Exploring the impact of mobile money services on marketing interactions in relation to consumer well-being in subsistence marketplaces – lessons from rural Cambodia

Abstract

The mobile phone has increasingly become a channel for providing access to formal financial services. There is a need to understand how financial service offerings, increasingly accessed through mobile phones, impact marketing interactions, specifically marketing exchange activities and social network relationships, to enhance consumer well-being (CWB) in subsistence marketplaces. Through interviews and contextualised observational research in rural Cambodia, findings reveal that the impacts of mobile money services on marketing interactions in relation to CWB can be categorised at two distinct levels. The first-level impact is the actual physical money transfer transactions as part of the marketing exchange activities which leads to the second-level impact on the social network relationships at interpersonal, social group and cultural levels. Drawing from these insights, policy-makers and industry stakeholders can formulate strategies and develop innovative service offerings through mobile phone technology to enhance CWB in subsistence marketplaces.