Increasing customer convenience by product information intermediation platform for convenience stores

Abstract

This paper proposes an innovative business model for convenience stores (CVSs) by product information intermediation platform based on mobile technologies. Specific components of the business model including business processes are presented in detail. Existing mobile applications for CVSs can only provide their own information and services, which results in significant dissatisfaction of customers who want unified and integrated services. However, using the new intermediation mobile application, customers can search and find the goods they want to buy and acquire integrated information from nearby stores. Furthermore, the proposed system can provide CRM information to CVSs by analyzing collected customer data. The proposed intermediation mobile application improves the purchase experience of customers through the real-time product information search services. Also, CVSs can obtain valuable customer insights using the integrated platform. © 2017 ICIC International.