I Am Here to Stay: Customer and Employee Engagement in an M-Commerce World

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Author(s): Kirti Sharma (Gurukula Kangri Vishwavidyalaya, India), Deeksha Ahuja (Gurukula Kangri Vishwavidyalaya, India), Ashish Arya (Gurukula Kangri Vishwavidyalaya, India)and Aditya Dhiman (Gurukula Kangri Vishwavidyalaya, India)
Copyright: 2021
Pages: 17
Source title: Critical Issues on Changing Dynamics in Employee Relations and Workforce Diversity
Source Author(s)/Editor(s): Radha Yadav (Dayananda Sagar University, India), Priyanka Panday (Doon Business School, India)and Naman Sharma (Indian Institute of Foreign Trade, India)
DOI: 10.4018/978-1-7998-3515-8.ch008

Keywords: Business Science Reference / Human Aspects of Business / Human Resource Management / Knowledge Management and Library Science

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Abstract

The advent of m-commerce has contributed significantly to the evolution of the digital media environment. Today, almost everything (i.e., the exchange of goods, services, payments, and access of information) is growing fast via electronic media. The purpose of this chapter is to find the relationship between the customers and employees engaged in the m-commerce world. For doing this, researchers did a systematic review of the literature and found that if the digital companies provide a good quality of services to their employees and customers, they both engaged in the m-commerce world. As the digital world has a two-way communication mode, companies should work upon different types of strategies (i.e., to provide a better platform to their current offerings and should incorporate the valuable customers and employee feedback for improving the image of their offerings). There are several techniques that help the companies to engage their customers like gamification and artificial intelligence.

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