WeChat mobile-payment-based smart retail customer experience: an integrated framework

Abstract The purpose of this paper is to explore the role WeChat mobile-payment (m-payment)-based smart technologies in improving retail customer experience and develop an integrated framework including antecedents, consequences, moderators. Based on stimulus-organism-response (SOR) paradigm, we investigated relationships among socio-technical stimuli, experience, relationship quality. We also developed hypotheses regarding moderating lifetime value (CLV), which considered important characteristic. proposed was empirically tested based transaction survey data 462 m-payment customers. results showed following. (1) m-payment-based technology can enhance by customer-perceived orientation, employee-customer interaction, communication effectiveness. (2) CLV has a positive effect between stimuli experience. (3) influence quality industry. Retail managers should make full use improve In addition, they emphasize increase CLV, as enhances making management more efficient.