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

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.