Mobile Phones as the Ultimate Shopping Assistants. Mobile Commerce in the Purchasing Process and Its Impact on the Consumer Behavior

The digitalization of the world increased during the last years rapidly in nearly all areas. The base for the dynamic development is caused by the mobile end devices especially by the Smartphone like-wise the increase of quality in the telecommunication infrastructure by contemporary decreasing prices. The needs and expectations of the consumer to mobile commerce by the help of a special investigation are examined. The situation approach as a success factor for mobile commerce is used due to the fact that mobile commerce is a fast developing marketing instrument and that more companies start to integrate the mobile channel in their multi-channel marketing. The research question assumes that mobile commerce influences the purchasing process and the consumer behavior likewise that mobile commerce has an impact in the customer journey. Therefore the research question on how the provider can support the consumer during the mobile shopping process is asked. In addition the question how the different clusters can operationally be connected by the help of the situation approach to make the most efficient customer journey will be illustrated.