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Exploring the Effects of Value Added Services on Perceived Value of Mobile Payment in the UK

Abstract : Mobile payment (m-payment) apps have been introduced as an innovative alternative payment method that extends in-store payment options available to consumers. Despite being marketed as convenient and secure, recent research reports that m-payment uptake has gone far below earlier forecasts. This is due to consumers perceiving little added value relative to existing payment options, such as contactless cards. Augmenting m-payment with value added services (VAS) has been suggested as a way to add value to m-payment and boost demand. However, empirical investigation about the role and effect of VAS on consumers’ perceptions of m-payment value remains scant. This study attempts to fill this gap by employing a deductive qualitative approach through the lens of perceived value theory, extended with perceived trust and risk. A total of 23 interviews were conducted with UK adopters and nonadopters of m-payment. The findings suggest that the perceived added value of the augmented m-payment service was mainly derived from utilitarian values associated with the additional functionalities offered by VAS. Additionally, the augmentation of m-payment has enhanced perceptions of trust in the service provider as a result of integrating additional features that tackle issues associated with the payment experience. This study advances knowledge of the concept of added value in the m-payment context and provides practical suggestions to m-payment providers for increasing the consumer perceived value.
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https://hal.inria.fr/hal-02510111
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Submitted on : Tuesday, March 17, 2020 - 2:54:27 PM
Last modification on : Tuesday, March 17, 2020 - 3:02:35 PM
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Hassan Alhallaq, Muhammad Younas, Samia Kamal, Bob Champion. Exploring the Effects of Value Added Services on Perceived Value of Mobile Payment in the UK. 18th Conference on e-Business, e-Services and e-Society (I3E), Sep 2019, Trondheim, Norway. pp.25-36, ⟨10.1007/978-3-030-29374-1_3⟩. ⟨hal-02510111⟩

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