Challenges and Success Factors in Mobile Commerce Customer Relationships Management: A Systematic Literature Review Protocol

CONTEXT-Mobile commerce (M-Commerce) is an emerging business paradigm in which the buying and selling of products and services is done through mobile equipment. These equipments are mobile phones, personal digital assistant (PDA) or other hand held wireless devices. M-commerce vendor organizations face many challenges regarding customer relationships management. OBJECTIVE: The objective is to develop a systematic literature review protocol for the identification of the challenges and success factors faced by mobile commerce vendors in building and strengthening of relationships with customers. METHOD: A Systematic Literature Review (SLR) methodology will be used for the identification and assessment of relevant literature. SLR is based on a structured protocol, and is therefore, different from ordinary literature review. SLR gives more prescribe results than ordinary review. EXPECTED OUTCOME: The expected outcomes of this systematic literature review will be a list of challenges and success factors faced by M-commerce vendors in establishing and strengthening of relationships with customers in an M-commerce business paradigm. Our ultimate goal is the development of a Mobile Commerce Customer Relationships Management Model (MCCRMM). The SLR will provide the first phase in the development of the model.