Stakeholder’s expectations: Mobile payments in retail in Sweden
2014 (English)In: 13th International Conference on Mobile Business, 2014 (ICMB 2014), London, June 4-5, 2014, 2014Conference paper, Presentation (Refereed)
One of the main application areas of mobile payment services in Sweden is retailing. The main stakeholders involved in this service are mobile payment service providers, banks, merchants, and consumers. The main focus of this paper is on the change of expectations of different stakeholders taking part in service provisioning. Analysis has been performed by comparison of the initial expectations before the introduction of a mobile payment service and expectations after practical experience of the service usage. Three cases of mobile payment solutions for retailing have been investigated: BART provided by Swedbank, SEQR provided by Seamless, and a service provided by Payair.
The analysis indicates that a number of expectations of stakeholders about mobile payment services did not come true. The results for the different cases differ but the main findings are: banks were excluded from direct service provisioning; merchants see some advantaged to deploy mobile payment, but are uncertain which solution will be a dominant in the market; consumer expectations of improved purchasing experience and usefulness are not met. The performed analysis also helps to identify some of the reasons that can be seen as obstacles for a wider penetration of mobile payment services.
Place, publisher, year, edition, pages
Mobile Payment Services, Stakeholders, Stakeholder Expectations, Retailing, Merchants
Business Administration Telecommunications
Research subject Business Studies
IdentifiersURN: urn:nbn:se:kth:diva-159105OAI: oai:DiVA.org:kth-159105DiVA: diva2:782592
13th International Conference on Mobile Business, 2014 (ICMB 2014),London, June 4-5, 2014
QC 201501232015-01-212015-01-212015-08-28Bibliographically approved