Instructions:

Use of academic literature to explain the intended positive (or negative) outcomes that

may occur as a result of any changes to service components. These may include changes in customer perceived value, customer purchase behaviour and loyalty, firm's costs/sales/revenue/margins/competitive advantage.

My answer: (need more academic literature to reference but don't know how to or what to say)

The intended outcomes that may occur as a result of improving and developing Zoom's mobile application further, include an increase in customer loyalty and acquisition due to; greater perceived value; increased convenience; and positive word of mouth (Wirtz & Lovelock, 2017).