Achieving mobile shopping app engagement is challenging and far more difficult to sustain in a fiercely competitive online business landscape. The aim of this study is to investigate the relationship among virtual try-on, recommendation agent, choice process satisfaction, monetary savings, customer engagement, app evangelism and cart abandonment using stimulus-organism-response (SOR) theory in the context of shopping apps. A partial least squares-based structural equation modelling approach was utilized to evaluate the presented hypotheses with a sample of 482 respondents who utilized mobile applications for shopping. A multigroup study was conducted on subgroups categorized by gender, income and education. The findings indicate that monetary savings, recommendation agents, choice process satisfaction and virtual try-on positively impact shopping app engagement in a given order, which in turn impacts app evangelism and cart abandonment. A multi-group investigation indicates that the factors influencing shopping app engagement vary among different customer segments. The research provides a novel framework for the drivers and outcomes to contribute to a deeper understanding of mobile shopping app engagement. This study offers practical and theoretical implications for marketers and scholars studying shopping app engagement based on its findings.
AhnJ., & KwonJ. (2021). Examining the relative influence of multidimensional customer service relationships in the food delivery application context. International Journal of Contemporary Hospitality Management, 33(3), 912–928. https://doi.org/10.1108/IJCHM-09-2020-0973
2.
AlalwanA. A., AlgharabatR. S., BaabdullahA. M., RanaN. P., QasemZ., & DwivediY. K. (2020). Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping. Journal of Enterprise Information Management, 33(3), 627–653. https://doi.org/10.1108/JEIM-07-2019-0194
3.
Al AminM., ArefinM. S., AlamM. R., AhammadT., & HoqueM. R. (2021). Using mobile food delivery applications during COVID-19 pandemic: An extended model of planned behavior. Journal of Food Products Marketing, 27(2), 105–126. https://doi.org/10.1080/10454446.2021.1906817
4.
Al-FuraihS. A. A., & Al-AwidiH. M. (2021). Fear of missing out (FoMO) among undergraduate students in relation to attention distraction and learning disengagement in lectures. Education and Information Technologies, 26(2), 2355–2373. https://doi.org/10.1007/s10639-020-10361-7
5.
AlhawariS., & ShawabkehK. M. Al (2021). The impact of services quality factors on improving actual used for mobile application: Customer engagement as mediating variable. International Journal of E-Services and Mobile Applications, 13(3), 50–70. https://doi.org/10.4018/IJESMA.2021070103
6.
AliF., TerrahA., WuC., AliL., & WuH. (2021). Antecedents and consequences of user engagement in smartphone travel apps. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-09-2020-0221
7.
Al-NabhaniK., WilsonA., & McLeanG. (2022). Examining consumers’ continuous usage of multichannel retailers’ mobile applications. Psychology and Marketing, 39(1), 168–195. https://doi.org/10.1002/MAR.21585
8.
BapatD., & HollebeekL. D. (2023). Customer value, customer engagement, and customer-based brand equity in the context of a digital payment app. Marketing Intelligence & Planning, 41(7), 837–853. https://doi.org/10.1108/MIP-09-2022-0417
9.
BarariM., RossM., ThaichonS., & SurachartkumtonkunJ. (2023). Utilising machine learning to investigate actor engagement in the sharing economy from a cross-cultural perspective. International Marketing Review, 40(6), 1409–1431. https://doi.org/10.1108/IMR-05-2022-0116/FULL/XML
10.
BawdenD., & RobinsonL. (2020). Information overload: An introduction. Oxford Research Encyclopedia of Politics. https://doi.org/10.1093/ACREFORE/9780190228637.013.1360
11.
BecerraE. P., & BadrinarayananV. (2013). The influence of brand trust and brand identification on brand evangelism. Journal of Product and Brand Management, 22(5), 371–383. https://doi.org/10.1108/JPBM-09-2013-0394/FULL/XML
12.
BhattacharjeeA., RaoK. S., & NawazN. (2023). Determinants and outcomes of food delivery app engagement during COVID-19: A study of urban and semi-urban customers. Journal of Electronic Commerce in Organizations, 21(1). https://doi.org/10.4018/JECO.323655
13.
BitriánP., BuilI., & CatalánS. (2021). Enhancing user engagement: The role of gamification in mobile apps. Journal of Business Research, 132, 170–185. https://doi.org/10.1016/j.jbusres.2021.04.028
14.
BonfantiA., VigoloV., VannucciV., & BrunettiF. (2023). Creating memorable shopping experiences to meet phygital customers’ needs: Evidence from sporting goods stores. International Journal of Retail and Distribution Management, 51(13), 81–100. https://doi.org/10.1108/IJRDM-12-2021-0588/FULL/PDF
ButcherL., TuckerO., & YoungJ. (2020). Path to discontinuance of pervasive mobile games: The case of Pokémon Go in Australia. Asia Pacific Journal of Marketing and Logistics, 33(2), 584–606. https://doi.org/10.1108/APJML-12-2019-0710
17.
CaberM., AlbayrakT., KarasakalS., & González-RodríguezM. R. (2023). Building customer citizenship behaviour through mobile application quality: The mediating role of flow experience and customer engagement. Current Issues in Tourism. https://doi.org/10.1080/13683500.2023.2241606
18.
ChenX., HuangQ., & DavisonR. M. (2017). The role of website quality and social capital in building buyer’s loyalty. International Journal of Information Management, 37(1), 1563–1574. https://doi.org/10.1016/J.IJINFOMGT.2016.07.005
19.
ChinW. W. (2010). How to write up and report PLS analyses. Handbook of Partial Least Squares, 655–690. https://doi.org/10.1007/978-3-540-32827-8_29
20.
ChiuC. L., HoH.-C., YuT., LiuY., & MoY. (2021). Exploring information technology success of augmented reality retail applications in retail food chain. Journal of Retailing and Consumer Services, 61. https://doi.org/10.1016/j.jretconser.2021.102561
21.
ChiuC. M., WangE. T. G., FangY. H., & HuangH. Y. (2014). Understanding customers’ repeat purchase intentions in B2C e-commerce: The roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1), 85–114. https://doi.org/10.1111/j.1365-2575.2012.00407.x
22.
ChristofiM., VrontisD., LeonidouE., & ThrassouA. (2020). Customer engagement through choice in cause-related marketing. International Marketing Review, 37(4), 621–650. https://doi.org/10.1108/IMR-04-2018-0133
23.
ChopdarP. K., & BalakrishnanJ. (2020). Consumers response towards mobile commerce applications: S-O-R approach. https://doi.org/10.1016/j.ijinfomgt.2020.102106
24.
DawraJ., KatyalK., & GuptaV. (2016, December). Can you do something about the price? Exploring the Indian deal and bargaining-prone customer. Journal of Consumer Marketing, 301–304. https://doi.org/10.1007/978-3-319-19428-8
25.
De CanioF., Fuentes-BlascoM., & MartinelliE. (2021). Engaging shoppers through mobile apps: The role of gamification. International Journal of Retail and Distribution Management. https://doi.org/10.1108/IJRDM-09-2020-0360
26.
DesaleV., JadhavA., JoshiP., & PawarS. (2023). Survey on context-driven image-based virtual try-on network. International Research Journal of Modernization in Engineering Technology and Science. https://doi.org/10.56726/IRJMETS33216
FanW., ShaoB., & DongX. (2022). Effect of e-service quality on customer engagement behavior in community e-commerce. Frontiers in Psychology, 13, 965998. https://doi.org/10.3389/FPSYG.2022.965998/BIBTEX
29.
FangJ., ZhaoZ., WenC., & WangR. (2017). Design and performance attributes driving mobile travel application engagement. International Journal of Information Management, 37(4), 269–283. https://doi.org/10.1016/j.ijinfomgt.2017.03.003
30.
FangY.-H. (2017). Beyond the usefulness of branded applications: Insights from consumer–brand engagement and self-construal perspectives. Psychology and Marketing, 34(1), 40–58. https://doi.org/10.1002/mar.20972
31.
FengW., TuR., & HsiehP. (2020). Can gamification increase consumers’ engagement in fitness apps? The moderating role of commensurability of the game elements. Journal of Retailing and Consumer Services, 57. https://doi.org/10.1016/j.jretconser.2020.102229
32.
FlacandjiM., & VladM. (2022). The relationship between retailer app use, perceived shopping value and loyalty: The moderating role of deal proneness. International Journal of Retail & Distribution Management, 50(8/9), 981–995. https://doi.org/10.1108/IJRDM-10-2021-0484
33.
FornellC., & LarckerD. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312
34.
Gómez-RicoM., Santos-VijandeM. L., Molina-ColladoA., & BilgihanA. (2023). Unlocking the flow experience in apps: Fostering long-term adoption for sustainable healthcare systems. Psychology & Marketing, 40(8), 1556–1578. https://doi.org/10.1002/MAR.21824
35.
GuptaA., KumarA., & MeleseE. (2023). Young consumer engagement at the bottom of pyramid: Applying S-O-R framework in e-commerce context. Young Consumers, 24(6), 786–806. https://doi.org/10.1108/YC-06-2022-1542
36.
GuptaS. (2021). Investigating the impact of customer engagement on customer value in case of mobile travel apps. International Journal of Hospitality and Tourism Systems, 14(1), 106–120.
37.
HairJ. F., RisherJ. J., SarstedtM., & RingleC. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203/FULL/XML
38.
HalohoA., & JayadiR. (2022). The impact of factors of affecting mobile commerce user satisfaction to improve customer engagement. Journal of Theoretical and Applied Information Technology, 100(20), 6130–6149.
39.
HarriganP., RoyS. K., & ChenT. (2021). Do value cocreation and engagement drive brand evangelism?Marketing Intelligence and Planning, 39(3), 345–360. https://doi.org/10.1108/MIP-10-2019-0492/FULL/XML
40.
HeitmannM., LehmannD. R., & HerrmannA. (2007). Choice goal attainment and decision and consumption satisfaction. Journal of Marketing Research, 54, 234–250. http://www.marketingpower.com/jmrblog
41.
Herrada-LoresS., Iniesta-BonilloM. Á., & Estrella-RamónA. (2022). Weaknesses and strengths of online marketing websites. Spanish Journal of Marketing—ESIC, 26(2), 189–209. https://doi.org/10.1108/SJME-11-2021-0219
42.
HoM. H.-W., & ChungH. F. L. (2020). Customer engagement, customer equity and repurchase intention in mobile apps. Journal of Business Research, 121, 13–21. https://doi.org/10.1016/j.jbusres.2020.07.046
43.
HoX. H., NguyenD. P., ChengJ. M. S., & LeA. N. H. (2022). Customer engagement in the context of retail mobile apps: A contingency model integrating spatial presence experience and its drivers. Journal of Retailing and Consumer Services, 66. https://doi.org/10.1016/j.jretconser.2022.102950
44.
HollebeekL. D., MenidjelC., SarstedtM., JanssonJ., & UrbonaviciusS. (2024). Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research. Psychology & Marketing. https://doi.org/10.1002/mar.21957
45.
HsiehS. H., TsengT. H., & LeeC. T. (2023). Feeling psychologically close: Examining the determinants of branded app engagement. Journal of Product & Brand Management, 32(4), 566–581. https://doi.org/10.1108/JPBM-07-2021-3565
46.
HuangG. H., KorfiatisN., & ChangC. T. (2018). Mobile shopping cart abandonment: The roles of conflicts, ambivalence, and hesitation. Journal of Business Research, 85(December2017), 165–174. https://doi.org/10.1016/j.jbusres.2017.12.008
47.
HuangY., FinsterwalderJ., ChenN. (Chris), & CrawfordF. R. L. (2022). Online student engagement and place attachment to campus in the new service marketplace: An exploratory study. Journal of Services Marketing, 36(4), 597–611. https://doi.org/10.1108/JSM-04-2021-0148
48.
HubertM., HubertM., LinzmajerM., RiedlR., & KenningP. (2018). Trust me if you can—neurophysiological insights on the influence of consumer impulsiveness on trustworthiness evaluations in online settings. European Journal of Marketing, 52(1–2), 118–146. https://doi.org/10.1108/EJM-12-2016-0870
49.
IBEF. (2024, February). E-commerce in India: Industry overview, market size & growth. https://www.ibef.org/industry/ecommerce
50.
ImH., & LeeG. (2023). Do consumers always believe humans create better boxes than AI? The context-dependent role of recommender creativity. International Journal of Retail and Distribution Management, 51(8), 1045–1060. https://doi.org/10.1108/IJRDM-09-2021-0449/FULL/PDF
JanI. U., JiS., & KimC. (2023). What (de)motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective. Journal of Retailing and Consumer Services, 75, 103440. https://doi.org/10.1016/J.JRETCONSER.2023.103440
53.
JangS., KitchenP. J., & KimJ. (2018). The effects of gamified customer benefits and characteristics on behavioral engagement and purchase: Evidence from mobile exercise application uses. Journal of Business Research, 92, 250–259. https://doi.org/10.1016/j.jbusres.2018.07.056
54.
JaputraA., Higueras-CastilloE., & Liebana-CabanillasF. (2022). Building customer engagement in mobile commerce through need fulfillment: An approach of self-determination theory. Journal of Strategic Marketing. https://doi.org/10.1080/0965254X.2022.2152476
55.
JunJ., LeeT., ParkC., Kun JunJ., & Min LeeT. (2015). Do mobile shoppers feel smart in the smartphone age?International Journal of Mobile Communications and Industrial Marketing Management, 13(2), 157–171. https://doi.org/10.1504/IJMC.2015.067961
56.
KamK., SoF., LiJ., & KingC. (2023). The role of customer engagement in sustaining subjective well-being after a travel experience: Findings from a three-wave study. Article in Journal of Travel Research. https://doi.org/10.1177/00472875231182109
57.
KambojS., RanaS., & DraveV. A. (2020). Factors driving consumer engagement and intentions with gamification of mobile apps. Journal of Electronic Commerce in Organizations, 18(2), 17–35. https://doi.org/10.4018/jeco.2020040102
58.
KasilingamD. L. (2020). Understanding the attitude and intention to use smartphone chatbots for shopping. Technology in Society, 62, 101280. https://doi.org/10.1016/J.TECHSOC.2020.101280
59.
KimJ., KimH., KimC., & ParkJ. (2023). Decisions with ChatGPT: Reexamining choice overload in ChatGPT recommendations. Journal of Retailing and Consumer Services, 75, 103494. https://doi.org/10.1016/j.jretconser.2023.103494
KritzingerR., & PetzerD. J. (2020). Motivational factors, customer engagement and loyalty in the South African mobile instant messaging environment: Moderating effect of application usage. European Business Review, 33(4), 642–666. https://doi.org/10.1108/EBR-04-2020-0104
62.
KumarJ. (2021). Understanding customer brand engagement in brand communities: An application of psychological ownership theory and congruity theory. European Journal of Marketing, 55(4), 969–994. https://doi.org/10.1108/EJM-04-2018-0290
63.
KumarS., KumarV., & GoyalP. (2023). Investigating the impact of online service convenience on customer engagement, attitude and intention to use food delivery apps. International Journal on Food System Dynamics, 14(3), 331–344. https://doi.org/10.18461/ijfsd.v14i3.G6
64.
LeeS. A. (2018). m-Servicescape: Effects of the hotel mobile app servicescape preferences on customer response. Journal of Hospitality and Tourism Technology, 9(2), 172–187. https://doi.org/10.1108/JHTT-08-2017-0066
65.
LeeS. A., & LeeJ. (2019). Enhancing customers’ brand loyalty via branded hotel apps. Journal of Quality Assurance in Hospitality and Tourism, 20(3), 339–361. https://doi.org/10.1080/1528008X.2018.1537819
66.
LeeH. K., YoonN., & ChoiD. (2022). The effect of touch simulation in virtual reality shopping. Fashion and Textiles, 9(1), 34. https://doi.org/10.1186/s40691-022-00312-w
67.
LeeY. Y., & GanC. L. (2020). Applications of SOR and para-social interactions (PSI) towards impulse buying: the Malaysian perspective. Journal of Marketing Analytics, 8(2), 85–98. https://doi.org/10.1057/s41270-020-00077-5
68.
LimW. M. (2024). A typology of validity: Content, face, convergent, discriminant, nomological and predictive validity. Journal of Trade Science, 12(3), 155–179. https://doi.org/10.1108/JTS-03-2024-0016
69.
LimW. M., RasulT., KumarS., & AlaM. (2022). Past, present, and future of customer engagement. Journal of Business Research, 140, 439–458. https://doi.org/10.1016/j.jbusres.2021.11.014
70.
LimX.-J., CheahJ.-H., NgS. I., Kamal BashaN., & LiuY. (2021). Are men from Mars, women from Venus? Examining gender differences towards continuous use intention of branded apps. Journal of Retailing and Consumer Services, 60. https://doi.org/10.1016/j.jretconser.2020.102422
71.
LiuY., TangX., LiP., & WangX. (2023). Connecting perceived effectiveness of app evolution to app engagement: A technology identity perspective. Information Technology & People, 36(6), 2390–2417. https://doi.org/10.1108/ITP-11-2021-0897
72.
MansoorM., & PaulJ. (2022). Mass prestige, brand happiness and brand evangelism among consumers. Journal of Business Research, 144, 484–496. https://doi.org/10.1016/j.jbusres.2022.02.015
73.
Marketing Science Institute. (2020). Research priorities 2018-2020. Marketing Science Institute.
74.
Martínez-NavarroJ., BignéE., GuixeresJ., AlcañizM., & TorrecillaC. (2018). The influence of virtual reality in e-commerce. https://doi.org/10.1016/j.jbusres.2018.10.054
McLeanG., Al-NabhaniK., & WilsonA. (2018). Developing a mobile applications customer experience model (MACE)—Implications for retailers. Journal of Business Research, 85(January), 325–336. https://doi.org/10.1016/j.jbusres.2018.01.018
77.
McLeanG., Osei-FrimpongK., Al-NabhaniK., & MarriottH. (2020). Examining consumer attitudes towards retailers’ m-commerce mobile applications—An initial adoption vs. continuous use perspective. Journal of Business Research, 106, 139–157. https://doi.org/10.1016/j.jbusres.2019.08.032
78.
McLeanG., & WilsonA. (2019). Shopping in the digital world: Examining customer engagement through augmented reality mobile applications. Computers in Human Behavior, 101, 210–224. https://doi.org/10.1016/j.chb.2019.07.002
79.
MehrabianA., & RussellJ. A. (1974). The basic emotional impact of environments. Perceptual and Motor Skills, 38(1), 283–301. https://doi.org/10.2466/PMS.1974.38.1.283
80.
MirI. A. (2023). Self-escapism motivated online shopping engagement: A determinant of users’ online shopping cart use and buying behavior. Journal of Internet Commerce, 22(1), 40–73. https://doi.org/10.1080/15332861.2021.2021582
81.
MittalB. (2022). The abandoned e-tailer shopping cart: Factors and business strategies to reverse the barriers. Journal of Global Strategic Management, 15(2), 45–63. https://doi.org/10.20460/JGSM.2022.302
82.
MittalB. (2023). The psychology of online shopping cart abandonment: A scrutiny of the current research framework and building an improved model of the online shopper journey. Electronic Commerce Research, 1–27. https://doi.org/10.1007/S10660-022-09667-0/METRICS
83.
MohantyP. K., BhimavarapuR., AcharyaA., & GuptaM. (2022). Co-recovery and e-WoM: Intervening roles of recovery speed and customer-brand engagement in food delivery app services. Journal of Strategic Marketing. https://doi.org/10.1080/0965254X.2022.2118357
84.
NikhashemiS. R., KnightH. H., NusairK., & LiatC. B. (2021). Augmented reality in smart retailing: A(n) (A)symmetric approach to continuous intention to use retail brands’ mobile AR apps. Journal of Retailing and Consumer Services, 60. https://doi.org/10.1016/j.jretconser.2021.102464
85.
ObiloO. O., CheforE., & SalehA. (2021). Revisiting the consumer brand engagement concept. Journal of Business Research, 126, 634–643. https://doi.org/10.1016/j.jbusres.2019.12.023
86.
PandaT. K., KumarA., JakharS., LuthraS., Garza-ReyesJ. A., KazancogluI., & NayakS. S. (2020). Social and environmental sustainability model on consumers’ altruism, green purchase intention, green brand loyalty and evangelism. Journal of Cleaner Production, 243, 118575. https://doi.org/10.1016/J.JCLEPRO.2019.118575
87.
ParboteeahD. V., ValacichJ. S., & WellsJ. D. (2008). The influence of website characteristics on a consumer’s urge to buy impulsively. Information System Research, 20(1), 60–78. https://doi.org/10.1287/ISRE.1070.0157
88.
PatelV., DasK., ChatterjeeR., & ShuklaY. (2020). Does the interface quality of mobile shopping apps affect purchase intention? An empirical study. Australasian Marketing Journal, 28(4), 300–309. https://doi.org/10.1016/J.AUSMJ.2020.08.004
89.
PatelV., & PanditR. (2021). Impact of quality of unfamiliar shopping app on initial trust formation: A moderated mediation of risk attitude. Vision: The Journal of Business Perspective, 26(4), 441–453. https://doi.org/10.1177/0972262920984542
90.
PlotkinaD., & SaurelH. (2019). Me or just like me? The role of virtual try-on and physical appearance in apparel M-retailing. Journal of Retailing and Consumer Services, 51, 362–377. https://doi.org/10.1016/j.jretconser.2019.07.002
91.
PourfakhimiS., DuncanT., & CoetzeeW. J. L. (2020). Electronic word of mouth in tourism and hospitality consumer behaviour: State of the art. Tourism Review, 75(4), 637–661. https://doi.org/10.1108/TR-01-2019-0019/FULL/XML
92.
PronkT. M., & DenissenJ. J. A. (2020). A rejection mind-set: Choice overload in online dating. Social Psychological and Personality Science, 11(3), 388–396. https://doi.org/10.1177/1948550619866189
93.
PurwantoN., AmeliaA., RonaldR., PancaningrumE., & IrawanN. (2022). How to build adoption intentions through customer engagement for travelling application in Indonesia. Review of Integrative Business and Economics Research, 12(3), 143–149. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85166066681&partnerID=40&md5=676e167549d7ad949e2079c39db4d542
94.
ReutskajaE., CheekN. N., IyengarS., & SchwartzB. (2022). Choice deprivation, choice overload, and satisfaction with choices across six nations. Journal of International Marketing, 30(3), 18–34. https://doi.org/10.1177/1069031X211073821
95.
RingleC. M., WendeS., & BeckerJ.-M. (2024). Discriminant validity assessment and heterotrait-monotrait ratio of correlations (HTMT)—SmartPLS. Monheim Am Rhein: SmartPLS. https://www.smartpls.com/documentation/algorithms-and-techniques/discriminant-validity-assessment/
96.
RodriguesM. A., ProençaJ., & SoaresI. (2023). The influence of perceived risk on mobile shopping cart abandonment. Journal of Strategic Marketing. https://doi.org/10.1080/0965254X.2022.2160480
97.
RoyS., & MandalS. (2020). Antecedents and consequences to app engagement among young consumers in India. International Journal of Business Information Systems, 33(3), 337–359. https://doi.org/10.1504/IJBIS.2020.105829
98.
RungruangjitW., ChankosonT., & CharoenpornpanichkulK. (2023). Understanding different types of followers’ engagement and the transformation of millennial followers into cosmetic brand evangelists. Behavioral Sciences, 13(3), 270. https://doi.org/10.3390/BS13030270
99.
SalemS. F., & AlanadolyA. B. (2024). Driving customer engagement and citizenship behaviour in omnichannel retailing: Evidence from the fashion sector. Spanish Journal of Marketing—ESIC, 28(1), 98–122. https://doi.org/10.1108/SJME-10-2022-0220/FULL/PDF
100.
SchindlerD., MaibergerT., Koschate-FischerN., & HoyerW. D. (2023). How speaking versus writing to conversational agents shapes consumers’ choice and choice satisfaction. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-023-00987-7
101.
SchivinskiB. (2021). Eliciting brand-related social media engagement: A conditional inference tree framework. Journal of Business Research, 130, 594–602. https://doi.org/10.1016/j.jbusres.2019.08.045
102.
SchnebelenS., & BruhnM. (2018). An appraisal framework of the determinants and consequences of brand happiness. Psychology & Marketing, 35(2), 101–119. https://doi.org/10.1002/MAR.21073
103.
SharmaD. R., SinghB., & JaiswalK. (2023). Understanding the influence of mobile in-app price promotions in food delivery apps on customer engagement and advocacy. Indian Journal of Marketing, 53(7), 8–29. https://doi.org/10.17010/ijom/2023/v53/i7/170023
104.
SharmaP., SadhA., BilloreA., & MotianiM. (2022). Investigating brand community engagement and evangelistic tendencies on social media. Journal of Product & Brand Management, 31(1), 16–28. https://doi.org/10.1108/JPBM-01-2020-2705
105.
SharmaS., & SharmaA. (2024). Insights into customer engagement in a mobile app context: Review and research agenda. Cogent Business & Management, 11(1), 2382922. https://doi.org/10.1080/23311975.2024.2382922
106.
ShiS. W., & KalyanamK. (2018). Touchable apps: Exploring the usage of touch features and their impact on engagement. Journal of Interactive Marketing, 44, 43–59. https://doi.org/10.1016/j.intmar.2018.06.001
107.
ShimulA. S., & PhauI. (2023). The role of brand self-congruence, brand love and brand attachment on brand advocacy: A serial mediation model. Marketing Intelligence and Planning, 41(5), 649–666. https://doi.org/10.1108/MIP-10-2022-0443/FULL/XML
108.
SminkA. R., van ReijmersdalE. A., van NoortG., & NeijensP. C. (2020). Shopping in augmented reality: The effects of spatial presence, personalization and intrusiveness on app and brand responses. Journal of Business Research, 118, 474–485. https://doi.org/10.1016/j.jbusres.2020.07.018
109.
SongH., RuanW. J., & JeonY. J. J. (2021). An integrated approach to the purchase decision making process of food-delivery apps: Focusing on the TAM and AIDA models. International Journal of Hospitality Management, 95. https://doi.org/10.1016/j.ijhm.2021.102943
110.
Statista. (2023, October). Global: Mobile app downloads by segment 2019-2027 | Statista. https://www.statista.com/forecasts/1262881/mobile-app-download-worldwide-by-segment
111.
Statista. (2024). India: Digital population by type 2024 | Statista. https://www.statista.com/statistics/309866/india-digital-population-by-type/
112.
StocchiL., MichaelidouN., PourazadN., & MicevskiM. (2018). The rules of engagement: how to motivate consumers to engage with branded mobile apps. Journal of Marketing Management, 34(13–14), 1196–1226. https://doi.org/10.1080/0267257X.2018.1544167
113.
StocchiL., PourazadN., MichaelidouN., TanusondjajaA., & HarriganP. (2022). Marketing research on mobile apps: Past, present and future. Journal of the Academy of Marketing Science, 50(2), 195–225. https://doi.org/10.1007/s11747-021-00815-w
114.
SyrjäläH., Kauppinen-RäisänenH., LuomalaH. T., JoelssonT. N., KönnöläK., & MäkiläT. (2020). Gamified package: Consumer insights into multidimensional brand engagement. Journal of Business Research, 119, 423–434. https://doi.org/10.1016/j.jbusres.2019.11.089
115.
TakP., & GuptaM. (2021). Examining travel mobile app attributes and its impact on consumer engagement: An application of S-O-R framework. Journal of Internet Commerce, 20(3), 293–318. https://doi.org/10.1080/15332861.2021.1891517
116.
TalhaM., TahirZ., & MehroushI. (2023). Enhancing customer engagement through source appearance and self-influencer congruence in mobile advertising. Spanish Journal of Marketing - ESIC. https://doi.org/10.1108/SJME-03-2023-0073
117.
TangA. K. Y. (2019). A systematic literature review and analysis on mobile apps in m-commerce: Implications for future research. Electronic Commerce Research and Applications, 37(February), 100885. https://doi.org/10.1016/j.elerap.2019.100885
118.
TaufiqueK. M. R., SabbirM. M., QuintonS., & AndaleebS. S. (2024). The different impact of utilitarian and hedonic attributes on web-based retail shopping behaviour through the lens of extended technology acceptance model. International Journal of Retail and Distribution Management, 52(4), 443–460. https://doi.org/10.1108/IJRDM-08-2023-0505/FULL/XML
119.
TawiraL., & IvanovA. (2023). Leveraging personalization and customization affordances of virtual try-on apps for a new model in apparel m-shopping. Asia Pacific Journal of Marketing and Logistics, 35(2), 451–471. https://doi.org/10.1108/APJML-09-2021-0652
120.
ThakurR. (2016). Understanding customer engagement and loyalty: A case of mobile devices for shopping. Journal of Retailing and Consumer Services, 32, 151–163. https://doi.org/10.1016/j.jretconser.2016.06.004
121.
ThakurR. (2019). The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship. European Journal of Marketing, 53(7), 1278–1310. https://doi.org/10.1108/EJM-11-2017-0895
122.
TianZ., LuM., & ChengQ. (2021). The relationships among mobile travel application attributes, customer engagement, and brand equity. Social Behavior and Personality, 49(7). https://doi.org/10.2224/sbp.10353
123.
TianZ., ShiZ., & Cheng IdQ. (2021). Examining the antecedents and consequences of mobile travel app engagement. https://doi.org/10.1371/journal.pone.0248460
124.
TraceyM., VonderembseM. A., & LimJ. S. (1999). Manufacturing technology and strategy formulation: Keys to enhancing competitiveness and improving performance. Journal of Operations Management, 17(4), 411–428. https://doi.org/10.1016/S0272-6963(98)00045-X
125.
TsengT. H. (2020). Facilitation of “strong” branded application outcomes – the self-concept perspective. Journal of Product and Brand Management. https://doi.org/10.1108/JPBM-03-2020-2783
126.
UfholzK., & WernerJ. (2023). The efficacy of mobile applications for weight loss. Current Cardiovascular Risk Reports, 17(4), 83–90. https://doi.org/10.1007/s12170-023-00717-2
127.
UtamiA. F., EkaputraI. A., JaputraA., & Van DoornS. (2021). The role of interactivity on customer engagement in mobile e-commerce applications. https://doi.org/10.1177/14707853211027483, 64(2), 269–291. https://doi.org/10.1177/14707853211027483
128.
ValinskasS., NakrysM., AleknavičiusK., JonusasJ., & LileikienėA. (2023). User engagement and weight loss facilitated by a mobile app: Retrospective review of medical records. JMIR Formative Research, 7(1), e42266. https://doi.org/10.2196/42266
129.
van HeerdeH. J., DinnerI. M., & NeslinS. A. (2019). Engaging the unengaged customer: The value of a retailer mobile app. International Journal of Research in Marketing. https://doi.org/10.1016/j.ijresmar.2019.03.003
130.
van PinxterenM. M. E., PluymaekersM., LemminkJ., & KrispinA. (2023). Effects of communication style on relational outcomes in interactions between customers and embodied conversational agents. Psychology & Marketing, 40(5), 938–953. https://doi.org/10.1002/MAR.21792
131.
VictoriaS., & RindasuS.-M. (2021). Artificial intelligence in retail: Benefits and risks associated with mobile shopping applications. Amfiteatru Economic, 23(56), 46. https://doi.org/10.24818/EA/2021/56/46
132.
ViswanathanV., MalthouseE. C., & MasłowskaE. (2017). The dynamics of consumer engagement with mobile technologies. Service Science, 9(1), 36–49. https://doi.org/10.1287/xxxx.0000.0000
133.
WangF., NanN., & ZhaoJ. (2024). Configuring mobile app update strategy for growth: An empirical analysis of a landscape search model. Industrial Management and Data Systems, 124(3), 1155–1178. https://doi.org/10.1108/IMDS-03-2023-0181/FULL/PDF
134.
WangR. J. H. (2020). Branded mobile application adoption and customer engagement behavior. Computers in Human Behavior, 106. https://doi.org/10.1016/j.chb.2020.106245
135.
WangS., CheahJ. H., & LimX. J. (2023). Online shopping cart abandonment: A review and research agenda. International Journal of Consumer Studies, 47(2), 453–473. https://doi.org/10.1111/IJCS.12876
136.
WijlandR., HansenP., & GardeziF. (2016). Mobile nudging: Youth engagement with banking apps. Journal of Financial Services Marketing, 21(1), 51–63. https://doi.org/10.1057/fsm.2016.1
137.
WongA., & HungY. C. (2023). Love the star, love the team? The spillover effect of athlete sub brand to team brand advocacy in online brand communities. Journal of Product and Brand Management, 32(2), 343–359. https://doi.org/10.1108/JPBM-01-2022-3824/FULL/XML
138.
YoonN., & LeeH. K. (2021). AI recommendation service acceptance: Assessing the effects of perceived empathy and need for cognition. Journal of Theoretical and Applied Electronic Commerce Research, 16(5), 1912–1928. https://doi.org/10.3390/JTAER16050107
139.
ZhangS., & FitzsimonsG. J. (1999). Choice-process satisfaction: The influence of attribute alignability and option limitation. Organizational Behavior and Human Decision Processes, 77(3), 192–214. http://www.idealibrary.comon
140.
ZhuP., WangZ., LiX., LiuY.-H., & ZhuX. (2020). Understanding promotion framing effect on purchase intention of elderly mobile app consumers. Electronic Commerce Research and Applications, 44. https://doi.org/10.1016/j.elerap.2020.101010
