG 12 - Responsible Consumption and Production
topic Customer journey
Mobile food ordering applications
Web personalization
User-generated information
Firm-generated information
Customer satisfaction
Marketing
SDG 12 - Responsible Consumption and Production
description Rita, P., Eiriz, V., & Conde, B. (2022). The role of information for the customer journey in mobile food ordering apps. Journal Of Services Marketing. https://doi.org/10.1108/JSM-11-2021-0407 --- Funding: Paulo Rita was supported through the FCT (Fundação para a Ciência e a Tecnologia) under UIDB/04152/2020-Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.
publishDate 2022
dc.date.none.fl_str_mv 2022-11-07T22:11:16Z
2023-05-04
2023-05-04T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/145292
url http://hdl.handle.net/10362/145292
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0887-6045
PURE: 47614326
https://doi.org/10.1108/JSM-11-2021-0407
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 18
application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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