Abstract
AbstractApp reviews drive of app downloads and are highly relevant to app developers because they contain feedback from app users about a mobile app. Research shows that many app reviews are not only related to functional aspects but often rather generic. Findings regarding mobile apps in retail do not exist yet. This exploratory case study examines the content of 300 reviews of 12 apps from stationary retailers in Germany. The results show that a majority of the reviews refer to the app functionalities. Negative reviews are mainly related to functional aspects while positive reviews are often not specified. A surprisingly large proportion of reviews do not refer to the app at all, but to the retailer itself or its stores. App reviews are therefore not only relevant for app developers but may also provide valuable insights for other departments in retail organizations.KeywordsApp reviewsMobile appsStationary retailApp storeCase study
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